Welcome to the CCW UK EXECUTIVE EXCHANGE NOVEMBER

2 - 4 November 2026 | London, UK

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Eugene Neale

Director of Business IT and AI operations Loveholidays

Executive Exchange Day Two

12:00 PM SESSION C: SCALING AI FOR REAL IMPACT: FROM EXPERIMENTATION TO ENTERPRISE VALUE

AI and automation are no longer experimental priorities, but scaling them effectively remains a challenge. loveholidays is moving beyond isolated use cases to embed AI directly into day-to-day operations, treating it as infrastructure rather than a standalone tool.

Building on the success of its AI chatbot, which now handles the majority of customer service queries, the organisation is enabling teams with AI-powered workflows that automate repetitive tasks, intelligently route complexity and retain human judgement where it matters most. The focus is on controlled adoption, measurable outcomes and redesigning operations in a way that delivers long-term operational and customer value.

Embedding AI into workflows rather than layering it on top
Scaling automation while maintaining control, consistency and human oversight
Linking AI initiatives to measurable operational, commercial and CX outcomes

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

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