Exclusive Reports and Interviews

Innovation in customer experience is essential for competitive differentiation and growth, yet it can be challenging to measure and often relies on sudden bursts of insight. This report explores the three key strategies to build a robust CX innovation playbook:

• Unify data in one single source of truth
• Build an innovation North Star
• Develop a culture of agility
  

Here, we speak with two leaders who have gone down opposing paths. In the “build” corner we have Paul Cooper, the former Head of Technology Delivery, Operations and Cyber at takepayments, and in the “buy” corner we have Dan Allen, the Deputy Director Dan Allen, Deputy Director of Landlord Support, National Residential Landlords Association (NRLA) of Landlord Support at the National Residential Landlords Association (NRLA). Together they dive into the pros and cons of each approach and offer critical insights around AI scalability, maintaining AI independence, implementation best practices, talent management, and their biggest learnings.

The AI curtain has been raised. In the initial 18 months following its emergence in late 2022, much of the discourse around this technology centred on unearthing and poring over its potential. That discourse has moved on significantly as 2024 has unfolded and we’re beginning to see brands pushing past proof of concept and showcasing the tangible business value it can deliver.

In today's digital landscape, delivering consistent, tailored experiences is crucial for all brands. Being present at the right touchpoint is essential, as missed expectations can erode brand trust and loyalty. With 96% of consumers saying a negative experience affects their likelihood of returning and 12% willing to switch brands after one poor interaction, CX leaders must prioritize seamless experiences. This report explores how AI-powered search and content recommendation platforms can help brands meet these demands and drive business outcomes.

What's inside this report?

• The state of brand trust and loyalty
• The value of AI-powered relevance
• Using AI to deliver personalized experiences

View the 2025 Snapshot of Attendees to see the speakers, Job titles and Accounts from the senior audience of 60+ customer management and CX leaders who attended the March event. Gain valuable insights into the professionals driving innovation and excellence in customer experience.

Inside this report, you'll discover an exclusive behind-the-scenes look at the executives who attended the March edition and the high level of engagement you can expect from our platform. Key highlights include a breakdown of those in attendance, a summary of five standout sessions, testimonials, advisory board members, and sponsors. 

Download the CCW UK Executive Exchange 2025 sponsorship prospectus to find out. This essential guide will give you everything you need to plan your participation, including:

Attendee Insights: The highest quality business intelligence to help shape your go-to-market strategy and message. Global Brands: Access a high-value audience from top companies. Key Themes: Align your solutions with 2025's hot topics. Engagement Opportunities: Find a package that fits your needs. Success Stories: Learn how past sponsors benefited.

Discover why CCW Europe is the premier platform for connecting with the most influential leaders in Customer Experience, digital transformation, and contact centre innovation. The 2025 Sponsorship Prospectus offers an exclusive look at how we help you engage with an elite community of over 67,000 CX professionals, position your brand as an industry leader through bespoke sponsorship opportunities, and achieve measurable ROI with strategies tailored to your goals. Explore detailed event calendars, audience insights, sponsorship packages, and testimonials from partners who have seen success with CCW Europe.

View the 2025 Investment Infographic to discover the diverse job titles, top companies and investment priorities of the 2025 Attendees. Find out what common challenges have been identified and gain valuable insights into the professionals driving innovation and excellence in customer experience.