Exclusive Reports and Interviews


The Previous CCW UK Executive Exchange 2024 Agenda

Welcome to the CCW UK Executive Exchange, the invite-only networking opportunity for senior CX, digital service, and contact centre leaders to network and benchmark best practices. Download the agenda to view the full speaker line-up and session outlines from the previous edition of the ...

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CCW Europe Sponsor Prospectus | CCW UK Executive Exchange November

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Insights from the Industry

Navigating AI Adoption: The Build versus Buy Conundrum

Here, we speak with two leaders who have gone down opposing paths. In the “build” corner we have Paul Cooper, the former Head of Technology Delivery, Operations and Cyber at takepayments, and in the “buy” corner we have Dan Allen, the Deputy Director Dan Allen, Deputy Director of Landlord Support, National Residential Landlords Association (NRLA) of Landlord Support at the National Residential Landlords Association (NRLA). Together they dive into the pros and cons of each approach and offer critical insights around AI scalability, maintaining AI independence, implementation best practices, talent management, and their biggest learnings.

AI in CX: The Practicalities of Implementation

The AI revolution is here. It’s happening. And CX leaders are under pressure to tap into it.

While early discussions around the new wave of AI technology hitting the market focused heavily on its potential, the discourse in 2024 has shifted towards tangible results. AI has crossed that nice-to-have threshold into must-have territory as more and more success stories come to light.

Not many companies are fully equipped for this transformation, though. Implementing AI poses numerous challenges on technical, regulatory, data, and workforce fronts. The rapid evolution of the technology requires businesses to adopt robust digital frameworks and conduct comprehensive risk assessments to protect their brand reputation.

So, just how are brands getting their AI journey started? Where are they investing in AI technology? What impact have existing investments already made? How prepared are their respective workforces? What are their biggest concerns around AI integration?

This report offers some answers.

Based on insights gathered from a survey of more than 100 customer management executives from the CCW Europe community, it provides a broad picture of a perpetually changing, highly nuanced space.

Key findings include:

  • A massive 73% of respondents report that investing in CX-focused AI technology is high on the agenda of their C-suite, with more than one-fifth (21%) saying it is “very high”.
  • 30% plan to deploy a new AI tool within the next six months; 24% plan to do so within 12 months; and 28% plan to do so within two years.
  • 9% report they are all in on “transformative AI” - the type of AI that solves problems and anticipates customer needs before they are even articulated.
  • Implementation and management costs, a lack of internal skills, and data security risks are among the top AI-related concerns for CX leaders

To get more insights and explore some actionable AI takeaways that can empower you to lead your team confidently into the AI-powered future, download the report in full.

Turning Customer Centricity into a Business Differentiator

For brands today, crafting great customer experiences is about putting your audience at the centre of everything. It’s not easy, but it’s a key business differentiator. Many leaders struggle to get started, hindered by the challenges of driving transformation across teams. Yet, not staying the course risks serious reputational damage. Successful examples are emerging, driven by a clear vision, agility, and transparent communication. In this piece, Abdul Khaled, Head of Digital at E.ON Next, shares how he keeps a customer-centric focus, leverages data, and integrates AI into his strategy.

How AI can build trust with Digital First Consumers

In today’s digital-first landscape, delivering consistent, tailored experiences is crucial for all brands, whether B2C or B2B. Being present with the right touchpoint at the right time is essential, as any missed expectations can erode brand trust and loyalty. With 96% of consumers saying a negative experience affects their return likelihood, and 12% willing to switch brands after just one poor interaction, CX leaders must prioritise seamless, valuable experiences. This piece explores how AI-powered search and content recommendation platforms can help brands meet these demands and drive meaningful business outcomes.