WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Monday 11th May 2026 - Agent of the Future Focus Day
12:00 pm - 12:20 pm
REGISTRATION
12:20 pm - 1:20 pm
NETWORKING LUNCH: MENTORSHIP MEET-UP TO CONNECT, LEARN & GROW
Turn your networking break into a powerful growth opportunity by engaging in meaningful conversations with mentors and peers. Guided discussion prompts will help you explore career challenges, personal development goals, and key insights to accelerate your growth. Walk away with fresh perspectives, valuable connections, and actionable takeaways to enhance your professional journey.
1:20 pm - 1:25 pm
CHAIRPERSON’S OPENING REMARKS
1:25 pm - 1:35 pm
ICEBREAKER: IF I COULD AUTOMATE ONE THING…
Start the afternoon with a fast-paced, interactive icebreaker. Share the one task you’d love to automate and explore how smart technology could free up time for more meaningful, high-value work.
1:35 pm - 2:05 pm
PRESENTATION: INTELLIGENT CX: SUCCEEDING IN THE AGE OF AI AND HUMAN CONNECTION
Luke Duffell -
Director, Solution Engineering,
NICE
Discover how leading organisations are blending AI with human expertise to transform customer experience. This session explores practical ways to use intelligent tools to boost productivity, personalise interactions, and elevate service – while keeping empathy, trust, and human judgment at the core of every customer connection.
2:00 pm - 2:35 pm
ROUNDTABLE: DESIGN YOUR FUTURE: BUILDING A CAREER ALIGNED WITH YOUR AMBITIONS
Jessica Ham -
Head of Customer Experience,
National Grid
Take part in an interactive discussion focused on shaping a career that fits your goals, strengths, and values. Share experiences, challenges, and aspirations while exploring practical steps to create a clear and flexible career pathway in customer experience.
2:35 pm - 2:55 pm
REFRESHMENTS & PROFESSIONAL HEADSHOTS
Recharge with refreshments while taking the opportunity to update your professional image with a high-quality headshot – ideal for LinkedIn and internal profiles.
2:55 pm - 3:30 pm
WORKSHOP: THRIVING THROUGH CHALLENGES: HARNESSING EMPATHY AND EMOTIONAL INTELLIGENCE
Sarah Durber -
VP of Customer Success,
PensionBee
Build practical skills to stay resilient and effective in demanding environments. This interactive session focuses on strengthening emotional intelligence, using empathy as a professional advantage, and managing pressure while maintaining performance and wellbeing.
3:30 pm - 4:10 pm
PANEL DISCUSSION: ASK THE EXPERTS: REAL TALK ON CAREER GROWTH IN CX
Louise Phillips -
Vice President - Customer Centres,
Virgin Atlantic Airways
Stephanie Gordon - Head of Global CX, Wayfair
Jo Foxall - Customer Experience Director, Transport for Wales
Jessica Ham - Head of Customer Experience, National Grid
Barry Cooper - Head of Customer Success, SMART Currency FX
Michael Moore - Consumer Success Manager, EMEA & Corporate Affairs, Haleon
Hear honest, practical insights from experienced CX leaders. This session tackles the real questions around progression, skills development, setbacks, and opportunities – giving you actionable advice you can use immediately.
4:10 pm - 4:15 pm
CHAIRPERSON’S CLOSING REMARKS
4:15 pm - 5:15 pm
WELCOME PARTY
Unwind, connect, and celebrate with peers in a relaxed networking environment. Enjoy informal conversations, build new relationships, and reflect on the day’s insights in a social setting.
