WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

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Partnership Opportunities

Claudia Nicholls-Magielsen

Chief Customer Officer Simplyhealth Group

Wednesday 13th May 2026 - Summit Day 2

9:05 AM PRESENTATION: CUSTOMER-FIRST AI: HOW SIMPLYHEALTH TRANSFORMED EXPERIENCE, EFFICIENCY AND ENGAGEMENT AT SCALE

For a 153-year-old organisation like Simplyhealth, innovation is survival. Facing rising customer expectations and legacy processes, Simplyhealth embarked on an AI-led transformation that elevated experience and empowered employees. This session shows how they integrated AI purposefully, improved efficiency, and created a culture where technology enables people.

• Drive organisational transformation by grounding AI strategy in purpose, customer outcomes, and healthcare accessibility to break the traditional link between growth and cost

• Deliver AI that enhances experience and efficiency with results including same-day claims, 5-minute wait times, 100 percent QA automation, and record CSAT

• Empower people through change with a business readiness model and multi-skilling approach enabling a 40 percent role shift without redundancies

Check out the incredible speaker line-up to see who will be joining Claudia.

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