Agent of the Future celebrates and develops the people at the heart of customer experience. In a world of change, automation and complexity, human connection is the true differentiator. We help agents build confidence, skills and a mindset to succeed today and lead tomorrow.

This agenda brought together top talent to explore how to grow, lead and create impact in a future-ready service environment. Through stories, practical skills and shared insights, we challenged old perceptions and empowered agents to shape what’s next.

With this initiative we’re proud to support the next generation of CX, contact centre and digital service leaders.

Access the up-to-date attendee snapshot of the CCW UK Summit. Our attendee list includes all attending accounts as well as job titles of our attendees.

The CCW UK Summit brought together leading brands and customer experience innovators to share bold strategies, inspiring stories, and future-ready insights. This exclusive wrap-up report distils the very best of those three days – from keynote highlights and case studies with adidas, HSBC, Octopus Energy and more, to the big conversations around AI, empathy, and the evolving role of CX in the boardroom.

Inside, you’ll find the key takeaways that matter most: how to build loyalty with human-centred AI, why experience is now a growth engine, and what it takes to unify data, people, and technology to deliver lasting impact. Whether you attended or are catching up, this report gives you a clear view of where the industry is headed – and how to stay ahead.

It’s here. The CCW Europe Summit at your fingertips.

An event that brought together the brightest minds in customer experience, digital transformation, and AI innovation. From Accor’s AI concierge to Octopus Energy’s empathy-led service model, this year’s discussions revealed what truly defines CX excellence in a fast-evolving world.

Our official Wrap-Up Report distils 40+ hours of insights, data, and real-world case studies from leaders at Air France-KLM, TUI, Thomas Cook, Santander, and more. Explore how today’s most forward-thinking brands are blending technology, creativity, and humanity to shape the next era of customer experience.