WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Costa Delis
Director, Customer Experience UK Jaguar Land Rover
Wednesday 13th May 2026 - Summit Day 2
2:00 PM ROUNDTABLE F: CULTURE FIRST – LAYING THE FOUNDATIONS FOR CONTACT CENTRE TECH INNOVATION
Technology alone does not transform customer experience, culture does. At JLR, the focus was on building trust, reshaping perceptions of efficiency, and engaging frontline teams to realise the true benefits of innovation. Hear the story of laying the cultural groundwork that allowed technology to thrive, enabling teams to deliver higher-touch service and embrace transformation confidently.
• Build trust within your team as the foundation for successful tech adoption
• Reframe efficiency: moving from “efficiency = job cuts” to “efficiency = more high-touch service”
• Shape frontline teams’ role in realising the benefits of transformation
Check out the incredible speaker line-up to see who will be joining Costa.
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