Welcome to the CCW UK EXECUTIVE EXCHANGE

2 - 4 November 2026 | London, UK

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Luke Duffell

Director, Solution Engineering NICE

Day 1 - Setting the Foundations

10:45 AM KEYNOTE: ORCHESTRATING AI-LED CUSTOMER JOURNEYS AT ENTERPRISE SCALE

As AI scales across customer operations, many struggle to move beyond siloed use cases toward unified, outcome-driven experiences. This session explores how to design and orchestrate end-to-end

customer journeys, connecting AI, human support and backend systems to deliver real resolution at scale. Dive into how enterprises are deploying conversational and voice AI across channels while

maintaining control, flexibility and consistency.

Orchestrating AI across voice and digital channels
Connecting interactions to backend systems for resolution
Blending AI and human support in complex scenarios
Scaling AI with control, speed and continuous optimisation

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

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