Welcome to the CCW UK EXECUTIVE EXCHANGE
2 - 4 November 2026
| London, UK
Day 3 - Delivering Impact
8:55 am - 9:25 am
REGISTRATION & NETWORKING BREAKFAST
9:00 am - 9:05 am
CHAIRPERSON’S OPENING REMARKS & WELCOME
9:05 am - 9:45 am
PANEL DISCUSSION: DOING MORE WITH LESS: RETHINKING EFFICIENCY, COST AND GROWTH IN CX AND THE CONTACT CENTRE
Louise Walsh -
Chief Customer Contact Officer,
Utilita Energy
Ash Blattner - Head of Houses of Parliament Switchboard Customer Experience and Service Deliver, UK Parliament
Frederic Marc - Head of Product Design, Bolt
As cost pressures rise and expectations increase, organisations must scale CX and contact centre operations without scaling resource. This panel explores how leaders are redesigning service models to
improve efficiency, boost productivity and protect margins while maintaining high-quality customer experiences.
Focus on how organisations are rethinking operations to handle increasing volume and complexity, and where efficiency strategies are delivering real impact versus falling short.
- Using automation and AI to improve productivity and cost efficiency
- Redesigning operations to manage volume and complexity
- Balancing cost, speed and customer experience to drive sustainable value
Ash Blattner
Head of Houses of Parliament Switchboard Customer Experience and Service DeliverUK Parliament
9:45 am - 10:10 am
SCALING AI WITH TRUST: FROM FRAGMENTED PILOTS TO RESPONSIBLE AUTONOMY
Aritra Chakravarty -
Group Head Of Agentic AI,
Lloyds Banking Group
As AI moves deeper into day-to-day operations, the challenge is ensuring increased scale and autonomy do not come at the expense of trust. Governance, guardrails, accountability and human oversight must evolve alongside AI capabilities, enabling organisations to move forward with confidence while continuing to deliver measurable customer and business value.
Drawing on Lloyds Banking Group's approach to enterprise-wide Agentic AI, this interactive session combines practical insight with audience discussion to explore what trusted AI looks like at scale. Attendees will reflect on their own approaches, share challenges and consider how governance needs to evolve as AI takes on greater responsibility across the enterprise.
- Scaling human centered AI while maintaining trust, control and clear accountability
- Evolving governance, guardrails and human oversight as AI becomes increasingly autonomous
- Exploring what enterprise scale, technical and operational architecture looks like as organisations move towards Agentic AI
10:10 am - 11:15 am
PERSONALISED WORKING GROUPS
Join your personalised working group and exchange ideas with peers navigating similar journeys. Whether you want to share experiences, test new approaches or learn what is working across different organisations, each session is designed to encourage open, honest and collaborative discussion in a relaxed, closed door setting.
Designed to maximise relevance and value, our personalised working groups bring together small groups of leaders facing similar challenges and priorities. Ahead of the event, you will be matched into a working group based on your current focus areas, ensuring every discussion is highly targeted, practical and immediately useful.
11:20 am - 11:30 am
NETWORKING BREAK
11:30 am - 12:00 pm
SESSION A: CUSTOMER EXPERIENCE AS A STRATEGIC DRIVER OF GROWTH, TRUST AND BUSINESS PERFORMANCE
Annabel Abell -
Director of Customer Service,
Coventry Building Society
Customer experience is no longer viewed solely as a support function, but increasingly as a core driver of growth, profitability and long-term customer value. The challenge for many organisations is embedding customer-centric thinking across the business in a way that consistently delivers both commercial and customer outcomes.
Drawing on leadership experience scaling Coventry Building Society through its acquisition of The Co-operative Bank, this session explores how organisations can align service, culture and governance around shared customer outcomes during periods of significant transformation and growth. It will examine how customer experience can support commercial performance while maintaining trust, purpose and long-term loyalty at scale.
- Positioning customer service as a driver of growth, productivity and profitability
- Aligning teams, culture and operations around shared customer outcomes during transformation
- Balancing commercial performance with long-term trust, loyalty and member-first thinking
12:00 pm - 12:30 pm
SESSION C: SCALING AI FOR REAL IMPACT: FROM EXPERIMENTATION TO ENTERPRISE VALUE
Eugene Neale -
Director of Business IT and AI operations,
Loveholidays
AI and automation are no longer experimental priorities, but scaling them effectively remains a challenge. loveholidays is moving beyond isolated use cases to embed AI directly into day-to-day operations, treating it as infrastructure rather than a standalone tool.
Building on the success of its AI chatbot, which now handles the majority of customer service queries, the organisation is enabling teams with AI-powered workflows that automate repetitive tasks, intelligently route complexity and retain human judgement where it matters most. The focus is on controlled adoption, measurable outcomes and redesigning operations in a way that delivers long-term operational and customer value.
- Embedding AI into workflows rather than layering it on top
- Scaling automation while maintaining control, consistency and human oversight
- Linking AI initiatives to measurable operational, commercial and CX outcomes
11:30 am - 12:00 pm
SESSION B: BEYOND POINTS AND PERKS: BUILDING LOYALTY THAT LASTS
As competition intensifies and switching becomes easier, organisations are rethinking what drives long-term loyalty. The focus is shifting from transactional programmes to building stronger, more meaningful relationships that influence behaviour over time.
Explore how organisations are combining brand, experience and insight to strengthen retention, while ensuring loyalty strategies are grounded in real customer behaviour and integrated acrossthe wider experience.
- Moving beyond rewards to influence long-term behaviour and retention
- Designing experiences that strengthen emotional connection and trust
- Using customer insight to understand what truly drives loyalty
- Embedding loyalty thinking across journeys, not just programmes
12:00 pm - 12:30 pm
FIRESIDE CHAT: SCALING PERSONALISATION ENTERPRISE-WIDE: FROM CAMPAIGNS TO CONNECTED CUSTOMER ECOSYSTEMS
While many have experimented with personalisation, far fewer have successfully scaled it across the enterprise. The challenge lies in moving beyond isolated campaigns toward a more connected approach that delivers consistent, relevant experiences across the full customer lifecycle. HSBC is embedding personalisation at scale by aligning data, operating models and commercial strategy.
The focus is on turning fragmented efforts into a coordinated, enterprise-wide capability that supports both customer experience and long-term growth.
- Moving from siloed campaigns to enterprise-wide personalisation strategies
- Designing engagement across segments, life stages and customer contexts
- Embedding personalisation into long-term commercial growth and value creation
12:30 pm - 12:35 pm
CHAIRPERSON'S CLOSING REMARKS
Enjoy a delicious lunch over conversation with your CX peers.
12:35 pm - 1:35 pm
NETWORKING LUNCH & END OF CCW UK EXECUTIVE EXCHANGE
Enjoy a delicious lunch over conversation with your CX peers.
