WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

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Partnership Opportunities

Paul Preute

Associate AI Transformation Consultant NiCE Cognigy

Wednesday 13th May 2026 - Summit Day 2

11:10 AM PANEL DISCUSSION: WHERE HUMANS THRIVE. DESIGNING THE AI ENABLED CONTACT CENTRE

AI is changing the role of the contact centre, enabling people to focus on what they do best: building human connection, resolving complexity and strengthening customer confidence. As automation scales, the priority becomes designing an environment where AI and people work together to deliver better outcomes.

This conversation explores how to shape a contact centre where technology enhances human capability, supports frontline teams and maintains trust at scale.

• Reshape skills, roles and workforce strategy as automation grows

• Use data to close the loop and improve every interaction

• Combine intelligent automation with empowered people for stronger outcomes

• Safeguard governance and trust to ensure responsible deployment

12:05 PM PRESENTATION: BEYOND AUTOMATION. BUILDING AI THAT DELIVERS BUSINESS OUTCOMES

AI is evolving from a support tool to a strategic driver of operational and commercial performance. This session focuses on what is required to unlock that shift.

Explore ways to:

• Connect AI agents with business data and systems to unlock new capabilities

• Transform service from reactive resolution to proactive experiences

• Measure success with next generation KPIs focused on autonomy and preference

• Scale value across digital and voice journeys with proven operating models

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

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QUESTIONS?

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