WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Ed Hornby
Former Head of Transformation Delivery Premier League
Wednesday 13th May 2026 - Summit Day 2
11:10 AM PANEL DISCUSSION: AGENTIC AI FOR GROWTH: SAFER, SMARTER AND MORE SEAMLESS CUSTOMER JOURNEY’S
AI-powered automation is rapidly moving from assistance to autonomy in consumer journeys, reducing effort, boosting conversion and enabling new commercial models. With opportunity also comes risk, so trust, transparency and behavioural change must be re-examined.
• Explore real progress toward personalised experiences that drive measurable outcomes
• Connect AI with service, product, digital and operational functions to create seamless journeys
• Identify where automation is appropriate and where human judgement still matters
• Design journeys that customers love, not just journeys that function
Expect actionable insight on delivering growth while keeping autonomy safe and genuinely customer-centred.
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 Ed.
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