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
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 - Digital Customer Experience & Engagement Lead - TOBi AI Chatbot, Vodafone UK
Jordan Anglin - Digital Customer Experience & Engagement Lead - TOBi AI Chatbot, 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.
8:00 am - 8:30 am
WORKSHOP C: POWERING PROACTIVE CX: HOW OVO ENERGY IS USING AI TO PREDICT AND PREVENT CUSTOMER PAIN
Malcolm Dunn -
VP Customer Operations and Balances,
OVO
Proactive customer service is key to turning reactive support into a competitive advantage. This session examines how to use AI to anticipate and resolve issues before they reach the customer, while fostering a culture of execution, innovation, and empathy.
• Use AI to identify and resolve issues before they reach the customer, transforming reactive support into proactive service
• Embed a culture of execution and innovation to unite technology, operations, and people around a common goal of better outcomes
• Deliver impact at scale while keeping empathy and human connection at the heart of every customer interaction
10:45 am - 11:05 am
REFRESHMENTS & NETWORKING
11:05 am - 12:20 pm
WORKSHOP D: RESPONSIBLE AI THAT CUSTOMERS ACTUALLY TRUST
Most organisations talk about AI ethics and transparency, but very few get it right. Poorly implemented AI can break trust overnight. This session shows how leading organisations are designing AI that earns loyalty while staying ethical.
You will leave with actionable tools and frameworks to implement responsible AI that strengthens customer confidence and mitigates risk.
• Identify the decisions that prevent bias and ensure fairness in AI models
• Learn frameworks for clear and transparent AI communications
• Map ethical and compliance risks before they impact your CX
• Gain practical steps to balance automation with privacy and control
11:05 am - 12:20 pm
WORKSHOP E: TURNING DATA INTO EXPERIENCE DESIGN
Great experiences are built on understanding what customers feel, need and do. This practical workshop explores how to turn voice-of-the-customer feedback, behavioural analytics and real-time signals into clear, actionable improvements across the journey. Participants will learn how to move from raw insight to intuitive, personalised design choices that reduce effort and strengthen satisfaction.
• Connect insight from multiple systems to identify behavioural patterns and journey friction points
• Practise translating data into journey enhancements, content improvements and targeted interventions
• Leave with a simple framework for turning insight into action and designing more intuitive, personalised experiences
11:05 am - 12:20 pm
WORKSHOP F: TURNING CX AND BRAND INTO PERFORMANCE LEVERS FOR GROWTH
Customer experience and brand are no longer separate disciplines—they are core drivers of sustainable growth. This session explores how organisations combine advanced insight, experience design and real-time behavioural understanding to create journeys that build long-term demand. Participants will learn how technology, data and intelligent delivery can strengthen trust, deepen engagement and turn CX and brand into measurable performance engines.
• Connect brand strategy, journey design and behavioural insight to create experiences that fuel long-term demand
• Use technology, data and intelligent delivery to strengthen trust and deepen customer engagement
• Apply practical methods for transforming CX and brand into clear, measurable performance levers
12:20 pm - 1:20 pm
NETWORKING LUNCH
1:20 pm - 2:35 pm
WORKSHOP G: UNLEASHING THE HUMAN + AI SUPERTEAM
AI is taking over repetitive tasks, but how you evolve your people defines the winners. This session reveals how top-performing organisations are redesigning roles, workflows, and measurement to empower hybrid teams and unlock new value.
• Build hybrid workforce strategies that amplify both humans and AI
• Redesign frontline roles to focus on high-value customer interactions
• Develop coaching, skills, and mindsets for empowered agents
• Create seamless workflows where humans and AI collaborate naturally
• Measure productivity, performance, and experience across Human+AI teams
You will leave with a blueprint to transform your workforce into a high-performing human+AI operation.
1:20 pm - 2:35 pm
WORKSHOP H: 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 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.
1:20 pm - 2:35 pm
WORKSHOP I: FUTURE-PROOFING CX WITH THE NEXT WAVE OF AI
The AI landscape is changing faster than most organisations can keep up. Voice-first, multimodal, and generative AI are reshaping what customers expect. This session equips you to harness emerging trends before they disrupt your CX.
• Explore the AI trends that will define CX in 2026 and beyond
• Assess how voice-first automation is changing customer interactions
• Deliver hyper-personalisation at scale while safeguarding privacy
• Adapt to new customer behaviour driven by generative AI
• Prepare a roadmap to integrate future AI capabilities without disruption
You will leave with actionable strategies and a forward-looking plan to make AI work for your organisation, not the other way around.
2:35 pm - 2:55 pm
REFRESHMENTS & NETWORKING
3:00 pm - 4:15 pm
UNLOCK THE POWER OF AI ACROSS THE CUSTOMER JOURNEY
Join our masterclass to explore how AI can transform the entire customer journey. Join peers to benchmark, discover best practices, and build a personalised roadmap to mature your AI capabilities at every stage of the customer journey. From foundational initiatives to advanced, fully integrated AI strategies, we will guide you through each stage of maturity to maximise impact.
3:00 pm - 4:15 pm
MASTERCLASS A: MARKETING & DIGITAL PROFESSIONALS
Optimising customer acquisition and engagement
3:00 pm - 4:15 pm
MASTERCLASS B: CUSTOMER SERVICE & OPERATIONS PROFESSIONALS
Enhancing customer retention and lifetime value
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.
