LOOKING FORWARD TO THE CCW UK SUMMIT 2027

10 - 12 May 2027 | London
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THANK YOU TO EVERYONE WHO HAS JOINED US

At this year’s CCW UK Summit, one message came through clearly. Customers do not see marketing, sales, service or product, they experience one connected journey. Across every session and conversation, it was clear that delivering a unified customer experience is no longer optional, it is essential.
 
Together, we explored what it really takes to make Unified CX a reality. From tackling fragmented data and breaking down organisational silos, to modernising legacy systems and navigating increasing privacy expectations.
 
Most importantly, the Summit moved the conversation forward. By bringing together leaders, innovators and practitioners, we turned ambition into action. We saw how aligning strategy, technology and human empathy can create seamless, personalised experiences that drive loyalty, growth and long-term competitive advantage.

To everyone who helped make CCW UK Summit 2026 such a success - our speakers, sponsors and attendees - thank you. Your insight, energy and collaboration made the event a truly powerful experience. We look forward to continuing the journey with you.

VIEW 2026 AGENDA

THE UK SUMMIT BROUGHT TOGETHER...

300+

Attendees

75+

Speakers

200+

Companies

20+

Sponsors

EXPERT SPEAKERS INCLUDED

View 2026 Speakers

WORLD-CLASS THINKERS. TRANSFORMATIVE IDEAS.

At CCW UK Summit 2026, attendees heard from Rory Sutherland, Vice Chairman of Ogilvy and author of Alchemy, who explored how behavioural science can transform customer experience by helping organisations better understand how people really think, feel and make decisions. Through real-world examples, he demonstrated how small changes in framing, language and experience design can deliver disproportionate impact across engagement, trust and loyalty. 

Rory’s session, followed by an exclusive meet and greet and book signing for CCW Europe Premium Members, set the tone for a Summit focused on creativity, original thinking and human-centred experience design. 

We look forward to announcing another outstanding line-up of speakers for CCW UK Summit 2027.

VIEW 2026 SPEAKERS

Brand & Marketing Experience

    • Aligning purpose, promise and performance 
    • Translating brand meaning across every touchpoint
    • Unifying data and insight across teams 
    • Creating emotionally intelligent experiences
    • Aligning teams around a shared narrative
    • Ensuring delivery reflects brand intent
    • Driving engagement, loyalty and growth

Digital Design & Experience

    • Designing end-to-end digital experiences
    • Grounding design in customer insight and data
    • Aligning product, design, marketing, and service
    • Simplifying systems and clarifying ownership
    • Enabling personalisation through unified platforms
    • Reducing friction and anticipating needs
    • Improving operational efficiency through coordination

Service & Operations Excellence

    • Moving beyond experimentation to scalable CX 
    • Applying AI without losing human touch
    • Unifying insight across data and operations
    • Strengthening governance and accountability
    • Embedding customer-centric thinking organisation-wide
    • Measuring the real impact of CX
    • Driving continuous improvement and excellence

INVESTING IN THE NEXT GENERATION OF CX LEADERS

Agent of the Future is a dedicated development experience designed to recognise, invest in, and elevate the next generation of customer experience professionals. As automation accelerates and customer expectations rise, agents are no longer just problem-solvers – they are brand ambassadors and future leaders.

This programme is for high-potential contact centre and digital service agents who are actively shaping customer interactions today and want to build the confidence, skills, and mindset to lead tomorrow. Through immersive learning, mentorship, and industry insight, participants gain practical tools in emotional intelligence, leadership, and personal branding.

The result? More engaged agents, stronger CX performance, and a future-ready workforce – supported by a bursary that removes financial barriers to participation.

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WHAT OUR ATTENDEES HAVE TO SAY

Eye opening conference with many talented speakers and industry experience, better content than professional courses.

Eva Palfi, Head of Customer Operations, Alcon

Great experience meeting likeminded people and learning from different industries with shared challenges.

Vivek Yarrabothula, Global Customer Service Lead, Bayer Crop Science

Valuable to see how many of us face similar challenges and to share ideas on improvement.

Flur Huysmans, Head of Customer Experience, The Bread Factory

A great mix of presentations and discussion, our AI debate was so engaging we could have gone on for hours.

Kate Jones, Head of Data Product & Strategy, Coventry Building Society

My first event of this scale and I was very impressed, great connections, learnings, and even new friends.

Daryl Wilkes, Director of Customer Care, ASOS

So many industries, shared challenges, and real opportunities. I’ve been before, and that says it all.

Vesselina Assenova, Relationship Center Lead Romania & SE, Avon

The CCW UK Summit is a truly inspiring platform for sharing experiences and ideas.

Zoe Spurgeon, Vice President Operations, Smartest Energy

A fantastic community where people genuinely want to connect and help one another.

Meko Elmekawy, Chief AI & Digital Innovation, enercity

A real cross-section of industries, with everyone open to sharing ideas and perspectives.

Alan Ranger, VP of International Marketing, Cresta

I met people I never would have otherwise, sharing challenges, ideas, and a real sense of support.

James Hide, Head of Strategy and Transformation, Service Europe, BP

Invaluable networking and idea-sharing. You realise you’re not alone. If you’re thinking of coming, do it.

Naomi Rankin, Global Customer Care Manager, LUSH

Insightful discussions, practical takeaways, and great conversations with people facing similar challenges.

Faye Bailey, Quality Lead, Halfords

Career-changing. The CX workshops expanded my perspective and gave me real food for thought.

Lee McIntosh, Team Leader, BT

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