LOOKING FORWARD TO THE CCW UK SUMMIT 2027
24-26 May 2027
| London
Jo Foxall
Customer Experience Director Transport for Wales
Monday 11th May 2026 - Workshop Day
1:20 PM WORKSHOP F: ONE SOURCE OF TRUTH: CREATING THE FUTURE OF MULTIMODAL EXPERIENCE
Transport for Wales has been tasked by Welsh Government with a once in a generation transformation, bringing together fragmented systems, channels and service modes into one seamless, multimodal platform. Creating a single source of truth for customers and colleagues is essential to improving accessibility, operational efficiency and trust. As AI increasingly shapes digital experiences, TfW is ensuring that technology empowers people, keeping human in the loop at the core of future mobility.
• Unify data, channels and transport services to achieve a single customer view across a diverse network
• Overcome organisational and cultural challenges that come with multimodal transformation at national scale
• Embed responsible AI that augments customer support while maintaining empathy and human oversight
Monday 11th May 2026 - Agent of the Future Focus Day
3:30 PM PANEL DISCUSSION: ASK THE EXPERTS: REAL TALK ON CAREER GROWTH IN CX
Hear honest, practical insights from experienced CX leaders. This session tackles the real questions around progression, skills development, setbacks, and opportunities – giving you actionable advice you can use immediately.
Check out the incredible speaker line-up to see who will be joining Jo.
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