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.

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.

Generative AI chatbots are transforming customer engagement, but how high are they on corporate agendas? 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 report 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.