Phil Quickenden

Head of Customer Service Camden Council

Executive Exchange Day One - Tuesday, 4th November 2025

11:50 AM FROM CHAOS TO CONNECTION: REDESIGNING THE CONTACT CENTRE TO IMPROVE EFFICIENCY

In just 12 months, Phil led a bold transformation of his local authority contact centre, breaking down legacy silos to meet rapidly evolving customer expectations – particularly for the most vulnerable. This session will explore how service redesign, human-led segmentation, and smart technology deployment improved outcomes, increased efficiency, and strengthened emotional connection. Phil will share the strategy, challenges, and key lessons from this journey, followed by an interactive discussion on how others can drive similar change within their organisations.

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

Download The Latest Agenda

In Partnership With:

CCW Europe Digital

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