WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

View the 2026 Agenda

Partnership Opportunities

Francesca Rea

Director of Customer Operations NewDay

Tuesday 12th May 2026 - Summit Day 1

12:25 PM PRESENTATION: DRIVING 99 % DIGITAL ADOPTION WITHOUT LOSING THE HUMAN TOUCH

Practical strategies to achieve high levels of digital self-service while maintaining strong customer trust and experience. This is important because digital adoption only succeeds when customers feel guided, empowered, and genuinely cared for at every step.

• Build customer confidence in digital journeys through intuitive design and proactive support

• Supercharge adoption with effective knowledge management and dedicated digital coordinators

• Balance automation with clear, compassionate escalation paths for complex or sensitive needs

Francesca Rea, Director of Customer Operations, NewDay

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

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QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 1135 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk