From 12th–14th May 2025, customer contact leaders gathered at The Allianz Stadium in Twickenham, London for an unforgettable three-day experience. The CCW UK Summit 2025 brought together a dynamic community of professionals to explore the future of customer experience through over 25 hours of expert-led content.

This year's agenda was packed with powerful sessions, featuring a world-class speaker faculty and deep dives into the most critical focus areas shaping the industry. Whether it was discovering the top reasons to attend, networking with passionate peers, or gaining actionable insights beyond the buzzwords, this year’s summit delivered on every front. Explore the full agenda, key themes for 2025 include:

• Elevate experiences with AI and automation: Unlock the potential of AI to solve organisational challenges, enhance customer interactions, and empower teams with digital tools. Ensure ethical and accurate applications of AI to build trust and elevate service delivery.
• Future-proof through brand differentiation: Stay ahead of evolving expectations by embracing innovation. Develop agile strategies that position the organisation as a leader, while embedding inclusivity and customer-centricity into the brand identity.
• Unlock the power of customer insights: Build a unified customer view by leveraging advanced analytics and predictive tools. Use actionable insights to foster innovation, drive strategic decisions, and personalise experiences that create a lasting impression.
• Design human-centric experiences: Deliver empathetic engagement by deeply understanding the forces shaping consumers’ lives. Craft experiences that resonate with customers’ evolving needs across every touchpoint, from pre-purchase to loyalty.
• Create seamless omnichannel journeys: Break down silos to align digital and physical touchpoints, ensuring effortless interactions across platforms. Prioritise high-impact channels and synchronise CRM, data, and service systems to deliver consistency and convenience.
• Enhance employee experience and organisational collaboration: Equip teams with tools, knowledge, and confidence to thrive in a world shaped by AI. Foster a culture of collaboration and empathy to engage talent, improve retention, and support exceptional customer service.
• Innovate for the next generation of customers: Reinvent strategies to meet the values and expectations of tomorrow’s consumers. Explore how societal trends and emerging technologies reshape customer priorities, and adapt to stay relevant in a competitive market.
• Build engagement through personalisation: Strengthen customer relationships by delivering personalised experiences at every stage of the journey. Go beyond transactions with proactive retention strategies and tailored touchpoints that surprise, delight, and inspire advocacy.
• Maximise resources for strategic success: Build compelling business cases for CX investment, secure leadership buy-in, and optimise limited resources for maximum impact. Learn how organisations do more without sacrificing quality or innovation.
• Revolutionise metrics for modern CX success: Move beyond traditional KPIs to redefine what matters most in building customer relationships. Embrace holistic metrics that capture true customer value, engagement, and loyalty.