Kiera Martin, Event Director, CCW Europe
Prepare for a compelling interview with one of today’s most influential figures. Covering topics ranging from resilience to visionary leadership, this session builds on the legacy of previous CCW Europe speakers, including: Baroness Karren Brady CBE, Jo Malone CBE, David Coulthard MBE and Peter Schmeichel MBE. Expect inspiration, invaluable insights, and plenty of takeaways applicable to your own journey.
Serving 20 million customers, UK Power Networks have a monopoly in their industry, meaning that customers only have them to turn to when bad weather conditions cause trouble in their homes.
Living in the UK, you’ll know how unpredictable the weather is, and how storms can emerge quickly, leaving devastation to so many communities. In this instance, UK Power Networks ensures they are ready and able to service customers to the same standard as a BAU day, even when they are experiencing 10-15 times standard call volumes.
In this session, Alex will recount:
• How every single member of the
organisation is prepared and equipped to serve customers in a crisis.
• How he built customer-centricity into UK Power Networks from the beginning of his tenure to now, having a robust customer service operations.
• How his team keep customers informed, which makes them feel seen and heard during times of crisis.
Outlining the award-winning approach to Digital Transformation for Ageas UK’s Direct customers and contact centres, Tracy will dive into the service transformation story of how Ageas created more service choices for customers, whilst maintaining service quality and also unlocking operational efficiency. This is a tricky balancing act for all organisations and this case study provides a ‘behind the curtain’ look at how one organisation has approached it in a truly customer-centric way.
Dive into small-group discussions on the topics that matter most to you. With 12 sessions to choose from, each table will focus on a unique theme, guided by an experienced moderator. This is your chance to ask questions, share your experiences, and collaborate with peers who share your interests and challenges. Whether you're seeking fresh ideas or offering your own insights, these sessions promise dynamic conversations and actionable takeaways.
Have you got a business challenge that’s keeping you up at night? Wondering how others are tackling similar issues? This session is your chance to get real, actionable advice from experts and peers alike.
Throughout the day, submit your most pressing questions anonymously via our QR code, and join us for this dynamic, problem-solving session where no CX topic is off-limits. This session features a panel of experts who will provide candid advice, practical solutions, and fresh perspectives on your unanswered customer management challenges.
It’s the perfect opportunity to tackle real-world scenarios in a safe, interactive environment while gaining insights you can implement as soon as you return to the office.
Relax after a day of rich insights and learning with your peers, overlooking the iconic grounds of the Allianz Stadium.