11-13 November 2025 | Hilton Syon Park, London
Agenda Day One
Discover all the informative sessions, interactive discussion groups and networking opportunities from Day One of CCW UK Executive Exchange.
1:45 pm - 2:15 pm
REGISTRATION, REFRESHMENTS & NETWORKING
2:15 pm - 3:30 pm
WORKSHOP A: HOW TO LOWER COST-TO-SERVE & IMPROVE BRAND PERCEPTION THROUGH SELF-SERVICE
Imran Patel -
Chief Customer & Digital Officer,
Yorkshire Water
Creating a customer strategy that considers the needs of all profiles in a vast customer base is a monumental task with the most optimal circumstances. Throw in the current perception of utility providers alongside a healthy dose of negative media attention and you’re metaphorically fighting an uphill battle trying to build meaningful relationships with your customers.
But against all the odds, Imran and his team conquered this. Join this workshop as Imran shares with you how they bridged this gap and drove self-service to not only lower cost-to-serve, but also to improve CSAT and boost their brand perception. Alongside this, you will be discussing the ever-pressing topic of serving vulnerable customers appropriately to address their needs, balancing the human vs digital aspects of customer service sensitively.
2:15 pm - 3:30 pm
WORKSHOP B: HOW TO BECOME A CHAOS PILOT AND SAFELY CARRY YOUR EMPLOYEES AND CUSTOMERS THROUGH A LARGE TRANSFORMATION
Isobel Crosse -
Head of Financial Care,
Santander
Bringing 550 FTE’s in one department on a journey and keeping them in alignment with the ethos of your organisation is no easy task. That however, is exactly what Izzie was brought into Santander to do. As Santander doubled down and expanded their CS department to an unprecedented scale to support vulnerable customers during the cost-of-living crisis, they wanted to provide as seamless an experience as possible for their customers going through hardship. This meant mass amounts of upskilling, tech migrations and retraining needed to truly provide a frictionless experience for the customer, including dealing with one agent who could truly put their arms around them.
Santander are over a year into the journey and are still progressing with creating multi-skilled employees who feel empowered to deal with any situation they encounter with a customer. Don’t miss this session to hear unparalleled insights on the results Izzie’s team have seen.
3:30 pm - 3:45 pm
NETWORKING BREAK
Roundtable Discussion
3:45 pm - 5:00 pm WORKSHOP C: UNLOCK THE FLEXIBILITY TO SCALE YOUR AI DEPLOYMENTS AND REMOVE INTERNAL SILOES TO ACHIEVE MAXIMUM EFFICIENCY AND AGENT EMPOWERMENT Brad Schieber - Vice President of Sales, ZingtreeAndrew Smith - Head of Commercial Operations, First Central Insurance
You're on a mission to wow your customers and your team. But as your business grows, complexity follows. More systems, data, customer segments, and complex products. Increased compliance and evolving processes.
With this complexity, intentional process, and regulation, how can you enable AI, let alone your team, to get it done?
Join Marc Chabot, CRO at Zingtree, at the CCW UK Executive Exchange to explore how AI-driven enterprise action automation can enhance agent performance and customer self-service.
Roundtable Discussion
3:45 pm - 5:00 pm WORKSHOP D: SCALE AND OPTIMISE YOUR CUSTOMER OPERATIONS AT SPEED WITHOUT COMPRIMISING ON QUALITY OF SERVICE Brian Reijngoud - Senior Vice President, Worldwide Sales, DeepdeskScaling customer operations effectively, without compromising service quality, is everyone's priority these days. But how does it work in reality?
Join us for an in-depth look at Deepdesk Knowledge Assist, a highly personalised and adaptable tool designed to equip contact centre and customer teams with precise answers exactly when and where they need them.
In a real live demo, you’ll learn the art of crafting effective prompts and what it takes to get the best results tailored to your organisation’s specific context and needs.
