WELCOME TO THE CCW UK EXECUTIVE EXCHANGE 2025
3 - 5 November 2025
| The InterContinental London Park Lane, London, UK
Executive Exchange Day Two - Wednesday, 5th November 2025
8:00 am - 8:30 am
REGISTRATION & NETWORKING BREAKFAST
9:00 am - 9:05 am
CHAIRPERSON’S OPENING REMARKS & WELCOME
9:05 am - 9:30 am
PRESENTATION: BUILDING LIFELONG LOYALTY: STARTING FROM THE FIRST EXPERIENCE
Katie Butterfield -
Head of Customer Operations,
NatWest Rooster Money
Discover how NatWest Rooster Money are creating long-term customer relationships by helping families and children build financial confidence early; fostering loyalty that lasts a lifetime.
• Discover how building strong financial habits in families supports wellbeing and fosters long-term trust in banking
• Learn how NatWest Rooster Money uses data and agile practices to better understand and serve customers in more personal ways
• Hear how the Rooster Money experience delivers lasting value through flexible options and personalised nudges that evolve with customers and drive lifelong engagement
9:30 am - 9:55 am
PRESENTATION: REBUILDING TRUST THROUGH TRANSFORMATION: LEADING CUSTOMER SERVICE CHANGE AMID COST PRESSURES AND PUBLIC SCRUTINY
In the midst of the largest investment and most radical transformation the water sector has ever seen, discover what it takes to deliver operational transformation at scale while keeping customers informed, engaged, and supported in the face of rising costs and public scrutiny.
• How to lead a technology and operational transformation in a highly regulated, traditionally low-profile sector facing increased public attention
• Communicating the “why” behind major service and cost changes to retain trust and deliver on environmental and customer impact goals
• Lessons learned from transforming internal platforms and services under intense operational and public pressure
9:55 am - 10:20 am
PRESENTATION: EMPOWERING AGENTS, ENHANCING RESIDENTS: AI IN ACTION
Liam Abbott -
Head of Information Technology,
Bath & North East Somerset Council
• Demonstrate how AI enhances live customer interactions through transcription, sentiment analysis, and topic tagging
• Show the agent perspective: real-time knowledge base support, first-time resolution, and seamless links to specialists
• Explore how councils can transform operations by unifying services, improving quality management, and streamlining journeys
10:20 am - 10:30 am
NETWORKING BREAK
10:30 am - 11:00 am
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
11:05 am - 11:35 am
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
11:40 am - 12:10 pm
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
12:10 pm - 12:20 pm
NETWORKING BREAK
12:20 pm - 1:00 pm
DELIVERING VALUE AT SCALE: ELEVATING SERVICE THROUGH RESILIENT TECH AND HUMAN TOUCH
Neal Silverstein -
Head of Technology Customer Services,
Specsavers
• As customer expectations rise and tolerance for disruption shrinks, the ability to maintain consistent service through both people and technology has never been more critical.
• Understand the ripple effects when service quality drops and how technology can either support or undermine the customer journey
• Examine how to build resilient systems that protect consistency, trust and outcomes, even under pressure
• Share perspectives on balancing efficiency, empathy and innovation in service delivery
12:20 pm - 1:00 pm
TRANSFORMING LEGACY PROCESSES TO DELIVER COMPASSIONATE, CUSTOMER-CENTRIC EXPERIENCES
Jenny Briars -
Head of Customer Governance,
LV=
• Learn how redesigning claims processes has reduced processing time from 32 days to just 20 minutes
• Understand how a risk-based, end-to-end approach supports customers without relying on outdated requirements
• See how these changes improve customer satisfaction, reduce complaints, and deliver meaningful cost savings
1:00 pm - 2:00 pm
NETWORKING LUNCH
Enjoy a delicious lunch over conversation with your CX peers.
