The #1 UK Event for Progressive Customer Engagement, CX, and Digital Service Leaders
12 - 14 May, 2025 | Allianz Stadium, Twickenham, London
Tuesday 13th May 2025 - Summit Day 1
7:45 am - 8:45 am
REGISTRATION & NETWORKING BREAKFAST
8:45 am - 8:50 am
CCW UK SUMMIT 2025: WELCOME FROM THE EVENT DIRECTOR
Kiera Martin, Event Director, CCW Europe
8:50 am - 9:00 am
CHAIRPERSON’S OPENING REMARKS
9:00 am - 9:30 am
FIRESIDE CHAT WITH CCW UK SUMMIT’S STAR SPEAKER
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.
9:30 am - 9:55 am
PRESENTATION: GLOBAL CONVERSATIONS: SCALING ADIDAS’ CUSTOMER SERVICE AI ACROSS MARKETS & LANGUAGES
Stijn Bannier -
Global Product Director,
adidas
Angel Tania - Product Owner Chatbot & Conversational Technology, adidas
- Explore how adidas leveraged Cognigy.AI to scale their customer service AI agent.
- Learn strategies for balancing global consistency with local flexibility in AI implementations.
Sponsored by: Cognigy
9:55 am - 10:20 am
PRESENTATION: UNLOCKING THE POWER OF EXPERIMENTATION TO DRIVE CX INNOVATION
- Learn how to embed a culture of experimentation and agility into the foundation of your CX strategy, enabling continuous innovation and improvement across all customer touchpoints.
- Discover inspiring, real-world examples of businesses that successfully applied experimentation to enhance their customer experience, increase engagement, and drive measurable results.
- Understand how to turn failed experiments into valuable learning opportunities, and how adopting a growth mindset can accelerate your path to long-term customer loyalty and brand differentiation.
10:20 am - 11:00 am
REFRESHMENTS & NETWORKING
10:20 am - 11:00 am
DEMO-DRIVE
TRACK A: MAXIMISING STRATEGIC IMPACT
11:00 am - 11:40 am PANEL DISCUSSION: STAY AHEAD OF THE CURVE & ADAPT YOUR STRATEGY FOR THE FUTURE OF CUSTOMER EXPERIENCE David Paulding - Vice President, International Expansion, Nextiva- Discover the game-changing trends that are reshaping customer expectations and how you can stay one step ahead.
- Learn how to build adaptable, future-proofed strategies and respond swiftly to shifting market dynamics and evolving customer demands.
- Uncover how to inject innovation and agility into your long-term planning, ensuring your business is always ready for what’s next.
TRACK A: MAXIMISING STRATEGIC IMPACT
11:45 am - 12:10 pm PRESENTATION: A PRACTICAL ROADMAP FOR BUILDING A CUSTOMER-CENTRIC BUSINESS David Paulding - Vice President, International Expansion, Nextiva- Learn how to build a robust business case that aligns customer experience transformation with company-wide objectives.
- Discover strategies to engage key stakeholders and secure buy-in across departments for a customer-first strategy.
- Explore real-world examples of how businesses successfully navigated the approval process to drive customer-centric change.
TRACK A: MAXIMISING STRATEGIC IMPACT
12:15 pm - 12:40 pm PRESENTATION: AN AWARD-WINNING STORY ON MAINTAINING BUSINESS AS USUAL LEVELS OF SERVICE DURING UNEXPECTED PEAKS Alex Williams - Head of Contact Centre, UK Power Networks ServicesServing 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.
TRACK B: EFFORTLESS OMNICHANNEL JOURNEYS
11:00 am - 11:40 am PANEL DISCUSSION: LESSONS LEARNED IN CREATING SEAMLESS CX & CONSISTENCY ACROSS TOUCHPOINTS Douglas Sheard - Consumer Engagement Lead, UK & Ireland, ReckittBukola Odunaiya - Senior Integrated Campaigns Manager, Expedia Group
- Learn how to craft seamless end-to-end customer journeys by aligning storytelling, data, and consistent messaging across all touchpoints.
- Discover actionable strategies to optimise customer engagement, from granular audience segmentation to selecting the right channels and tools for impactful experiences.
- Explore real-world insights on fostering collaboration with partners and maintaining consistency across diverse platforms to drive long-term business growth.
TRACK B: EFFORTLESS OMNICHANNEL JOURNEYS
11:45 am - 12:10 pm PRESENTATION: DESIGN & DELIVER SEAMLESS CONSUMER EXPERIENCE FROM BRICKS TO CLICKS- Learn how to create a consistent brand experience across both online and in-store environments.
