WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Wednesday 13th May 2026 - Summit Day 2
8:15 am - 9:00 am
NETWORKING BREAKFAST
9:00 am - 9:05 am
CHAIRPERSON’S OPENING REMARKS
Brian Flanagan -
Global Head of Public Websites,
HSBC.
9:05 am - 9:30 am
FIRESIDE CHAT: DESIGNING CUSTOMER EXPERIENCES THAT BUILD TRUST AND CONNECTION
Karen Ehrlich -
General Manager -Vice President Clinique, Dr.Jart+ and Lab Series - UK & ROI,
The Estée Lauder Companies
Brian Flanagan - Global Head of Public Websites, HSBC.
Customers judge brands through the experiences they have, not just the messages they see. In this fireside chat, we explore how every interaction, from content and product to
service and digital touchpoints, shapes how a brand is felt, trusted and remembered. Drawing on Clinique’s immersive brand experiences and global perspective, the conversation
will unpack the role of storytelling, personalisation and emotional connection in modern customer experience. Together, we’ll reflect on how organisations can create coherent,
meaningful journeys that avoid fragmentation, ensuring brand truth shows up consistently while still flexing to meet customer context and expectations.
Karen Ehrlich
General Manager -Vice President Clinique, Dr.Jart+ and Lab Series - UK & ROIThe Estée Lauder Companies
9:30 am - 10:00 am
PANEL DISCUSSION: FRONTLINE PERSPECTIVES – ADAPTING AND THRIVING IN EVOLVING CUSTOMER SERVICE
Luke Duffell -
Director, Solution Engineering,
NICE
Ben Parkin - Customer Success Specialist, PensionBee
Joe Peacock - Customer Success Specialist, PensionBee
Customer service is advancing at an unprecedented pace, and agents are at the heart of that transformation. This session gives an unfiltered look at how frontline teams are responding to new technologies, shifting customer expectations, and the pressures of a rapidly changing environment.
Agents will share the strategies, skills, and resilience that allow them to deliver outstanding service every day. From managing complex interactions to finding innovative ways to solve problems, this discussion highlights both the challenges and the creativity that define modern customer service roles.
• Hear agents’ stories of adaptation, problem-solving, and daily victories in a fast-moving environment
• Explore how frontline teams balance efficiency, empathy, and innovation to meet customer needs
• Understand the personal and professional resilience required to thrive under continuous change
10:00 am - 10:25 am
PRESENTATION: THE DISAPPEARING INTERFACE: HOW AI IS RESHAPING CUSTOMER EXPERIENCE
Mo Nuur -
Head of Customer Product,
E.ON Next
As AI becomes more capable, customers will increasingly expect brands to understand what they need, guide them through decisions and help them complete tasks with less friction. This session explores how customer experience is shifting from screens, menus and forms towards intent, context and intelligent assistance.
The audience will learn why the interface is not going away, but its role is changing. The best experiences will not simply be more automated; they will be more helpful, more personalised and better connected across channels. The session will also cover how organisations can prepare by improving their data, simplifying journeys, strengthening trust, and designing clear human escalation when customers need support.
10:25 am - 11:10 am
REFRESHMENTS & NETWORKING
TRACK A: BRAND EXPERIENCE & MARKETING
11:10 am - 12:00 pm PANEL DISCUSSION: AGENTIC AI FOR GROWTH: SAFER, SMARTER AND MORE SEAMLESS CUSTOMER JOURNEY’S David Jones - Head of Consumer UK, PayPalAswin Peter - Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms, British Gas
Ed Hornby - Former Head of Transformation Delivery, Premier League
AI-powered automation is rapidly moving from assistance to autonomy in consumer journeys, reducing effort, boosting conversion and enabling new commercial models. With opportunity also comes risk, so trust, transparency and behavioural change must be re-examined.
• Explore real progress toward personalised experiences that drive measurable outcomes
• Connect AI with service, product, digital and operational functions to create seamless journeys
• Identify where automation is appropriate and where human judgement still matters
• Design journeys that customers love, not just journeys that function
Expect actionable insight on delivering growth while keeping autonomy safe and genuinely customer-centred.
Aswin Peter
Senior Product Lead - Payments Strategy & Customer Experience - Energy PlatformsBritish Gas
TRACK A: BRAND EXPERIENCE & MARKETING
12:05 pm - 12:30 pm FIRESIDE CHAT: FROM REAL-TIME TO RIGHT-TIME: DELIVERING CONNECTED, HUMAN-CENTRED PERSONALISATION Nessa O’Gorman - Director, Product Management, ExpediaAs real-time becomes a baseline expectation rather than a differentiator, organisations face a new challenge: moving beyond speed to deliver truly connected, human-centred personalisation. In this session, explore how leading brands are aligning data, technology and design to create seamless, context-aware experiences that balance immediacy with trust, relevance and long-term customer value.
Build a connected data foundation to enable real-time customer understanding while navigating the growing tension between privacy and personalisation
Design AI-driven, human-centric interactions that feel contextual and helpful, not intrusive, across every touchpoint
Align omnichannel journeys and reduce friction by creating agile systems and processes that evolve with customer expectations
TRACK B: DIGITAL DESIGN & EXPERIENCE
11:10 am - 12:00 pm PRESENTATION & AUDIENCE DISCUSSION: REIMAGINING DIGITAL ENGAGEMENT: STOP TRYING TO DRIVE WHAT ALREADY EXISTSMost customers already prefer digital channels. The opportunity is not driving adoption, but making those journeys simple, intuitive and effective.
• Optimise digital journeys for ease, confidence and self-service across all customer segments
• Reduce reliance on higher-cost support by removing friction and failure points
• Use completion and drop-off data to continuously improve digital performance
TRACK B: DIGITAL DESIGN & EXPERIENCE
12:05 pm - 12:30 pm PRESENTATION: POWERING CONNECTED EXPERIENCES WITH DIGITAL CONTINUITYAs customer journeys expand across channels and devices, organisations need a unified system to deliver consistent, personalised and high-performing digital experiences at scale. This session explores how integrated experience platforms bring content, data and design together to create seamless, agile ecosystems for marketing, digital and product teams.
• Uniting content management, personalisation, analytics and journey orchestration to deliver consistent experiences across all touchpoints
• Empowering teams with a single platform that accelerates delivery, reduces operational complexity and improves digital agility
• Strengthening commercial performance through scalable design systems, real-time optimisation and connected experience delivery
TRACK C: SERVICE & OPERATIONS EXCELLENCE HOSTED BY NiCE COGNIGY
11:10 am - 12:00 pm PANEL DISCUSSION: WHERE HUMANS THRIVE. DESIGNING THE AI ENABLED CONTACT CENTRE Paul Preute - Associate AI Transformation Consultant, NiCE CognigyLinda Davis - Head of Operations, AllClear
John Rankin - Director of Home Service, Sky
Fola Olafare - Customer Service Delivery Manager, Transport for London
AI is changing the role of the contact centre, enabling people to focus on what they do best: building human connection, resolving complexity and strengthening customer confidence. As automation scales, the priority becomes designing an environment where AI and people work together to deliver better outcomes.
This conversation explores how to shape a contact centre where technology enhances human capability, supports frontline teams and maintains trust at scale.
• Reshape skills, roles and workforce strategy as automation grows
• Use data to close the loop and improve every interaction
• Combine intelligent automation with empowered people for stronger outcomes
• Safeguard governance and trust to ensure responsible deployment
TRACK C: SERVICE & OPERATIONS EXCELLENCE HOSTED BY NiCE COGNIGY
12:05 pm - 12:30 pm PRESENTATION: BEYOND AUTOMATION. BUILDING AI THAT DELIVERS BUSINESS OUTCOMES Paul Preute - Associate AI Transformation Consultant, NiCE CognigyAI is evolving from a support tool to a strategic driver of operational and commercial performance. This session focuses on what is required to unlock that shift.
Explore ways to:
• Connect AI agents with business data and systems to unlock new capabilities
• Transform service from reactive resolution to proactive experiences
• Measure success with next generation KPIs focused on autonomy and preference
• Scale value across digital and voice journeys with proven operating models
Sponsored by: NiCE Cognigy
12:30 pm - 1:30 pm
NETWORKING LUNCH
1:30 pm - 2:10 pm
PANEL DISCUSSION A: DESIGNING CONNECTED CUSTOMER JOURNEYS THROUGH SHARED INSIGHT AND COLLABORATION
Brian Flanagan -
Global Head of Public Websites,
HSBC.
Holly McKinlay - Director of Strategic Communications & Brand, WWF
Kate Wyn Jones - Director Audience & Digital Strategy, Universal Music
Darci Dutcher - Former Director of Product Design and User Research, The Financial Times
Ed Hornby - Former Head of Transformation Delivery, Premier League
Holly McKinlay - Director of Strategic Communications & Brand, WWF
Kate Wyn Jones - Director Audience & Digital Strategy, Universal Music
Darci Dutcher - Former Director of Product Design and User Research, The Financial Times
Ed Hornby - Former Head of Transformation Delivery, Premier League
As journeys become more fluid and cross-functional, the challenge is less about individual channels and more about how teams work together. This session explores how shared data, joined-up decision-making and cultural alignment enable organisations to design coherent, human-centred experiences end to end.
