WECOME TO THE CCW UK SUMMIT

11 - 13 May, 2026 | Allianz Stadium, Twickenham, London

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Keith Fulford

Senior Business Value Specialist Genesys

Keith has over 30 years’ experience in the communications industry working with customers across all sectors. He has held various senior roles in Engineering, Presales, Sales with his most recent role, promoting and linking innovation with business value. As part of a global team, and as a Business & Innovation Value lead, Keith works with customers helping them understand how technology will enable service improvement and drive value for their organisation. The Genesys Business & Innovation Value team is dedicated to helping organisations understand their current challenges, needs and aspirations, whilst assisting them in identifying business value from the latest AI based service improvement technologies.

Monday 12th May 2025 - Workshop Day

11:05 AM WORKSHOP D: THE AI REVOLUTION IN CX: AGENTIC AI AND VIRTUAL AGENTS

Explore AI’s role in the next decade of CX, including agentic AI and empathetic virtual agents

· Hear how AI will transform CX in the next five to ten years.

· Assess your AI adoption in CX. Benchmark against other organisations and evaluate your adoption strategies.

· Discuss the biggest challenges in driving AI-powered customer interactions at scale.

· Understand the value of AI to your organisation, by enhancing empathy and personalisation.

3:00 PM AI MATURITY ROADMAP MASTERCLASS

Join this masterclass tailored to your organisation’s stage of AI adoption. Whether you’re unsure on where to start, have just rolled out your first pilot, or have been leading the charge with implementing AI, there is a masterclass available to benchmark with your peers and build a roadmap for the future.

Take this opportunity to learn how to build a business case, benchmark progress, take your AI strategy to the next level, and gather actionable takeaways.

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

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