WELCOME TO THE CCW UK EXECUTIVE EXCHANGE NOVEMBER
3 - 5 November 2025
| The InterContinental London Park Lane, London, UK
Executive Exchange Day Two
8:55 am - 9:25 am
REGISTRATION & NETWORKING BREAKFAST
9:25 am - 9:30 am
CHAIRPERSON’S OPENING REMARKS & WELCOME
9:30 am - 9:55 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
9:55 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
REDESIGNING CX FROM THE INSIDE OUT – REBUILDING ROLES, WORKFLOWS AND OPERATIONS FOR SEAMLESS SERVICE
Dan Marrington -
Director of Strategy & Transformation - Flutter UK&I,
Flutter Entertainment
Great CX doesn’t just happen at the front line – it starts within. This interactive session explores how to build operational foundations that power consistent, seamless customer experiences.
· Map internal friction points and identify process bottlenecks that impact CX
· Redesign roles, responsibilities, and workflows for smarter service delivery
· Co-create practical blueprints to align internal operations with customer outcomes
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.
