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
9:05 am - 9:30 am
PRESENTATION: CUSTOMER-FIRST AI: HOW SIMPLYHEALTH TRANSFORMED EXPERIENCE, EFFICIENCY AND ENGAGEMENT AT SCALE
Claudia Nicholls-Magielsen -
Chief Customer Officer,
Simplyhealth Group
For a 153-year-old organisation like Simplyhealth, innovation is survival. Facing rising customer expectations and legacy processes, Simplyhealth embarked on an AI-led transformation that elevated experience and empowered employees. This session shows how they integrated AI purposefully, improved efficiency, and created a culture where technology enables people.
• Drive organisational transformation by grounding AI strategy in purpose, customer outcomes, and healthcare accessibility to break the traditional link between growth and cost
• Deliver AI that enhances experience and efficiency with results including same-day claims, 5-minute wait times, 100 percent QA automation, and record CSAT
• Empower people through change with a business readiness model and multi-skilling approach enabling a 40 percent role shift without redundancies
9:30 am - 10:00 am
PANEL DISCUSSION: FRONTLINE PERSPECTIVES – ADAPTING AND THRIVING IN EVOLVING CUSTOMER SERVICE
Alan Ranger -
Vice President of Marketing,
Cognigy
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: UNIFYING DATA, INSIGHT & EXPERIENCE: BUILDING THE INTELLIGENCE LAYER FOR MODERN CUSTOMER JOURNEYS
Most organisations still struggle with fragmented data and inconsistent profiles, limiting their ability to personalise and orchestrate journeys. This session explores how brands are unifying behavioural, transactional and engagement data into a single customer view that powers real-time decisions across marketing, digital, product and service.
• Creating one unified customer profile by connecting data across channels, systems and lifecycle stages
• Activating insight through real-time decisioning and audience orchestration that adapts instantly to behaviour and intent
• Improving collaboration and commercial impact by giving all teams access to the same actionable intelligence
10:15 am - 10:55 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, PayPalAI-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.
TRACK A: BRAND EXPERIENCE & MARKETING
12:05 pm - 12:30 pm PRESENTATION: TURNING CUSTOMER INTENT INTO IMMEDIATE GROWTHAs customers move fluidly between channels, organisations need technology that detects intent instantly and triggers personalised actions that lift conversion and loyalty. This session explores how to unify signals, automate decisions and activate high-value journeys at speed.
• Capture demand instantly using behavioural triggers, predictive scoring and automated workflows
• Deliver personalised lifecycle and commerce journeys that boost conversion, re-engagement and long-term value
• Align marketing, CRM, digital and product teams around one real-time engine that executes consistently across channels
TRACK A: BRAND EXPERIENCE & MARKETING
12:35 pm - 1:00 pm PRESENTATION: HARNESSING AI TO REDEFINE MODERN MARKETING: GLOBAL BEST PRACTICE Hamish Rickman - Marketing Director, Europe, Samsung ElectronicsAs AI reshapes how brands create, target and optimise content, marketing teams face a pivotal moment: move beyond efficiency and use AI to unlock new levels of creativity, relevance and personalisation. In this session, Hamish shares how Samsung is pioneering AI-driven marketing across Europe, transforming campaign development, content creation and customer engagement through scalable, bespoke and insight-led innovation.
• Use AI to accelerate creative development, generate adaptive content and deliver personalised campaigns that scale across markets
• Rethink the end-to-end marketing process by combining data, behavioural insight and generative tools to increase relevance and impact
• Apply global best practice from Samsung to build responsible, future-ready marketing operations that strengthen brand distinctiveness and customer connection
TRACK B: DIGITAL DESIGN & EXPERIENCE
11:10 am - 11:35 am PRESENTATION: BUILDING GLOBAL CRM STRATEGY THAT DELIVERS REAL ROI AND CROSS-MARKET ALIGNMENT Sharon Braude - Global Group Project Director - CRM, Virgin ActiveVirgin Active is transforming CRM globally, unifying data and teams across federated markets. Sharon Braude shares how a customer-centric CRM strategy is driving alignment, securing senior buy-in and delivering measurable commercial value.
