Welcome to the CCW UK EXECUTIVE EXCHANGE
2 - 4 November 2026
| London, UK
Jen Sharp
VP Customer Service DHL International
Day 2 - Enabling Change
9:00 AM PRESENTATION: WHAT TRANSFORMATION SETBACKS TAUGHT ME ABOUT SCALING AI, CHANGE AND CUSTOMER OPERATIONS
Technology transformation rarely fails because of the technology itself. More often, the challenges emerge when new systems, processes and ways of working meet the reality of day-to-day operations.
Drawing on her customer service transformation journey, this session explores the lessons learned from a major service migration, the unexpected impact, and how those experiences are now shaping the organisation's approach to AI, innovation and future change.
This presentation offers an honest perspective on what happens when transformation doesn't go as expected, and what leaders can learn from it.
What was unexpected during a large-scale transformation and the lessons learned along the way
Why trust, adoption and employee confidence matter as much as technology
Building a culture that embraces experimentation, learning and continuous improvement
Leading through uncertainty and creating the conditions for innovation to succeed
Applying those lessons to the next generation of AI and Agentic AI initiatives
Check out the incredible speaker line-up to see who will be joining Jen.
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