Welcome to the CCW UK EXECUTIVE EXCHANGE

2 - 4 November 2026 | London, UK

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David Hawksworth

Customer Engagement Director Auto Trader UK

Day 2 - Enabling Change

3:45 PM WORKSHOP B: SCALING AI IN THE REAL WORLD: WHAT ACTUALLY CHANGES

Many organisations have moved beyond initial AI experimentation, but the challenge now is scaling AI in ways that deliver meaningful customer and commercial outcomes. As AI becomes more embedded across the organisation, the focus is shifting from individual use cases to using data, insight and automation to create more connected, personalised and intelligent customer experiences.

This discussion explores how organisations are using AI to better understand customer behaviour, surface intent and apply those insights across the customer journey to drive engagement, prioritisation and long-term value.

Using AI and behavioural signals to better understand customer intent and priorities
Connecting digital and physical journeys to create more seamless customer experiences
Turning customer insight into action through more intelligent engagement strategies
Scaling AI beyond individual use cases to deliver measurable business and customer value

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

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