WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
ELIMINATING SILOS.
UNIFYING CX.
CREATING HUMAN-CENTRIC EXPERIENCES.
Today’s customers do not see marketing, sales, service, or product. They see one experience. Delivering a unified, connected customer experience is no longer optional. It is a strategic imperative.
Yet making Unified CX real is complex. Fragmented data, organisational silos, legacy systems, and rising privacy demands stand in the way of a true single customer view.
The CCW UK Summit exists to tackle this challenge head-on. By bringing together industry leaders, innovators, and practitioners, this event turns CX unification from theory into execution, aligning strategy, technology, and human empathy to create seamless, personalised experiences that drive loyalty, growth, and competitive advantage.
Yet making Unified CX real is complex. Fragmented data, organisational silos, legacy systems, and rising privacy demands stand in the way of a true single customer view.
The CCW UK Summit exists to tackle this challenge head-on. By bringing together industry leaders, innovators, and practitioners, this event turns CX unification from theory into execution, aligning strategy, technology, and human empathy to create seamless, personalised experiences that drive loyalty, growth, and competitive advantage.
YOUR 2026 SUMMIT WILL BRING TOGETHER...
350+
Attendees
75+
Speakers
200+
Companies
20+
Sponsors
EXPERT SPEAKERS INCLUDE
Ashish Morjaria
Head of CX Transformation
National Grid UK
Costa Delis
Director, Customer Experience UK
Jaguar Land Rover
Sarah Durber
Head of Customer Success
PensionBee
Andy Harrison
Senior Manager, Vulnerable Consumers Lead
Fidelity International
James Hewitson
Managing Director Head of Customer Support
HSBC
Jon Wells
Director Customer Contact
Carnival UK (P&O Cruises & Cunard)
Paul Dongha
Head of Responsible AI & AI Strategy
NatWest Group
Francesca Rea
Director of Customer Operations
NewDay
Alex Hornby
Commercial & Customer Director
Northern
Zack Wragg
Senior Product Owner–Digital Commerce Transformation
Merlin Entertainments
Emma Wardle
Head of Customer Operations (Consumer Services UK & I)
Experian
Lyndsey Hutchinson
Head of Complaints
E.ON Next
Anna Gradil
Director Seller Growth & CX
Depop
Kit Wilson
Director of Operational Services
Dŵr Cymru Welsh Water
Neil Ellett
Vice President of Customer Support
Bolt
Martin Harrison
Director - Customer Development
McCain Foods
Malcolm Dunn
VP Customer Operations and Balances
OVO
Abdul Khaled
Head of Digital, Customer Experience and Digital Products
Eon Next
Aimie Jago
Senior CX & Service Excellence Manager - Organisational Transformation
Vodafone Ltd.
Claudia Nicholls-Magielsen
Chief Customer Officer
Simplyhealth Group
Jo Foxall
Customer Experience Director
Transport for Wales
Stephanie Gordon
Head of Global CX
Wayfair
Jordan Anglin
Digital Customer Experience & Engagement Lead - TOBi AI Chatbot
Vodafone UK
Barry Cooper
Head of Customer Success
SMART Currency FX
David Jones
Head of Consumer UK
PayPal
Fola Olafare
Customer Service Delivery Manager
Transport for London
Hady Khalaf
Global Sales Director of Transformation, Capabilities and Inclusive Business
Bel
Brian Flanagan
Global Head of Public Websites
HSBC.
Lottie Hippisley
Brand Marketing Manager, Print & Partnerships
Ocado Retail Ltd.
Bukola Odunaiya
Senior Integrated Campaigns Manager
Expedia Group
David Enwright
Marketing Director
Post Office Ltd.
Sharon Braude
Global Group Project Director - CRM
Virgin Active
Pardeep Duggal
Marketing Director
Bupa
Tim Hulbert
Global Head of Insight, Planning and Brand Strategy
Standard Chartered
Alexandra Lund
Director of Trade Marketing
Asahi
Eve Kolesova
Head of Marketing and Category Management
Henkel
Hamish Rickman
Marketing Director, Europe
Samsung Electronics
Holly McKinlay
Director of Strategic Communications & Brand
WWF
Charlton Clarke
Customer Experience Director
Les Mills
Louise Phillips
Vice President - Customer Centres
Virgin Atlantic Airways
STAR SPEAKER
RORY SUTHERLAND
Join Rory Sutherland for an exclusive session exploring how behavioural science can transform customer experience by understanding how people really think, feel and make decisions. Through real world examples, Rory will show how small changes in framing, language and experience design can deliver disproportionate impact across engagement, trust and loyalty.
Following the session, CCW Europe Premium Members will be invited to a meet and greet and book signing of Alchemy: The Surprising Power of Ideas That Don’t Quite Make Sense. Rory is the founder of Ogilvy’s Behavioural Science Practice and a celebrated writer, speaker and TED Global presenter whose work continues to shape how organisations think about influence, creativity and human centred experience design.
Brand & Marketing Experience
- Brand strategy that aligns purpose, promise and performance
- Translating brand meaning into content, design, service and digital channels
- Unifying data and insight to eliminate silos and inconsistency
- Creating emotionally intelligent, customer-centric brand experiences
- Aligning teams around a shared narrative and measurable outcomes
- Ensuring real-time experience delivery reflects brand intent
- Driving engagement, loyalty and commercial impact through coherence
Digital Design & Experience
- End-to-end digital experience strategy across channels and platforms
- Experience design grounded in shared customer insight and data
- Aligning product, design, marketing, data and service teams
- Simplifying fragmented systems and clarifying ownership
- Enabling personalisation through unified platforms and context
- Reducing friction and anticipating customer needs
- Improving operational efficiency through better digital coordination
Service & Operations Excellence
- Advancing CX maturity beyond experimentation into scalable delivery
- Applying AI in ways that enhance, not dilute, human experiences
- Unifying customer insight across data, operations and teams
- Strengthening governance, accountability and decision-making
- Embedding customer-centric thinking across the organisation
- Evolving measurement frameworks to reflect real CX value
- Driving continuous improvement and operational excellence
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.
EVENT PARTNERS & SPONSORS
WHAT OUR ATTENDEES HAVE TO SAY
Career-changing. The CX workshops expanded my perspective and gave me real food for thought.
Great experience meeting likeminded people and learning from different industries with shared challenges.
Valuable to see how many of us face similar challenges and to share ideas on improvement.
A great mix of presentations and discussion, our AI debate was so engaging we could have gone on for hours.
My first event of this scale and I was very impressed, great connections, learnings, and even new friends.
So many industries, shared challenges, and real opportunities. I’ve been before, and that says it all.
The CCW UK Summit is a truly inspiring platform for sharing experiences and ideas.
A fantastic community where people genuinely want to connect and help one another.
A real cross-section of industries, with everyone open to sharing ideas and perspectives.
I met people I never would have otherwise, sharing challenges, ideas, and a real sense of support.
Invaluable networking and idea-sharing. You realise you’re not alone. If you’re thinking of coming, do it.
Insightful discussions, practical takeaways, and great conversations with people facing similar challenges.
RELIVE THE TRANSFORMATIVE CCW UK SUMMIT 2025
Explore standout insights on AI, leadership, and CX innovation in our exclusive Wrap-Up Report.
JOIN THE CCW UK SUMMITGet in touch with our partnerships or delegate team for more information on the event.
JOIN THE CCW UK SUMMIT
Get in touch with our partnerships or delegate team for more information on the event.
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