WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Alan Ranger
Vice President of Marketing Cognigy
Monday 11th May 2026 - Agent of the Future Focus Day
1:20 PM CHAIRPERSON’S OPENING REMARKS
1:35 PM PRESENTATION: INTELLIGENT CX: SUCCEEDING IN THE AGE OF AI AND HUMAN CONNECTION
Discover how leading organisations are blending AI with human expertise to transform customer experience. This session explores practical ways to use intelligent tools to boost productivity, personalise interactions, and elevate service – while keeping empathy, trust, and human judgment at the core of every customer connection.
5:20 PM CHAIRPERSON’S CLOSING REMARKS
Tuesday 12th May 2026 - Summit Day 1
10:00 AM PRESENTATION: AGENTIC AI IN THE REAL WORLD. ENABLING VALUE ACROSS THE CUSTOMER JOURNEY
Agentic AI is supporting customers across their entire lifecycle, from early buying decisions to loyal advocacy post purchase. This session features a leading brand sharing how AI is shaping both experience and growth in the moments that matter most.
• Guide customers during awareness and purchase with real time support
• Streamline transactions and resolutions by automating end to end tasks
• Strengthen loyalty and retention through proactive assistance
• Empower operational teams with insights that drive continuous improvement
Gain a practical view of the impact agentic AI is already having today, and what is needed to unlock its full value across the journey.
Wednesday 13th May 2026 - Summit Day 2
9:30 AM PANEL DISCUSSION: FRONTLINE PERSPECTIVES – ADAPTING AND THRIVING IN EVOLVING CUSTOMER SERVICE
Customer service is advancing at an unprecedented pace, and agents are at the heart of that transformation. This session gives an unfiltered look at how frontline teams are responding to new technologies, shifting customer expectations, and the pressures of a rapidly changing environment.
Agents will share the strategies, skills, and resilience that allow them to deliver outstanding service every day. From managing complex interactions to finding innovative ways to solve problems, this discussion highlights both the challenges and the creativity that define modern customer service roles.
• Hear agents’ stories of adaptation, problem-solving, and daily victories in a fast-moving environment
• Explore how frontline teams balance efficiency, empathy, and innovation to meet customer needs
• Understand the personal and professional resilience required to thrive under continuous change
Check out the incredible speaker line-up to see who will be joining Alan.
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