WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Monday 11th May 2026 - Workshop Day
8:30 am - 9:30 am
WORKSHOP REGISTRATION & NETWORKING BREAKFAST
9:30 am - 10:45 am
WORKSHOP A: PREPARING YOUR TEAM FOR AI-DRIVEN CUSTOMER OPERATIONS
Barry Cooper -
Head of Customer Success,
SMART Currency FX
Mario Gee - Head of Customer Support and Care, MoneyBox
Mario Gee - Head of Customer Support and Care, MoneyBox
As AI reshapes customer operations, organisations must ensure their people are equipped to grow alongside the technology. This session explores practical approaches to building foundations for AI adoption, upskilling teams, and redeploying talent to maximise ROI, while balancing automation with human capability to deliver customer-first outcomes.
- Build the right foundations for AI adoption without rushing implementation
- Upskilling teams to adapt and thrive in an AI-enhanced environment
- Redeploy talent to maximise return on investment and operational impact
- Balance automation with human capability to maintain empathy and quality in customer experiences
9:30 am - 10:45 am
WORKSHOP B: ASK ONCE: BUILDING A TRULY CONNECTED SERVICE EXPERIENCE AT SCALE
Aimie Jago -
Senior CX & Service Excellence Manager - Organisational Transformation,
Vodafone Ltd.
Jordan Anglin - CX Channels Excellence Manager, Vodafone UK
Jordan Anglin - CX Channels Excellence Manager, Vodafone UK
Creating seamless, connected customer journeys is essential to reducing frustration and improving satisfaction. This session explores how to align organisation structures, processes, and data to ensure customers never have to repeat themselves and journeys feel consistently connected.
• Redesign organisation structures, processes, and data flows to deliver seamless, connected experiences
• Embed KPIs and operating models to reduce deep detraction, strengthen frontline engagement, and drive accountability across markets
• Apply AI, frontline listening, and cross-market collaboration to break operational silos and deliver an effortless, unified customer experience
Aimie Jago
Senior CX & Service Excellence Manager - Organisational TransformationVodafone Ltd.
10:45 am - 11:05 am
REFRESHMENTS & NETWORKING
11:05 am - 12:20 pm
WORKSHOP C: BUILD AN AI-NATIVE ORGANISATION THAT SCALES AND ADAPTS
John Clarke -
Head of Cloud and AI Advisory,
Telana
Most organisations experiment; the AI-Native frontier firm executes. In this session, we will delve into the ever evolving technology landscape and how organisations capture the AI opportunity.
We’ll collaboratively explore the shift from viewing AI as a standalone tool to embedding it as the intelligent backbone of an AI-native organisation. You’ll gain a clearer understanding of your own AI readiness, and
discover what’s required to transform your business into a high-speed frontier firm.
- Operational Efficiency: Discover how AI can support human agents by automating administrative tasks - driving the efficiency required to meet modern customer expectations.
- Predictive Personalisation: Learn how to leverage AI and customer data to anticipate needs and resolve friction points before customers even reach out.
- Adaptability at Scale: Future proof your tech stack - in this session we’ll discuss how adopting flexible cloud-based technologies can enable your business to adapt in real time, scale and thrive in an ever-evolving customer experience landscape.
Hosted by Telana
11:05 am - 12:20 pm
WORKSHOP D: FROM STRATEGY TO REALITY: AI AGENTS THAT IMPROVE CUSTOMER JOURNEYS
Most AI agents impress in demos but fall short across real customer journeys. In this workshop, Sierra shares lessons from deploying AI agents in live CX environments: what works, what fails, and how leading teams close the gap. Through real examples, we'll explore how to design, test, and improve AI agents so they deliver consistent, high-quality experiences across the end-to-end customer journey.
Learning Objectives
- Identify where AI agents break down across real customer journeys
- Understand how to design AI experiences that improve end-to-end CX
- Learn how to continuously optimise agents based on real customer interactions
Key Takeaways
- A clearer view of how AI agents impact (and often disrupt) customer journeys
- Practical ways to improve journey consistency, resolution, and customer satisfaction
- A framework for using AI to enhance, not fragment, the end-to-end customer experience
Hosted by Sierra
Sponsored by: Sierra
12:20 pm - 1:20 pm
NETWORKING LUNCH
1:20 pm - 2:35 pm
WORKSHOP E: AUTONOMOUS AND AGENTIC AI. WHAT THE 5% ARE DOING RIGHT
95% of AI initiatives are stalling, while a small group of leaders are already achieving measurable outcomes such as faster deployments, stronger containment, and effortless scale. What exactly are they doing differently?
This interactive session introduces new findings from NiCE Cognigy’s Agentic Vanguard research and shows how autonomous AI is transforming both voice and digital channels today.
• Identify the critical choices that separate successful AI programs from expensive pilots
• Understand how autonomous voice and task automation are improving real customer interactions
• Explore the new operating model where AI agents and humans work together effectively
• Leave with practical frameworks to reduce risk and accelerate time to value
You will walk away with refreshed strategies, new tools, and a clear blueprint to join the 5% who are making agentic AI real, not experimental.
Hosted by NiCE Cognigy
Sponsored by: NiCE Cognigy
1:20 pm - 2:35 pm
WORKSHOP F: ONE SOURCE OF TRUTH: CREATING THE FUTURE OF MULTIMODAL EXPERIENCE
Jo Foxall -
Customer Experience Director,
Transport for Wales
Transport for Wales has been tasked by Welsh Government with a once in a generation transformation, bringing together fragmented systems, channels and service modes into one seamless, multimodal platform. Creating a single source of truth for customers and colleagues is essential to improving accessibility, operational efficiency and trust. As AI increasingly shapes digital experiences, TfW is ensuring that technology empowers people, keeping human in the loop at the core of future mobility.
• Unify data, channels and transport services to achieve a single customer view across a diverse network
• Overcome organisational and cultural challenges that come with multimodal transformation at national scale
• Embed responsible AI that augments customer support while maintaining empathy and human oversight
2:35 pm - 2:55 pm
REFRESHMENTS & NETWORKING
3:00 pm - 4:15 pm
Principles of Unified CX
Delivering great CX is no longer about individual channels, but how organisations align teams, data and systems around one customer. This session explores how leaders are breaking down silos, connecting journeys and turning insight into coordinated action to create seamless, scalable experiences across the end-to-end journey.
4:15 pm - 5:15 pm
WELCOME PARTY
Join us at our welcome party to kick off the summit with an evening of drinks, canapés and engaging conversations. A setting to meet new peers, spark new connections and set the tone for the days ahead.
