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.

The future of customer experience is not just about technology, it’s about people.

The CCW UK Summit Agent of the Future agenda brings together inspiring stories, practical skills and real-world insight to help agents grow, lead and make an impact in a rapidly changing service environment.

Download the agenda to explore a programme built to empower, develop and celebrate frontline talent.

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.

Balancing technology with human empathy is critical for delivering an exceptional customer experience (CX).

Watch this exclusive presentation from CCW Europe’s November 2021 Exchange event to hear from Anna Cook, Managing Director of Service at Sky. Here, Cook analyses how the right technology can improve customer service operations, agent engagement, and boost customer loyalty, as well as how businesses can be best placed to respond to rapid change.

Key insights from the presentation include how to:

• Use data and technology as we come out of Covid.
• Handle customer expectations, rapid change, and service delivery today.
• Equally invest in technology and human service.
• Drive positive change in the customer contact industry.

Hit the download button for free access >>

Customers are increasingly expecting companies to authentically reflect their values in all aspects of their customer management journey. This can range from keeping customers well-informed of a new product or service, building deep emotional connections with customers, or keeping customer data safe.

In this exclusive session from CCW Europe’s March 2022 Exchange event, Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming dives into the central benefits of ethical customer experience (CX) and how this improves business performance, brand image, and return on investment.

Rattigan comments: “Millions of people bet with us safely, but our customer service advisors need to have open and honest conversations with our customers daily. Every customer is different, so our advisors need to understand how to serve customers but also protect them.”

Get free access to this exclusive presentation from Sky Gaming & Betting for:

• Top tips to ensure customer leaders are being truly empathetic when building meaningful, useful customer personas.
• Real-life case studies for how to deliver ethical CX.
• The benefits that ethical CX can have on your business, customer loyalty results, and retention rates.

Hit the download button for free access >>