The CCW UK Summit is back this May, returning to London from 11 to 13 May 2026 with a programme built entirely around what today’s CX, digital, service and operations leaders need to move faster, work smarter and deliver truly connected customer experiences. If you’re navigating rising expectations, scaling AI, or working to unify teams around a single customer view, this year’s summit is designed for you.

In 2026, we’re bringing the industry together in a more integrated way – giving you access to the people, frameworks and practical insights that help turn CX ambition into execution. You’ll explore how to break through organisational silos, connect data more effectively, embed real-time personalisation, strengthen trust and governance, and create experiences that feel seamless for every customer.

This year’s line-up features senior leaders shaping the future of CX, including:

• Aimee Barry, Chief Operating Officer, Les Mills
• Neil Ellett, VP of Customer Support, Bolt
• Pardeep Duggal, Global Marketing & Digital Director, Bupa
• Paul Dongha, Head of Responsible AI & AI Strategy, NatWest
• Emma Wardle, Director of Customer Operations, Experian
• Anna Gradil, Director of Seller Growth & CX, Depop
  

This is your opportunity to benchmark, re-align and get ahead of what’s coming next. Access the pre-launch brochure to explore the themes, updates and early agenda direction.

Welcome to the CCW UK Summit 2025!

Taking place 12th-14th May 2025 at The Allianz Stadium, Twickenham, London. Download your copy of the brochure to view the 25+ hours of content, the expert speaker faculty, top 8 reasons to attend and much more!

CCW UK goes beyond the buzzwords to deliver meaningful insights and provides an unmatched environment to foster long-term connections with a vibrant and passionate community. Join us over the course of three inspiring days in 2025 to deep-dive into the following critical focus areas:

• Elevate experiences with AI and automation: Unlock the potential of AI to solve organisational challenges, enhance customer interactions, and empower teams with digital tools. Ensure ethical and accurate applications of AI to build trust and elevate service delivery
• Future-proof through brand differentiation: Stay ahead of evolving expectations by embracing innovation. Develop agile strategies that position your organisation as a leader, while embedding inclusivity and customer-centricity into your brand identity
• Unlock the power of customer insights: Build a unified customer view by leveraging advanced analytics and predictive tools. Use actionable insights to foster innovation, drive strategic decisions, and personalise experiences that create a lasting impression
• Design human-centric experiences: Deliver empathetic engagement by deeply understanding the forces shaping consumers lives. Craft experiences that resonate with customers’ evolving needs across every touchpoint, from pre-purchase to loyalty
• Create seamless omnichannel journeys: Break down silos to align digital and physical touchpoints, ensuring effortless interactions across platforms. Prioritise high-impact channels and synchronise CRM, data, and service systems to deliver consistency and convenience
• Enhance employee experience and organisational collaboration: Equip teams with tools, knowledge, and confidence to thrive in a world shaped by AI. Foster a culture of collaboration and empathy to engage talent, improve retention, and support exceptional customer service
• Innovate for the next generation of customers: Reinvent strategies to meet the values and expectations of tomorrow’s consumers. Explore how societal trends and emerging technologies are reshaping customer priorities, and adapt to stay relevant in a competitive market
• Build engagement through personalisation: Strengthen customer relationships by delivering personalised experiences at every stage of the journey. Go beyond transactions with proactive retention strategies and tailored touchpoints that surprise, delight, and inspire advocacy
• Maximise resources for strategic success: Learn to build compelling business cases for CX investment, secure leadership buy-in, and optimise limited resources for maximum impact. Hear how organisations are doing more without sacrificing quality or innovation
• Revolutionise metrics for modern CX success: Move beyond traditional KPIs to redefine what matters most in building customer relationships. Embrace holistic metrics that capture true customer value, engagement, and loyalty