LOOKING FORWARD TO THE CCW UK SUMMIT 2027
10 - 12 May 2027
| London
Brian Flanagan
Global Head of Public Websites HSBC.
Wednesday 13th May 2026 - Summit Day 2
9:00 AM CHAIRPERSON’S OPENING REMARKS
9:05 AM FIRESIDE CHAT: DESIGNING CUSTOMER EXPERIENCES THAT BUILD TRUST AND CONNECTION
Customers judge brands through the experiences they have, not just the messages they see. In this fireside chat, we explore how every interaction, from content and product to
service and digital touchpoints, shapes how a brand is felt, trusted and remembered. Drawing on Clinique’s immersive brand experiences and global perspective, the conversation
will unpack the role of storytelling, personalisation and emotional connection in modern customer experience. Together, we’ll reflect on how organisations can create coherent,
meaningful journeys that avoid fragmentation, ensuring brand truth shows up consistently while still flexing to meet customer context and expectations.
1:30 PM PANEL DISCUSSION A: DESIGNING CONNECTED CUSTOMER JOURNEYS THROUGH SHARED INSIGHT AND COLLABORATION
As journeys become more fluid and cross-functional, the challenge is less about individual channels and more about how teams work together. This session explores how shared data, joined-up decision-making and cultural alignment enable organisations to design coherent, human-centred experiences end to end.
• Move from isolated ownership to shared decision-making and joint accountability across functions
• Align teams around a single, consistent view of the customer to improve clarity and focus
• Connect data, priorities and culture so journeys feel seamless from the customer’s perspective, not the organisation’s structure.
Check out the incredible speaker line-up to see who will be joining Brian.
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