WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Louise Phillips
Vice President - Customer Centres Virgin Atlantic Airways
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.
Tuesday 12th May 2026 - Summit Day 1
1:10 PM PRESENTATION: MODERNISING A PREMIUM CUSTOMER CONTACT: VIRGIN ATLANTIC'S AI AND AUTOMATION JOURNEY
For premium brands, technology must enhance service without losing its human touch. Virgin Atlantic's journey shows how AI and automation are being used today to strengthen service foundations while improving operational performance. This session shares a practical, honest view of how customer contact is being modernised, what is working, and what the team is still learning as the journey continues.
• Using AI and automation to improve access and meet customers in their preferred channels
• Reducing legacy complexity through an evolving automation roadmap that improves routing and better supports agents
• Balancing customer value, commercial performance, and responsible automation in high‑emotion travel journeys
Check out the incredible speaker line-up to see who will be joining Louise.
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