The CCW UK Summit Resource Hub

The CCW UK Summit 2025 Agenda

From 12th–14th May 2025, customer contact leaders gathered at The Allianz Stadium in Twickenham, London for an unforgettable three-day experience. The CCW UK Summit 2025 brought together a dynamic community of professionals to explore the future of customer experience th ...

Insights to Lead CX in 2025

The State of Customer Management in 2025

With change sweeping across the customer management ecosystem, today’s operational landscape is challenging leaders in the industry like never before, calling for innovative strategies and robust operational resilience.

This report paints a picture of how brands are addressing these imperatives. Grounded in data collected from over 100 executive-level members of the CCW Europe community, it captures the core tactical, financial, leadership, and partnership pillars that are key to driving customer experience transformations – in 2025 and beyond.

Among the findings:

  • CX transformation is a high priority strategic focus for 61% of brands
  • 53% already have dedicated leadership responsible for driving CX transformation
  • The most common investment area now is data unification or customer data platforms
  • The main barriers to creating unified profiles are fragmentation and poor integration
  • 83% of CX leaders say AI will play a significant role in their CX transformation efforts

All things considered, never has there been a better time to be a customer management leader – CX is front and centre of boardroom agendas, CX-focused budgets are on the rise, and new technology is raising the ceiling with regards to the possible. The way forward is clear: Bold, customer-centric transformation will define the leading brands of tomorrow.

Thinking Global, Acting Local - Interview with Stijn Bannier, Global Digital Product Director at Adidas

In an era where personalisation defines brand loyalty, Adidas has cracked the code on delivering tailored customer experiences across multiple markets. By balancing a global strategy with local precision, the brand has mastered the art of scaling personalisation without losing regional relevance. Now, in an exclusive deep dive, Stijn Bannier, Global Digital Product Director at Adidas, reveals how the brand is reshaping customer interactions through AI innovation and cultural adaptation.

Lessons from a mature digital transformation - Interview with the Chief Digital and Innovation Officer at LNER

For organisations navigating the complexities of digital transformation, the road from vision to execution is filled with challenges. Yet, when done right, the impact is game-changing. London North Eastern Railway (LNER) is living proof.

Danny Gonzalez, Chief Digital and Innovation Officer at LNER, has spearheaded an enterprise-wide transformation, modernising legacy systems, fostering cultural change, and leveraging AI to drive seven-figure cost reductions. In this exclusive interview, he shares key strategies, challenges, and lessons learned along the way.

Co-pilot and Agent Assist Technology Investment Trends [Infographic]

As AI reshapes the CX ecosystem, co-pilot and agent assist tools are climbing the corporate agenda. Indeed, a significant 49% of CX leaders report that they represent a high or very high strategic focus for their organisations right now, a proportion up from 37% in the second half of 2024.

So, what’s fuelling this surge in attention toward these technologies – and why are some companies still hesitant to invest in them? This infographic offers some answers.

Generative AI Chatbot Investment Trends [Infographic]

Generative AI chatbots are transforming customer engagement, but how much of a priority are they for business leaders right now? To uncover the latest trends, we surveyed over 110 CCW Europe community members to understand their investment priorities, challenges, and expectations for AI-driven automation. As businesses refine their AI strategies, the gap between early adopters and cautious observers is widening.

This infographic provides data-driven insights into the evolving AI landscape, helping you understand how organisations are navigating chatbot investments and what’s next for AI in customer experience.

Taking Customer Service Levels to New Heights

In an evolving aviation industry, where competition and digital innovation are reshaping travel, Virgin Atlantic is redefining customer service through their airport lounges. In this insightful interview, Rami El-Dahshan, Head of Clubhouses, shares how Virgin Atlantic creates best-in-class experiences to meet changing traveller needs for safety, comfort, and emotional connection. Explore the evolving travel landscape, the unique business model of lounges, ESG initiatives, and strategies to build traveller loyalty. Discover how ground-level innovation is driving customer excellence.

Essential Event Insights

Agent of the Future Agenda – Shape the Future of Customer Service

The Agent of the Future is an exclusive training day at CCW UK Summit 2025, taking place on 12 May at Allianz Stadium, Twickenham. Designed for high-performing contact centre professionals, this event provides essential skills to integrate AI into workflows, strengthen leadership, and build resilience in an evolving industry. Through expert-led sessions, interactive workshops, and mentorship, attendees will gain practical strategies to advance their careers and adapt to the future of customer service. Ideal for ambitious agents, new team leaders, and professionals in AI-driven organisations, this programme ensures participants leave equipped for success. A bursary of up to £350 is available for travel and accommodation. 

The CCW UK Summit 2025 Attendee Snapshot

Download the 2025 attendee snapshot to discover the diverse job titles and top companies attending. Gain valuable insights into the professionals driving innovation and excellence in customer experience.

Inspiration from Past Events

CCW UK Summit 2024 Post-Show Report

Discover the highlights of the CCW UK Summit 2024 with our exclusive post-show report. Held from 13–15 May 2024 at Novotel London West, London, this landmark event united over 50 speakers, visionary thought leaders, and customer management professionals in a celebration of CX innovation and excellence.

The report offers key takeaways from standout sessions, including cutting-edge insights on AI, leadership, and customer vulnerability. Relive exclusive experiences like the private tour of Tottenham Hotspur Stadium and behind-the-scenes access to the Dorchester Collection.

With attendee testimonials, detailed session overviews, and future opportunities, this report is your ultimate resource for understanding the transformative power of the CCW UK Summit.

Opportunities to Lead the CX Conversation

CCW Europe Sponsor Prospectus | CCW UK Summit

Discover why CCW Europe is the premier platform for connecting with the most influential leaders in Customer Experience, digital transformation, and contact centre innovation. The 2025 Sponsorship Prospectus offers an exclusive look at how we help you engage with an elite community of over 67,000 CX professionals, position your brand as an industry leader through bespoke sponsorship opportunities, and achieve measurable ROI with strategies tailored to your goals. Explore detailed event calendars, audience insights, sponsorship packages, and testimonials from partners who have seen success with CCW Europe. Download the 2025 Sponsorship Prospectus now to unlock opportunities that drive meaningful connections and business growth.