The CCW UK Executive Exchange took place from 3–5 November 2025 at The InterContinental Park Lane, bringing together 60 of the UK’s most senior CX, digital and contact centre leaders. Across three days, participants took part in in-depth discussions, closed-door boardrooms and tailored networking sessions in an environment designed for focus and meaningful connection.

Built around the theme Faster. Smarter. More Human, the 2025 Exchange encouraged leaders to think critically about how to deliver customer experiences that balance efficiency, intelligence and empathy. Sessions explored how AI, automation, culture and data strategy can be used to create practical, sustainable change rather than theoretical ambition.

Topics discussed included:

• Using AI and automation to enhance, not replace, human service
• Redesigning operations for greater speed, consistency and value
• Turning data into timely decisions and measurable results
• Building loyalty through transparency, ethics and trust
• Leading culture change that empowers people and drives better outcomes