WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Stephanie Gordon
Head of Global CX Wayfair
Monday 11th May 2026 - Agent of the Future Focus Day
3:30 PM PANEL DISCUSSION: ASK THE EXPERTS: REAL TALK ON CAREER GROWTH IN CX
Hear honest, practical insights from experienced CX leaders. This session tackles the real questions around progression, skills development, setbacks, and opportunities – giving you actionable advice you can use immediately.
Tuesday 12th May 2026 - Summit Day 1
10:50 AM PANEL DISCUSSION: PURPOSE MEETS PRODUCT: HUMAN-CENTRED CUSTOMER EXPERIENCE ACROSS DIFFERENT INDUSTRIES
In a world where customers can choose almost any product or service with a click, trust and emotional connection are more important than ever. This session explores how organisations that lead with purpose and authenticity can turn transactions into relationships, creating loyalty that lasts beyond a single purchase. Explore how human-centred approaches, storytelling, and values-driven strategies can inspire both teams and customers, making purpose a tangible driver of business success.
• Explore the contrast between purpose-driven and transactional business models in shaping customer experience
• Identify shared challenges and strategies for building loyalty and lifetime value across industries
• Inspire teams and customers through human-centred, experiential approaches that drive engagement and build lasting relationships
• Strengthen trust by aligning brand values with everyday customer interactions across all touchpoints
Check out the incredible speaker line-up to see who will be joining Stephanie.
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