Welcome to the CCW UK EXECUTIVE EXCHANGE NOVEMBER

2 - 4 November 2026 | London, UK

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Daniel Edwards

Head of Customer Centre Operations Cadent Gas LTD

Executive Exchange Day One

10:50 AM SESSION B: SCALING AI SAFELY: BALANCING INNOVATION, RISK AND CUSTOMER TRUST

Scaling AI effectively requires more than adoption alone, it depends on how well it is applied to real operational challenges without compromising trust or control. The focus here is on taking a measured, problem-led approach that delivers practical outcomes while maintaining strong customer experiences.

Using Cadent's journey of modernising legacy, single-channel operations, the discussion will reflect on the rollout of AI and automation, sharing what has been implemented, what has been learned and the results achieved over the past year.

Applying AI to real operational challenges to drive measurable impact
Balancing automation with human judgement in complex scenarios
Transitioning from legacy systems and managing demand through intelligent triage

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

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