WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

View the 2026 Agenda

Partnership Opportunities

Shawn Wen

Co-founder & CTO PolyAI

Tuesday 12th May 2026 - Summit Day 1

9:05 AM THE PSYCHOLOGY OF CUSTOMER EXPERIENCE with Star Speaker Rory Sutherland, Vice Chairman, Ogilvy

This session explores how behavioural science can be applied to customer experience by understanding how people actually think, feel and make decisions. Rory Sutherland challenges rational, process-led CX thinking and shows how psychology, creativity and behavioural insight can be used to design journeys that influence behaviour and improve outcomes.

Using real-world examples, the session examines how small changes in framing, language and interaction design can deliver outsized impact across engagement, trust and loyalty, offering practical inspiration for designing experiences that work emotionally as well as functionally.

4:20 PM PRESENTATION: BUILDING THE AGENTIC ENTERPRISE: AI, THE SAASPOCALYPSE, AND CX'S NEXT FRONTIER

Enterprises are shifting from software that supports work to agentic systems that do the work. This "agentic enterprise" is transforming CX, as AI agents understand context, take action, and unify intelligence across interactions. As AI assumes real tasks, legacy tools built for human workflows will break down, driving a SaaSpocalypse that will reshape operations and elevate customer conversations. The key challenge: maintaining customer trust. Shawn Wen, CTO of PolyAI, shares real-world case studies on building and scaling trusted AI-driven CX.

- AI is shifting from supporting work to executing it, redefining how CX is delivered across the enterprise

- Legacy SaaS is breaking down, driving a "SaaSpocalypse" and elevating the importance of customer conversations

- Success depends on maintaining customer trust while scaling high-quality, AI-driven support

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

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QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
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