• Move from isolated ownership to shared decision-making and joint accountability across functions
• Align teams around a single, consistent view of the customer to improve clarity and focus
• Connect data, priorities and culture so journeys feel seamless from the customer’s perspective, not the organisation’s structure.
Darci Dutcher
Former Director of Product Design and User ResearchThe Financial Times
1:30 pm - 2:10 pm
ROUNDTABLE B: CULTURE FIRST – LAYING THE FOUNDATIONS FOR CONTACT CENTRE TECH INNOVATION
Costa Delis -
Director, Customer Experience UK,
Jaguar Land Rover
Technology alone does not transform customer experience, culture does. At JLR, the focus was on building trust, reshaping perceptions of efficiency, and engaging frontline teams to realise the true benefits of innovation. Hear the story of laying the cultural groundwork that allowed technology to thrive, enabling teams to deliver higher-touch service and embrace transformation confidently.
• Build trust within your team as the foundation for successful tech adoption
• Reframe efficiency: moving from “efficiency = job cuts” to “efficiency = more high-touch service”
• Shape frontline teams’ role in realising the benefits of transformation
1:30 pm - 2:10 pm
ROUNDTABLE C: HUMAN CREATIVITY IN AN AI-DRIVEN MARKETING WORLD
Bukola Odunaiya -
Senior Integrated Campaigns Manager,
Expedia Group
As AI reshapes content creation, targeting and optimisation, marketers are redefining what creativity means. Explore the human elements that remain essential, judgement, storytelling, cultural insight. Discover how AI can build on these strengths to deliver more relevant and authentic campaigns.
• Balance human creative direction with AI powered execution to create intelligent, customer centred journeys
• Use generative and predictive tools to scale personalisation while protecting brand voice and emotional resonance
• Combine behavioural insight and cultural context with AI to design campaigns that feel distinctive, relevant and human
1:30 pm - 2:10 pm
PANEL DISCUSSION D: PUTTING CX AND PERSONALISATION ON THE BOARDROOM AGENDA
Zack Wragg -
Senior Product Owner–Digital Commerce Transformation,
Merlin Entertainments
CX initiatives often fail not because of lack of strategy, but because they never reach the decision-makers who can fund and prioritise them. This panel explores how leading CX and data professionals translate insights into boardroom action, create measurable ROI, and turn pilot projects into organisation-wide change.
• Investigate how CX and data leaders secure board-level buy-in, demonstrate measurable ROI, and build organisational confidence
• Turn small, high-impact use cases into proof points that drive departmental alignment and cultural change
2:10 pm - 2:40 pm
REFRESHMENTS & NETWORKING
2:40 pm - 3:10 pm
PRESENTATION: LEADING WITH PURPOSE – CULTURE, SUSTAINABILITY AND THE FUTURE OF CUSTOMER EXPERIENCE
Stuart Trevor -
Founder,
All Saints
Alan Ranger - VP of International Marketing, Cresta
In this fireside chat, Stuart Trevor explores how leadership, culture and sustainability shape the modern customer experience. Drawing on decades of brand-building, he discusses what it takes to empower teams, break down silos and create organisations where customer-centric thinking becomes second nature. Stuart also unpacks how responsible innovation and sustainable principles strengthen brand trust, employee engagement and long-term commercial performance.
3:10 pm - 3:50 pm
PANEL DISCUSSION: THE COLLABORATIVE C-SUITE: UNIFYING LEADERS AROUND THE END-TO-END JOURNEY
Hady Khalaf -
Chief Capability Officer,
Bel
Penny Brough - Chief Marketing Officer, Uktv
Kevin Cassar - Director - Chief Data and AI Officer, TalkTalk Plc.
Ian Plummer - Chief Customer Officer, Autotrader UK
Alan Ranger - VP of International Marketing, Cresta
To close the day, senior leaders spanning the full customer journey will come together to share a unified view of what it truly takes to build an organisation centred around one customer, one journey and one shared purpose. This forward-thinking panel explores how collaboration at the top transforms decision making, experience and long-term commercial growth.
- Why a single shared view of the customer is becoming a strategic necessity for modern enterprises
- How C-suite alignment accelerates innovation, simplifies and strengthen end-to-end delivery
- What the next generation operating model looks like when cross-functional leadership work as one
