WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Katy Howell
Chief Executive Officer immediate future
Tuesday 12th May 2026 - Summit Day 1
1:40 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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