WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Arijeet Das Diengdoh
Territory Sales Leader, EMEA Whatfix
Tuesday 12th May 2026 - Summit Day 1
11:45 AM PRESENTATION: THE AGENT READINESS GAP: WHY CX TRANSFORMATION FAILS AT THE FRONTLINE
CX leaders are investing heavily in AI, automation, and journey design. Yet customer outcomes still fall short. The missing link is agent readiness. This session explores why frontline performance remains inconsistent at scale, and how leading organisations are rethinking agent training to improve CSAT, reduce ramp time, and deliver more consistent customer experiences.
- Why CX transformation fails at the frontline, and how agent performance directly impacts CSAT, AHT, and FCR
- What's broken in traditional training today, from shadowing to roleplay, and why it fails to prepare agents for real-world complexity
- How leading teams are closing the readiness gap at scale with practice-led approaches that improve consistency, confidence, and customer outcomes
Check out the incredible speaker line-up to see who will be joining Arijeet.
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