Welcome to the CCW UK EXECUTIVE EXCHANGE

2 - 4 November 2026 | London, UK

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Dan Eddie

Director of Customer Service AXA Health

Day 1 - Setting the Foundations

2:30 PM SESSION D: FROM REACTIVE TO PREDICTIVE: DESIGNING PROACTIVE CX AT SCALE

Organisations are moving away from reactive service models toward more proactive and preventative approaches. The ability to anticipate issues, resolve them before they impact the customer and design operations that reduce failure demand is becoming a key differentiator. This session explores how leaders are embedding proactivity into how their organisations operate, moving CX upstream and aligning teams, data and processes to prevent issues at scale

Moving from reactive resolution to prevention-led operating models
Using data and insight to identify and reduce failure demand
Aligning teams and processes to enable proactive intervention at scale

Check out the incredible speaker line-up to see who will be joining Dan.

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