WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH
2 - 4 March 2027
| London, UK
OPTIMISE, SCALE, FUTURE-PROOF: NAVIGATING CX MATURITY
OPTIMISE, SCALE, FUTURE-PROOF: NAVIGATING CX MATURITY
Every organisation is somewhere different on the customer transformation journey.
Some are still optimising technology, data and service operations. Others are ready to scale what works. The most advanced are already looking towards predictive intelligence, personalisation, agentic AI and new models of customer engagement.
The CCW UK Executive Exchange brings together senior customer leaders to benchmark where they are today and decide what they should OPTIMISE, SCALE and FUTURE-PROOF next.
Through practical case studies, peer-led discussions, Personalised Working Groups and matched one-to-one meetings, attendees can cut through the AI hype and leave with a clearer view of what comes next.
Star Speaker: Lord James Timpson OBE
CEO of the family-run Timpson Group, best-selling author of The Happy Index, and pioneer of upside-down management, for an inspiring keynote on transforming customer experience by putting employees first.
Managing over 2,000 UK high street locations across six generations of heritage, the Timpson Group proves that compassionate leadership can drive commercial success. Built on trust and kindness, Timpson empowers frontline teams with autonomy while offering distinctive benefits, from birthday leave to free holiday homes.
2027 SPEAKERS
Apoorva Varma
Head of Mobile and Online Banking
NatWest
Lisa Johnstone
Director Priority, Loyalty & Rewards
VirginMedia O2
Ange Johnson De Wet
Business Banking Technology , Lending Delivery Director
Barclays
Ben Hick
Director Customer Experience & Propositions
TUI
Tiago Ferreira
Client Experience Specialist
Nedbank Private Wealth
Louise Walsh
Chief Customer Contact Officer
Utilita Energy
Charlotte Burridge-Taylor
Head of Global Customer Care Learning & Developemnt
Volvo Cars
Jennifer Cobley
Group Sales, Marketing & Customer Experience Director
Places for People
Georgia Bradbury-Adams
Head of CX Transformation
Motorway
Julia Jenkins
Customer Experience Director
The Crown Estate
Mia Manson-Bishop
Member Experience and Membership Director
David Lloyd Leisure
Simone Woodrow
Head of Customer Experience, Equalities & Extra Support
HM Revenue & Customs
Sophie Morris
Head of Customer Experience Strategy
London Northwestern Railway
Sally Hunter
Director of Supporter Experience
The Guardian
Benjamin Cheadle
Customer & Marketing Analytics Head
Jaguar Land Rover
Karthik Nagarajan
Associate Director AI/ML
Tripadvisor
Phil Payne
Director of IT Customer Experience
Bidvest Noonan
Sanj Badhan
Head of Customer Engagement
Starling Bank
Claire Walsh
Director of Customer Experience
Hm Government
Carolyn Forbes
Head of Service Innovation
The Telegraph
Ramy Erfan
VP, Business & Technology Enablement
Citi
Sarah Medcalf
Head of Supporter Services
Newcastle United Football Club
Christopher Parker
Global Head of Customer Data
Jaguar Land Rover
Nicola Harris
Head of Customer Experience
Yorkshire Water
Joe Fraser
Personalised Care, Head of Regional Expansion and Capability, London Region
NHS England
Paul Cuglietta
Customer Services Director
Simplyhealth
Kilver Sidhu
Head of Operations (Financial Difficulty, Bereavement and Customer Vulnerability
Barclays
Kate Philpot
Vice President Global Sales, Marketing & Customer Experience
Getty Images, Inc.
Lizzie Queen
Head of Telephony UK
HSBC.
Nathan Turner
Senior Director Customer Experience
Fortis Games
Annette Pearson
Head of Customer Experience
NHS Property Services Ltd
Luke Squires
Group Director of Operations
Forge Holiday Group
Samantha Bailey
Director of Stadium Revenue
Tottenham Hotspur Football Club
Sarah Williams
Director Customer Experience
Notting Hill Genesis
Rajab Khalid
Director of Customer Experience, International
Cineworld Cinemas
PERSONALISED WORKING GROUPS
Connect with a small group of end-user senior leaders facing similar priorities, challenges and investment decisions. Using the information shared through your delegate profile, we will match you with peers who can offer relevant experience, practical insight and a valuable external perspective.
With dedicated time baked into the agenda, onsite, you will have dedicated time to benchmark approaches, share lessons and work through challenges in an open, partner-exclusive environment.
- Matched around shared priorities and transformation challenges
- Structured questions tailored to your group
- Honest, peer-led discussion
- Meaningful connections designed to continue beyond the Exchange
ONE-TO-ONE MEETINGS
Connect with selected partners whose expertise aligns with your priorities, challenges and investment plans. Using the information shared through your delegate profile, we will arrange focused conversations only where there is a clear and relevant match.
These meetings provide access to external opinions, specialist insight and a fresh perspective on the market. As technology and available solutions continue to evolve rapidly, they offer an opportunity to explore different approaches, challenge your thinking and understand what could support your transformation.
- Matched around your priorities and investment plans
- Meetings arranged only where there is clear alignment
- External perspectives on your challenges and opportunities
- Insight into the latest market and technology developments
2027 KEY THEMES
OPTIMISING & SCALING AI INVESTMENTS
Move beyond isolated use cases to identify where AI creates genuine value. Prioritise investment, strengthen the foundations for adoption and scale proven capabilities across customer operations.
PREDICTIVE INTELLIGENCE, PERSONALISATION & CONNECTED JOURNEYS
Use data, behavioural insight and predictive intelligence to anticipate customer needs, create more relevant experiences and connect interactions across the full customer journey.
SERVICE OPERATIONS FOR EFFICIENCY & QUALITY
Improve performance without compromising trust or experience. Explore how automation, quality intelligence, knowledge and smarter workflows can strengthen resolution, consistency and efficiency.
WORKFORCE TRANSFORMATION & AI-READY LEADERSHIP
Prepare employees and leaders to work confidently in an increasingly AI-enabled environment, with the skills, roles, learning approaches and culture needed to embed change and sustain momentum.
SPONSORSHIP OPPORTUNITIES
We’re looking for partners who can help senior customer leaders optimise, scale and future-proof their transformation strategies.
Whether your expertise sits across AI, automation, customer intelligence, CCaaS, personalisation, digital experience, workforce transformation or customer operations, the Exchange offers a highly targeted way to connect with senior decision-makers actively exploring new solutions.
- Pre-scheduled 1-to-1 meetings with qualified buyers
- Opportunities to lead workshops, roundtables and thought leadership sessions
- Brand visibility across the Exchange experience
- Direct access to a senior, invitation-only audience
GET IN TOUCH TODAY
If you’re interested in attendance or partnership, please enquire below. A member of the team will be in touch as soon as possible.
In Partnership With:
QUESTIONS?
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Email: enquire@iqpc.co.uk
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