- Explore tools and technologies that bridge digital shopping behaviour with in-store interactions.
- Understand how to leverage customer data to enhance both the online and in-store experience simultaneously.
TRACK B: EFFORTLESS OMNICHANNEL JOURNEYS
12:15 pm - 12:40 pm PRESENTATION: IDENTIFY & PRIORITISE KEY CHANNELS THAT ELEVATE SERVICE QUALITY & SATISFY CUSTOMER PREFERENCES Valentina Cesani - Chief Customer Officer, Rail Europe- 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.
TRACK C: TRANSFORMING CUSTOMER EXPERIENCE
11:00 am - 11:40 am PANEL DISCUSSION: HUMAN-CENTRIC SERVICE: HOW TO MAKE TECHNOLOGY WORK FOR YOUR BUSINESS, NOT AGAINST IT Matthew Dijkstra - Chief Customer Officer, Vitality- Understand the role of AI and automation in enhancing human service without losing the personal touch.
- Learn how leaders can foster a customer-first mindset across teams and departments.
- Explore the best tech tools and platforms that empower businesses to scale while maintaining high-quality, personalised service.
TRACK C: TRANSFORMING CUSTOMER EXPERIENCE
11:45 am - 12:10 pm PRESENTATION: MASTERING CX TRANSFORMATION: THE ROAD TO SUPERIOR, SCALABLE CUSTOMER EXPERIENCES- Explore strategies to create personalised, omnichannel experiences that meet and exceed customer expectations at every touchpoint.
- Understand how automation, AI, and multichannel communication can improve engagement, reduce costs, and optimise customer interactions.
- Learn how to track CX metrics and ROI to enhance operational excellence, from reducing call times to increasing customer loyalty.
TRACK C: TRANSFORMING CUSTOMER EXPERIENCE
12:15 pm - 12:40 pm PRESENTATION: CUSTOMER-CENTRIC DIGITAL TRANSFORMATION: AGEAS UK CASE STUDY Tracy Sheldon - Head of Operational Effectiveness, Ageas UKOutlining 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.
TRACK D: LOYALTY & RETENTION
11:00 am - 11:40 am PANEL DISCUSSION: THE POWER OF DEVELOPING TRUST & SHARED VALUES FOR UNSHAKEABLE CUSTOMER LOYALTY Oliver Priestman - Regional Client Experience Manager, Air Charter ServiceEmma Collings - Head of Marketing, British Land
Preeti Sawalani - Head Customer Management Global, Swiss RE
- Uncover strategies to navigate the complexities of customer ownership and align brand behaviour with evolving customer expectations.
- Understand how effective collaboration between marketing, sales, and CX teams drives alignment and enhances brand perception.
- Gain insights into leveraging personalisation and adapting to innovations like AI to scale customer engagement while staying true to core values.
TRACK D: LOYALTY & RETENTION
11:45 am - 12:10 pm PRESENTATION: EXCEL BEYOND TRANSACTIONAL LOYALTY PROGRAMMES TO CREATE LASTING EMOTIONAL CONNECTION- Discover how to move beyond transactional loyalty programs and build emotional connections with your customers.
- Learn strategies for fostering long-term loyalty through personalisation, storytelling, and shared experiences.
- Explore real-life examples of brands that have successfully cultivated customer loyalty through meaningful engagement.
TRACK D: LOYALTY & RETENTION
12:15 pm - 12:40 pm PRESENTATION: THE SCIENCE OF RETENTION: UTILISE DATA TO ACTIVATE LIFELONG CUSTOMER LOYALTY- Understand how data can uncover the behaviours and preferences that drive customer retention.
- Learn how predictive analytics can help anticipate customer needs and prevent churn.
- Explore ways of leveraging data to personalise loyalty strategies and boost lifetime customer value.
