WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Matt Eckersall
Senior Director, CRM Sales ServiceNow
Tuesday 12th May 2026 - Summit Day 1
2:10 PM FIRESIDE CHAT: HOW RICOH TURNED WORKFLOW ORCHESTRATION INTO INTELLIGENT CUSTOMER EXPERIENCE
Ricoh Europe's Director of Portfolio Strategy shares how a complex, acquisition-driven organisation of 50+ EMEA operating companies transformed from reactive
service delivery to an intelligent experience provider using ServiceNow as its orchestration layer. Learn why layering AI onto broken workflows scales inefficiency, how defining outcomes before implementation prevents costly missteps, and why simplifying processes before adopting AI is the fastest path to competitive advantage and measurable customer value.
Learning Objectives
• Understand why workflow orchestration must precede AI deployment to avoid scaling existing inefficiencies across the enterprise.
• Apply an outcome-first approach to platform transformation — defining what you want to improve before selecting what to implement.
• Recognise how unifying employees, customers, and service users into a single connected experience ecosystem drives a consistent service promise.
Key Takeaways
• Know: Attendees will understand that AI without workflow simplification accelerates fragmentation, not value — and that fewer than 23% of digital workers are fully satisfied with workplace technology despite record investment.
• Do: Attendees will be able to evaluate their own organisation's orchestration gaps and prioritise simplification, ratification, and unification before scaling AI initiatives.
• Change: Attendees will shift their mindset from treating experience as environmental or cosmetic to recognising it as an operational outcome — delivered through platform-led execution, not tool accumulation.
Service Now
Check out the incredible speaker line-up to see who will be joining Matt.
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