WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

View the 2026 Agenda

Partnership Opportunities

Katy Howell

Chief Executive Officer immediate future

Tuesday 12th May 2026 - Summit Day 1

11:05 AM PANEL DISCUSSION: PEOPLE, PRODUCT, PROCESS: REFRAMING SUPPORT AS A GROWTH ENGINE

As customer journeys become more fluid, the real differentiator is not the strength of individual channels but the ability of teams to operate as one. This session explores how people, culture, product and operations come together to build seamless, human-centred journeys and how brand awareness can be a growth driver

Enable cross-functional decision-making through human-centred cultures and shared outcomes
Create a unified, organisation-wide view of the customer that aligns marketing, digital, product and service
Reframe support and operations as strategic drivers of trust, loyalty and conversion
Connect people, product and process design to remove friction and strengthen journey continuity

1:25 PM FIRESIDE CHAT: BRIDGING EMOTIONAL & FUNCTIONAL EXPERIENCES – DESIGNING BRAND MOMENTS THAT TRULY CONNECT

Customers expect seamless functionality but remember the moments that feel human, personal and emotionally meaningful. This fireside chat explores how to blend storytelling, usability and service design to create experiences that work flawlessly while building trust and emotional resonance.

• Combining brand narrative, behavioural insight and functional design to create credible, meaningful moments in high-trust environments

• Designing for key “moments of truth” that shape customer memory, loyalty and emotional connection

• Building a 3D brand experience that balances cultural nuance, usability and stakeholder needs across clients, colleagues and regulators

2:25 PM PRESENTATION: KNOW IT, CAN'T DO IT: BUILD OPERATING MODELS THAT ACTUALLY DELIVER SOCIAL CX

We all know social media isn't just a marketing channel anymore. The challenge is operating like it. Marketing makes the promise. Customer care keeps it. Social is where that promise gets judged publicly, at speed.

Responsiveness, transparency, and kindness aren't soft values, they're commercial imperatives.

Every customer conversation is proof of your brand promise or a warning label. As conversations move to dark social (private messages, closed groups, WhatsApp), saying "take this to DM" means you've already lost.

This masterclass reveals how unified operating models, shared dashboards, and real-time insight transform social response into measurable commercial

advantage, reduce churn, and drive growth.

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

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