Welcome to the CCW UK EXECUTIVE EXCHANGE NOVEMBER

2 - 4 November 2026 | London, UK

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Isobel Crosse

Head of Financial Care Santander

Workshop Day

11:15 AM SESSION A: RETHINKING THE CONTACT CENTRE: FROM COST CENTRE TO CX ENGINE

As automation reshapes service delivery and customer needs become more complex, organisations are rethinking the role of the contact centre. No longer just a support function, it is increasingly viewed as a driver of customer experience and business performance.

In this session, Isobel Crosse shares how Santander is evolving its operating model while keeping people at the centre of transformation. The focus is on supporting teams through change, maintaining culture and embedding AI in a way that improves service quality and consistency.

Evolving workflows to support AI-enabled service
Enabling people-led transformation through change
Supporting adoption of new technologies

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

Download The Latest Agenda

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