Welcome to the CCW UK EXECUTIVE EXCHANGE NOVEMBER

2 - 4 November 2026 | London, UK

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Stuart Balnaves

Deputy Director of Customer Experience Department for Education

Executive Exchange Day One

2:10 PM PANEL DISCUSSION: WORKFORCE TRANSFORMATION IN THE AI ERA: CLOSING THE SKILLS AND READINESS GAP

As operating models evolve and the introduction of AI increases, workforce readiness is becoming a critical barrier to successful transformation. This panel explores how CX leaders are equipping teams

with the skills, confidence and support needed to adapt, ensuring change is not just implemented, but sustained.

The discussion will focus on how organisations are moving beyond short-term fixes to build long-term capability, embed new ways of working and prepare teams to operate effectively in increasingly complex environments.

Identifying and closing critical capability and skills gaps
Building confidence and overcoming resistance across frontline teams
Redefining workforce models to support sustainable, AI-enabled operation

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

Download The Latest Agenda

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