12:40 pm - 1:40 pm
NETWORKING LUNCH
INTERACTIVE DISCUSSION GROUPS (IDG) SESSIONS
TRACK A: END-TO-END JOURNEYS
1:40 pm - 2:30 pm IDG A: HOW TO LEVEAGE AI THROUGHOUT THE CUSTOMER JOURNEY, FROM PRE TO POST PURCHASE Alex Milanovic - Head of Data Science, loveholidays
TRACK A: END-TO-END JOURNEYS
1:40 pm - 2:30 pm IDG B: RETENTION REIMAGINED – HOW TO BUILD TRUE CONNECTIONS WITH CUSTOMERS TO FOSTER STRONG LOYALTY Preeti Sawalani - Head Customer Management Global, Swiss RETRACK A: END-TO-END JOURNEYS
1:40 pm - 2:30 pm IDG C: CUSTOMER JOURNEY OPTIMISATION: ALIGN RESOURCES WITH HIGH-IMPACT TOUCHPOINTSTRACK B: SERVICE TRANSFORMATION
1:40 pm - 2:30 pm IDG D: STANDARDISING EXCELLENCE IN SERVICE DELIVERY ACROSS REGIONSTRACK B: SERVICE TRANSFORMATION
1:40 pm - 2:30 pm IDG E: IDENTIFY & ELIMINATE SERVICE INEFFICIENCIES WHILST ENHANCING EXPERIENCETRACK B: SERVICE TRANSFORMATION
1:40 pm - 2:30 pm IDG F: HOW A ROBUST VIEW OF DATA & ANALYTICS WILL TRANSFORM YOUR SERVICE QUALITYTRACK C: HUMANISED CX
1:40 pm - 2:30 pm IDG G: DRIVE ENGAGEMENT & SATISFACTION BY TAKING A PROACTIVE APPROACH TO VULNERABILITY Amani Darr - Strategy & CX Lead, TDX Group
TRACK C: HUMANISED CX
1:40 pm - 2:30 pm IDG H: EMBED A CUSTOMER-FIRST MINDSET ACROSS YOUR ORGANISATIONSponsored by: DevRev
TRACK C: HUMANISED CX
1:40 pm - 2:30 pm IDG I: WEAVE DE&I INTO THE FABRIC OF YOUR ORGANISATION TO ENSURE YOUR CUSTOMER BASE IS REFLECTED WITHIN YOUR WORKFORCETRACK D: DIGITAL STRATEGY
1:40 pm - 2:30 pm IDG J: EMPOWER YOUR CUSTOMERS TO SELF-SERVE EFFECTIVELY TO REDUCE TRAFFIC TO THE SERVICE CENTRE Chantal Mitchell - Customer Experience Manager, VIVID HomesHannah Bailey - Digital CX Lead, VIVID Homes
TRACK D: DIGITAL STRATEGY
1:40 pm - 2:30 pm IDG K: HOW TO ELEVATE NON-AGENT CHANNELS TO EMPATHISE LIKE A HUMANTRACK D: DIGITAL STRATEGY
1:40 pm - 2:30 pm IDG L: ENHANCE EFFICIENCY AND EMPOWER YOUR TEAM WITH AI Sarah Medcalf - Head of Supporter Services, Newcastle United Football Club
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.
2:30 pm - 3:10 pm
REFRESHMENTS & NETWORKING
3:10 pm - 3:35 pm
PRESENTATION: THE ART OF STORYTELLING ACROSS TOUCHPOINTS: CRAFT A COHESIVE BRAND NARRATIVE FROM MARKETING TO SERVICE
- Learn how to create a unified, compelling narrative that resonates consistently across all customer touchpoints, from initial marketing campaigns to post-purchase service interactions.
- Discover strategies for ensuring all departments are aligned in their messaging, tone, and storytelling techniques, strengthening the overall brand experience.
- Explore how to use each customer interaction as an opportunity to reinforce your brand’s story, building deeper emotional connections and increasing customer loyalty at every stage of the journey.
3:35 pm - 4:10 pm
PANEL DISCUSSION: DIGITAL FIRST, HUMAN ALWAYS: PRIORITISING PEOPLE IN TRANSFORMATION
Jen Hobbs -
Digital Director – Experience & Development,
The AA
- Empower your teams to champion transformation by demonstrating how digital tools enhance their capabilities and future-proof their roles.
- Foster a culture of collaboration and resilience by equipping your teams with the tools and mindset needed to navigate transformation with confidence.
- Prioritise customer connection by balancing technology with empathy, ensuring every interaction - digital or human - feels personal and meaningful.
4:10 pm - 4:55 pm
CX UNPLUGGED: SOLVING YOUR BIGGEST CHALLENGES, LIVE
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.
4:55 pm - 5:00 pm
CHAIRPERSON’S CLOSING REMARKS
5:00 pm - 6:30 pm
EVENING DRINKS RECEPTION
Relax after a day of rich insights and learning with your peers, overlooking the iconic grounds of the Allianz Stadium.
