Content Library | CCW UK Executive Exchange

Curious about the leading customer management experts attending the CCW UK Executive Exchange 2024? Check out our sample attendee list to discover the stellar lineup of industry pros who have previously joined our exclusive events. With limited seats available, they're filling up fast. Take a peek now and secure your spot before it's too late! We look forward to welcoming you there. 

There was so much to name and highlight during the CCW UK Exchange (March) 2024 - it was truly inspiring to see the best and brightest minds in customer management from across the UK gather in London to share insights, exchange ideas and collaborate to set the foundations to define the next generation service strategies.

Download our post-show report to discover:

• The Guest List
• The 5 Standout Sessions
• In Conversation with Rahul Arora, SVP at EXL
  
• On-site Images & Testimonials 
• Our advisory board members 
• Our sponsors 

The AI revolution is here. It’s happening. And CX leaders are under pressure to tap into it.

While early discussions around the new wave of AI technology hitting the market focused heavily on its potential, the discourse in 2024 has shifted towards tangible results. AI has crossed that nice-to-have threshold into must-have territory as more and more success stories come to light.

Not many companies are fully equipped for this transformation, though. Implementing AI poses numerous challenges on technical, regulatory, data, and workforce fronts. The rapid evolution of the technology requires businesses to adopt robust digital frameworks and conduct comprehensive risk assessments to protect their brand reputation.

So, just how are brands getting their AI journey started? Where are they investing in AI technology? What impact have existing investments already made? How prepared are their respective workforces? What are their biggest concerns around AI integration?

This report offers some answers.

Based on insights gathered from a survey of more than 100 customer management executives from the CCW Europe community, it provides a broad picture of a perpetually changing, highly nuanced space.

Key findings include:

• A massive 73% of respondents report that investing in CX-focused AI technology is high on the agenda of their C-suite, with more than one-fifth (21%) saying it is “very high”.
• 30% plan to deploy a new AI tool within the next six months; 24% plan to do so within 12 months; and 28% plan to do so within two years.
• 9% report they are all in on “transformative AI” - the type of AI that solves problems and anticipates customer needs before they are even articulated.
• Implementation and management costs, a lack of internal skills, and data security risks are among the top AI-related concerns for CX leaders.

To get more insights and explore some actionable AI takeaways that can empower you to lead your team confidently into the AI-powered future, download the report in full.

Sponsored by:

Question: Name something that no business has complete immunity from.

Answer: Customer complaints.

Indeed, it’s an inescapable truth. No matter how well-polished your products and services and customer experience are, there will always be moments that slip through the cracks. That’s not to say all complaints represent bad news, though. Of course, the business of handling and dealing with complaints is never going to be easy or enjoyable for anybody involved. Yet they do harbour an untapped goldmine of opportunity for learning that can power real, meaningful organisational change. The brands that overlook these opportunities risk falling out of touch with their market and the expectations of their audience.

For BT Group, this is never going to be a problem. And in this interview, BT Group’s Head of Complaints Operations Rebecca Harvison tells us why. She speaks with our Industry Analyst Simon Hall about an assortment of topics including the training she offers her frontline staff, how and where her team fits into the larger customer strategy at BT Group, the technology journey she’s on, and the make-up of her award-winning Abusive Customer Programme.

For brands today, crafting great customer experiences in complex, multi-channel environments is all about the human element: putting your audience right in the centre of your organisation’s attitudes and actions.

It’s easier said than done, of course, but it is increasingly a business differentiator. Many leaders struggle to even get the process off the ground because they quickly become hamstrung by the myriad of challenges that come with driving transformation and consolidating a customer-centric culture across disparate internal teams. A failure to stay the course, though, is to run the risk of profound reputational fallout.

The good news is that successful use cases are emerging, and they tend to abide by the same principles – a crystal clear vision from the top, an agile approach to change, and transparent communication (that’s not to mention relevant products and services). Here, we speak with Abdul Khaled about how he has approached the concept of customer centricity in his role as Head of Digital at E.ON Next.

We get granular around:

• The strategies he uses to keep a customer-centric focus through turbulent times
• How he uses data to empower decision-making when it comes to the customer experience
• How he sees AI fitting into his digital ecosystem
• The trends he predicts will come to the fore in 2024 and beyond

Explore how intelligent automation (IA) is serving to improve customer and employee experiences, stronger customer relationships, reduced churn, and a profitable future for UK contact centres.

Download your copy to receive key industry insights and learnings on:

• How to break away from industry challenges.
• Leading business initiatives for improving customer management and exclusive insights from CCW Europe’s community.
• How to deploy, embrace, and scale IA to maximise return on investment.
• How IA works in practice to overcome leading industry challenges with featured case study examples. 

Ready to learn how to improve customer experience? 

Employees are sharing a common sense of disruption from worldwide national crises and political unrest, and some are beginning to re-evaluate what work means to them as a result.

Companies that offer an excellent employee experience (EX) programme that considers what employees truly value, incorporates workplace flexibility, and provides employees with purpose, make for attractive propositions.

CCW Europe provides insight into how UK businesses are achieving the EX-factor and in turn retaining employees, enhancing innovation, and exceeding financial targets.

Download the infographic to receive:

• Three proven ways companies in the UK are enhancing EX.
• Insights to promote digital dexterity that will allow any organisation to better adapt to change.
• An understanding of how to maximise employee satisfaction, performance, and productivity.
  

Submit your details below and a member of our team will contact you to discuss your participation in the CCW UK Executive Exchange this November.