Welcome to the CCW UK EXECUTIVE EXCHANGE NOVEMBER

2 - 4 November 2026 | London, UK

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Jason Richardson

Head of Customer Experience Abbott Lyon

Executive Exchange Day One

3:30 PM WORKSHOP A: AI WITHOUT REGRET: HOW TO START WITHOUT GETTING IT WRONG

Organisations face growing pressure to adopt AI, yet early decisions can have lasting impact on customer experience, trust and operations. In this session, Jason Richardson shares how his organisation took a more considered, human-centric approach, focusing on strong foundations before scaling.

Through this journey, he will explore how they achieved over 60% chat automation, improved CSAT beyond human agents and delivered significant ROI, while avoiding common pitfalls such as over-automation and poor experience design. The session will focus on building AI in a way that enhances both customer and employee experience.

Defining what should and should not be automated
Getting early decisions right across tone, design and use cases
Taking an iterative approach to drive value beyond cost reduction

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

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