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 - 9:35 am
FIRESIDE CHAT: DOING MORE WITH LESS: RETHINKING EFFICIENCY, COST AND GROWTH IN CX AND THE CONTACT CENTRE
Jenny Briars -
Head of Customer Governance,
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Louise Walsh - Chief Customer Contact Officer, Utilita Energy
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
9:35 am - 10:35 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.
10:35 am - 11:05 am
PRESENTATION: 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
11:05 am - 11:35 am
PRESENTATION: BUILD, BUY OR BUILD ON TOP? AN AI DECISION FRAMEWORK FOR CX LEADERS
Lars Schumann -
Head of Business Innovation,
Carwow
11:35 am - 12:05 pm
PRESENTATION: FROM CUSTOMER SIGNALS TO SMARTER ENGAGEMENT
David Hawksworth -
Customer Engagement Director,
Auto Trader UK
As AI becomes more established across the organisation, businesses have an opportunity to build a richer understanding of what customers need, value and are likely to do next. The next stage is to bring together behavioural signals, customer data and intelligent capabilities to make engagement more relevant across the end to end journey.
This presentation explores how organisations can use AI to recognise customer intent, strengthen personalisation and make better decisions about when, where and how to engage. It will consider how these capabilities can be expanded across channels to improve customer outcomes and support sustainable commercial growth.
Identifying customer intent through behavioural signals and connected data
- Creating more relevant engagement across digital and physical touchpoints
- Applying customer intelligence to strengthen personalisation and prioritisation
- Expanding intelligent engagement across the journey to deliver measurable value
12:05 pm - 12:10 pm
CHAIRPERSON'S CLOSING REMARKS
Enjoy a delicious lunch over conversation with your CX peers.
12:10 pm - 1:10 pm
NETWORKING LUNCH & END OF CCW UK EXECUTIVE EXCHANGE
Enjoy a delicious lunch over conversation with your CX peers.
