WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Kit Wilson
Director of Operational Services Dŵr Cymru Welsh Water
Wednesday 13th May 2026 - Summit Day 2
2:00 PM ROUNDTABLE B: REBUILDING TRUST THROUGH DIGITAL EXPERIENCE: SERVING CUSTOMERS IN A NEW ERA
Trust and emotional connection are the foundation of resilient customer relationships. As digital service becomes the norm, organisations must communicate transparently, design for reassurance, and respond with empathy. This roundtable explores how leaders protect trust during transformation and ensure that every change strengthens, rather than risks, customer confidence.
• Lead transformation while protecting public trust
• Communicate change to support environmental and customer value goals
• Modernise internal platforms and services under operational and public pressure
Kit Wilson, Director of Customer and Developer Services, Dŵr Cymru Welsh Water
Check out the incredible speaker line-up to see who will be joining Kit.
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