WELCOME TO THE CCW UK SUMMIT

Name: CCW UK Summit
Start: 2026-05-11
End: 2026-05-13

11 - 13 May 2026 | London, UK

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ELIMINATING SILOS. UNIFYING CX.
CREATING HUMAN-CENTRIC EXPERIENCES

You’re responsible for an experience that stretches across brand, marketing, digital, product and service, but rarely sits neatly in one place. Customers move effortlessly between channels. Internally, insight, ownership and priorities often do not. Keeping the journey connected while expectations rise and AI accelerates is now part of the job.

Customer Contact Week UK Summit is built for that reality. Across three days, CX leaders come together to explore how unified data, responsible AI and experience design help turn fragmentation into orchestration. Through honest stories from organisations doing this at scale, the summit focuses on what it really takes to deliver connected experiences that adapt, perform and earn long-term loyalty.

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Past Expert Speakers Include

Matt Dawson MBE

Former Wasps, England & British Lions Scrum Half

Television Host & Celebrity

Emily Darlington MP

Member of Parliament of the United Kingdom

House of Commons

Danny Gonzalez

Chief Digital & Innovation Officer

London North Eastern Railway

Valentina Cesani

Chief Customer Officer

Rail Europe

Matthew Dijkstra

Chief Customer Officer

Vitality

Paulette Toynton

MD, Global Head of Channel Servicing & Customer Care Strategy

HSBC

Joe Richardson

Director of Operations

Octopus Energy

Stijn Bannier

Global Product Director

adidas

Jen Hobbs

former Digital Director – Experience & Development

The AA

Tracy Sheldon

Head of Operational Effectiveness

Ageas UK

Abby Hugglestone

Director, Contact Centre

Norwegian Cruise Line

Vaibhav Verdhan

Senior Director Global

AstraZeneca

Jessica Ham

Head of Customer Experience

National Grid

Sarah Medcalf

Head of Supporter Services

Newcastle United Football Club

Ben Dales

Head of Digital Marketing

Persimmon Homes

Sabina Onwuka

Head of Customer Services

London Borough of Barking & Dagenham

Alex Milanovic

Head of Data Science

loveholidays

Alex Williams

Head of Contact Centre

UK Power Networks Services

Jason Bloomfield

Global Head of People Change & Experience Design

Ericsson

Lisa Dalzell

Head of Customer Experience

ERGO Travel Insurance

Preeti Sawalani

Head Customer Management Global

Swiss RE

Leigh-Anne Gray

Head of Complaints

ERGO Travel Insurance

Christina Lewis

Head of Global Operations and Engagement

Bolt

Greg Aiello

Managing Director

PPL PRS Ltd

Melda Sofuoglu

Global Senior Manager, Expert Resolution

Vodafone

Chantal Mitchell

Customer Experience Manager

VIVID Homes

Laura Clelland

Senior Manager – Customer Query Management, Corporate and Institutional Banking

HSBC

Katheryn Thomas

former Senior CRM Manager

L'Occitane

Bukola Odunaiya

Senior Integrated Campaigns Manager

Expedia Group

Lee McIntosh

Operations Manager

Karen Carter

Contact Centre Manager

npower Business Solutions

Nessa O’Gorman

Director, Product Management

Expedia

Oliver Priestman

Regional Client Experience Manager

Air Charter Service

Aswin Peter

Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms

British Gas

Hannah Bailey

Digital CX Lead

VIVID Homes

Jessica Lee Bowler

Senior Content Designer

adidas

Kai Bentley-Grey

Senior Technology Business Partner

DFS Furniture

Mo Nuur

Product Lead | Digital

E.ON Next

Paula Castro

Multilingual Customer Advisor

Tripadvisor

Alan Ranger

Vice President of Marketing

Cognigy

Huw Jones

Director, Solutions Consulting

Verint

Keith Barrow

Director, Solutions Consulting

Verint

Matt Frank

Chief AI and Innovation Officer

Telana

John Clarke

Head of Cloud and AI Advisory

Telana

David Paulding

Vice President, International Expansion

Nextiva

Keith Fulford

Senior Business Value Specialist

Genesys

Mark Plumley

Account Director

Conduent

Liz Millington

Digital Solutions Director and CX Lead

Ascensos

Angela Read Downes

Vice President of Customer Management

Cognigy

Sunil Dutt

EMEA GTM | Head of Partnerships & Channel Sales

DevRev

John Mackey

Global CXM Growth and Enablement Executive

Conduent

View All Speakers

Elevate Your CX Career

The Agent of the Future at the CCW UK Summit 2026 is a dedicated training day on 11 May. Designed for high-performing contact centre professionals, it explores AI integration, leadership development, and resilience.

LEARN MORE

What Our Attendees Had to Say

'Career changing!'

'Participating in workshops to brainstorm on CX hurdles truly expanded my perspective and served me a lot of food for thought.’

'Really great experience meeting likeminded people and really interesting hearing the experiences of people from different industries. There's definitely commonality that we can all take away.'

'It was really interesting to understand that lots of people have got similar challenges and really good to share insights and share ideas on how things could be improved.'

'The mix between presentations and discussion worked really well. We had a really good discussion on one of the tables yesterday about how we can use AI to support our frontline teams, we could have carried on for hours, it was a really good debate.’

'It was my first attendance on such scale event and I am very impressed, lots of connections, useful learnings and even new friends. Amazing organisation and networking.'

'There are so many different companies here from varied backgrounds, varied industries – and there’s lots of similarities in terms of challenges and lots of opportunities. This is not the first [CCW] event I’ve been to, so the fact I’m back here again tells you how good these sessions really are.'

'The platform here at the CCW UK Summit is open to inspiration. If you come, get ready to get inspired and to share your own experiences because it’s a really great platform to do so.'

'It’s a fantastic community of people, everyone wants to get to know one another, but perhaps more importantly they want to help one another'

'There's a real cross section of industries and markets represented here. Everyone's very willing to share ideas and share our views and get involved.'

'I’ve met so many lovely people whom I never would have in my normal everyday working life. People with similar ideas, similar challenges, and it’s just so nice to exchange different points of view and almost feel supported and feel some solidarity.'

'I’ve valued the networking opportunities and being able to connect with people that are in the same line of work that I’m doing – all with the same visions and missions that we’ve got in our company: [It’s been great] to swap ideas and generally talk about what we’ve all got going on, what our challenges are – not feeling alone in what’s going on in our world. If you’re thinking about coming to this [event] in the future, just do it. Just book it. It’s brilliant. It’s worth it.'

Alan Curbishley, Booking.com | Testimonial

Zoe Spurgeon, Smartest Energy | Testimonial

Discover the CCW UK Summit 2025 Highlights

Relive the transformative CCW UK Summit 2025! Explore standout insights on AI, leadership, and CX innovation in our exclusive Post-Show Report.

Download Report

Join the CCW UK Summit
Get in touch with our partnerships or delegate team for more information on the event.

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QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 1135 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk