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
Alan Ranger -
Vice President of Marketing,
Cognigy
9:00 am - 9:30 am
PRESENTATION: CRAFT FLAWLESS CUSTOMER JOURNEYS THAT TRANSFORM DIGITAL INTERACTIONS INTO LIFELONG LOYALTY
Danny Gonzalez -
Chief Digital & Innovation Officer,
London North Eastern Railway
Discover how London North Eastern Railway (LNER) turned the tide on digital customer experience, shifting from frustration to customer admiration. Learn how they disrupted industry norms and built a loyal following through thoughtful, customer-centric transformation. In this session, you’ll explore:
- How LNER took full control of customer data to create meaningful, impactful loyalty programmes.
- The meticulous approach Danny and his team took to refine every touchpoint across the customer journey - from initial interaction to post-purchase retention.
- LNER’s journey to delivering scalable, real-time support by blending innovative AI tools with the irreplaceable human touch.
9:30 am - 9:55 am
PRESENTATION: GLOBAL CONVERSATIONS: SCALING ADIDAS’ CUSTOMER SERVICE AI ACROSS MARKETS & LANGUAGES
Stijn Bannier -
Global Product Director,
adidas
Jessica Lee Bowler - Senior Content Designer, 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: AGENT CENTRICITY – HSBC’s (HUMAN AND VIRTUAL) TRANSFORMATION STRATEGY
Paulette Toynton -
MD, Global Head of Channel Servicing & Customer Care Strategy,
HSBC
Laura Clelland - Senior Manager – Customer Query Management, Corporate and Institutional Banking, HSBC
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.
Laura Clelland
Senior Manager – Customer Query Management, Corporate and Institutional BankingHSBC
10:20 am - 11:00 am
REFRESHMENTS & NETWORKING
TRACK A: MAXIMISING STRATEGIC IMPACT
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
David Paulding - Vice President, International Expansion, Nextiva
Mo Nuur - Product Lead | Digital, E.ON Next
- 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 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 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, VitalityMark Plumley - Account Director, Conduent
Jen Hobbs - former Digital Director – Experience & Development, The AA
- 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 Mark Plumley - Account Director, Conduent- 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.
12:40 pm - 1:40 pm
NETWORKING LUNCH
INTERACTIVE DISCUSSION GROUPS (IDG) SESSIONS
1:40 pm - 2:30 pm
IDG A: HOW TO LEVERAGE AI THROUGHOUT THE CUSTOMER JOURNEY, FROM PRE TO POST PURCHASE
Alex Milanovic -
Head of Data Science,
loveholidays
1:40 pm - 2:30 pm
IDG B: RETENTION REIMAGINED – HOW TO BUILD TRUE CONNECTIONS WITH CUSTOMERS TO FOSTER STRONG LOYALTY
1:40 pm - 2:30 pm
IDG C: EMPOWER YOUR CUSTOMERS TO SELF-SERVE EFFECTIVELY TO REDUCE TRAFFIC TO THE SERVICE CENTRE
Chantal Mitchell -
Customer Experience Manager,
VIVID Homes
Hannah Bailey - Digital CX Lead, VIVID Homes
Hannah Bailey - Digital CX Lead, VIVID Homes
1:40 pm - 2:30 pm
IDG D: ELIMINATE DATA SILOS TO BUILD BETTER EXPERIENCES AND DELIGHT CUSTOMERS
Sunil Dutt -
EMEA GTM | Head of Partnerships & Channel Sales,
DevRev
1:40 pm - 2:30 pm
IDG E: ENHANCE EFFICIENCY AND EMPOWER YOUR TEAM WITH AI
Sarah Medcalf -
Head of Supporter Services,
Newcastle United Football Club
1:40 pm - 2:30 pm
IDG F: ONE CUSTOMER, ONE TRUTH: CRACKING THE CODE ON UNIFIED DATA & INSIGHTS
Vaibhav Verdhan -
Senior Director Global,
AstraZeneca
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 Service
Preeti Sawalani - Head Customer Management Global, Swiss RE
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.
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 - 3:40 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.
3:40 pm - 4:10 pm
FIRESIDE CHAT: NAVIGATING THE UK’S AI POLICY LANDSCAPE WITH EMILY DARLINGTON MP
Emily Darlington MP -
Member of Parliament of the United Kingdom,
House of Commons
Alan Ranger - Vice President of Marketing, Cognigy
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.
4:10 pm - 4:15 pm
CHAIRPERSON’S CLOSING REMARKS
Alan Ranger -
Vice President of Marketing,
Cognigy
4:15 pm - 5:45 pm
“A QUESTION OF CX” QUIZ WITH MATT DAWSON MBE
Matt Dawson MBE -
Former Wasps, England & British Lions Scrum Half,
Television Host & Celebrity
Mark Plumley - Account Director, Conduent
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.
Matt Dawson MBE
Former Wasps, England & British Lions Scrum HalfTelevision Host & Celebrity