• Create consistent CRM experiences through unified customer view
• Align marketing, data, legal, privacy and IT under shared governance
• Prove ROI and engagement impact to sustain executive confidence
TRACK B: DIGITAL DESIGN & EXPERIENCE
11:35 am - 12:00 pm PRESENTATION: REIMAGINING DIGITAL ENGAGEMENT: STOP TRYING TO DRIVE WHAT ALREADY EXISTS Andy Harrison - Senior Manager, Vulnerable Consumers Lead, Fidelity InternationalMost 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 B: DIGITAL DESIGN & EXPERIENCE
12:35 pm - 1:00 pm PRESENTATION: RAVE RESULTS: EMPOWERING PEOPLE TO DELIVER OUTSTANDING CUSTOMER EXPERIENCES Lyndsey Hutchinson - Head of Complaints, E.ON NextWhen customers are frustrated, it is often the people and processes behind the scenes that determine whether that frustration turns into loyalty or churn. At E.ON Next, they faced a major challenge: NPS scores were in the negative, and positive experiences were few and far between. This session tells the story of how they identified root causes, empowered employees, and created a culture where every interaction counts.
• Explore how E.ON Next moved NPS from -40 to +6 and doubled positive customer experiences by identifying root causes and resolving issues efficiently
• Uncover how the RAVE programme equips colleagues to deliver brilliant conversations, show accountability, and directly enhance the customer experience
• Embed accountability, cross-functional collaboration, and continuous improvement to consistently elevate CX outcomes
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 Fola Olafare - Customer Service Delivery Manager, Transport for LondonAI 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 OUTCOMESAI 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
TRACK C: SERVICE & OPERATIONS EXCELLENCE HOSTED BY NiCE COGNIGY
12:35 pm - 1:00 pm PRESENTATION: HUMAN LIKE AUTOMATION. DELIVERING SEAMLESS SERVICE AT SCALECustomers want support that feels straightforward, natural and reliable. Agentic AI is bringing that experience to every channel.
Discover how to:
• Handle open ended conversations that customers prefer
• Design lifelike experiences that build trust in automation
• Deploy across channels and learning from results in the real world
• Evolve workforce strategy and culture to unlock long term value
1:00 pm - 2:00 pm
NETWORKING LUNCH
2:00 pm - 2:40 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
Darci Dutcher - Director of Product Design and User Research, Financial Times
Holly McKinlay - Director of Strategic Communications & Brand, WWF
Darci Dutcher - Director of Product Design and User Research, Financial Times
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.
2:00 pm - 2:40 pm
ROUNDTABLE D: 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
2:00 pm - 2:40 pm
ROUNDTABLE B: REBUILDING TRUST THROUGH DIGITAL EXPERIENCE: SERVING CUSTOMERS IN A NEW ERA
Kit Wilson -
Director of Operational Services,
Dŵr Cymru Welsh Water
Trust and emotional connection are the foundation of resilient customer relationships. As digital service becomes the norm, organisations must communicate transparently, design for reassurance, and respond with empathy. This roundtable explores how leaders protect trust during transformation and ensure that every change strengthens, rather than risks, customer confidence.
• Lead transformation while protecting public trust
• Communicate change to support environmental and customer value goals
• Modernise internal platforms and services under operational and public pressure
Kit Wilson, Director of Customer and Developer Services, Dŵr Cymru Welsh Water
2:00 pm - 2:40 pm
ROUNDTABLE E: BRINGING CUSTOMER EXPERIENCE TO LIFE: COMBINING DATA AND ON-THE-GROUND INSIGHTS
Alex Hornby -
Commercial & Customer Director,
Northern
Data tells you what customers do, but real interactions tell you why. This session explores how blending analytics with real frontline observation creates richer understanding, better organisational alignment, and more meaningful CX improvements.
• Explore how firsthand customer experience complements data to drive meaningful CX improvements
• Discover strategies for embedding a customer-first mindset across complex operations
• Uncover ways to turn CX insights into growth opportunities while aligning stakeholders and teams
2:00 pm - 2:40 pm
PANEL DISCUSSION C: PUTTING CX AND PERSONALISATION ON THE BOARDROOM AGENDA
Zack Wragg -
Senior Product Owner–Digital Commerce Transformation,
Merlin Entertainments
Martin Harrison - Director - Customer Development, McCain Foods
Martin Harrison - Director - Customer Development, McCain Foods
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
2:00 pm - 2:40 pm
ROUNDTABLE F: 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
2:50 pm - 3:30 pm
PRESENTATION: LEADING WITH PURPOSE – CULTURE, SUSTAINABILITY AND THE FUTURE OF CUSTOMER EXPERIENCE
Stuart Trevor -
Founder,
All Saints
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.
3:20 pm - 3:50 pm
PANEL DISCUSSION: THE COLLABORATIVE C-SUITE: UNIFYING LEADERS AROUND THE END-TO-END JOURNEY
Hady Khalaf -
Global Sales Director of Transformation, Capabilities and Inclusive Business,
Bel
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
Hady Khalaf
Global Sales Director of Transformation, Capabilities and Inclusive BusinessBel
