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.
Enabling our agents to help customers to get their jobs done. It’s a tough gig especially when you don’t know who is contacting and why. In this session you’ll learn how HSBC delivered a strategic transformation designed to improve customer experiences by rethinking “the hardest jobs in the company” – agents (digital and human) and their supervisors – leveraging AI and GenAI. Their proven approach kick-started a bank-wide transformation programme that’s leading to continuous improvement across customer and employee lifecycles.
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.
· Understand how to select and optimise the channels that best meet your customers' needs.
· Learn how to balance digital and human service interactions to elevate the overall customer experience.
· Discover practical tips for integrating self-service and live support to drive efficiency and satisfaction.
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.
As artificial intelligence continues to transform industries, understanding the UK's regulatory framework becomes paramount for customer management leaders. In this exclusive fireside chat, Emily Darlington - British Labour Party politician and Member of Parliament - a key figure in shaping the UK's AI policies, offers an insider's perspective on the evolving landscape of AI regulation. Drawing from her active role in the Science, Innovation and Technology Committee, Emily will discuss the UK's strategic vision for AI, the implications for customer service, and how businesses can navigate the complexities of compliance while fostering innovation. Gain valuable insights into forthcoming regulatory shifts and learn how to position your organisation to thrive in the era of AI-driven customer engagement.
Join us for an unmissable welcome party featuring rugby legend Matt Dawson MBE. Dive into inspiring stories from Matt's incredible career, gain insights into teamwork and peak performance, and test your knowledge in a competitive quiz hosted by Matt himself. The perfect start to tackle the Summit with energy and collaboration - don’t miss this perfect opening play.
Relax after a day of rich insights and learning with your peers, overlooking the iconic grounds of the Allianz Stadium.