WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

View the 2026 Agenda

Partnership Opportunities

Paul Cuglietta

Customer Services Director Simplyhealth

Tuesday 12th May 2026 - Summit Day 1

2:40 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

Check out the incredible speaker line-up to see who will be joining Paul.

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