WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Luke Duffell
Director, Solution Engineering NICE
Monday 11th May 2026 - Agent of the Future Focus Day
1:35 PM PRESENTATION: INTELLIGENT CX: SUCCEEDING IN THE AGE OF AI AND HUMAN CONNECTION
Discover how leading organisations are blending AI with human expertise to transform customer experience. This session explores practical ways to use intelligent tools to boost productivity, personalise interactions, and elevate service – while keeping empathy, trust, and human judgment at the core of every customer connection.
Wednesday 13th May 2026 - Summit Day 2
9:30 AM PANEL DISCUSSION: FRONTLINE PERSPECTIVES – ADAPTING AND THRIVING IN EVOLVING CUSTOMER SERVICE
Customer service is advancing at an unprecedented pace, and agents are at the heart of that transformation. This session gives an unfiltered look at how frontline teams are responding to new technologies, shifting customer expectations, and the pressures of a rapidly changing environment.
Agents will share the strategies, skills, and resilience that allow them to deliver outstanding service every day. From managing complex interactions to finding innovative ways to solve problems, this discussion highlights both the challenges and the creativity that define modern customer service roles.
• Hear agents’ stories of adaptation, problem-solving, and daily victories in a fast-moving environment
• Explore how frontline teams balance efficiency, empathy, and innovation to meet customer needs
• Understand the personal and professional resilience required to thrive under continuous change
Check out the incredible speaker line-up to see who will be joining Luke.
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