WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Paul Cuglietta
Customer Services Director Simplyhealth
Tuesday 12th May 2026 - Summit Day 1
2:55 PM MASTERCLASS C: FROM TRANSFORMATION TO TRUE EXPERIENCE: THE NEXT PHASE OF CONTACT CENTRE EVOLUTION
Many organisations have modernised their contact centres with new technology, channels, and AI. But the real question remains: has the customer experience actually improved?
• Explore how to shift from internal digital transformation to customer-visible impact
• Learn how aligning technical and contact centre teams can create effortless, end-to-end customer experiences
• Understand how using data to analyse customer sentiment can influence change for improved customer experience
5:10 PM PANEL DISCUSSION: THE HUMAN-TECH EQUATION: BUILDING FUTURE-READY CUSTOMER-CENTRIC ORGANISATIONS
Discover how organisations across industries are combining human insight and technology to deliver exceptional customer experiences at scale. This panel explores strategies to align people, processes, and systems for adaptable, efficient, and human-centred operations.
• Reimagine customer operations by blending human intuition with intelligent automation to deliver consistent and empathetic experiences
• Align culture, capability, and leadership to thrive in a digital and automated world
• Design resilient systems that are flexible and data-driven, evolving continuously with customer expectations
Check out the incredible speaker line-up to see who will be joining Paul.
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