Take a behind-the-scenes look at the calibre of the 50+ executives who attended, their investment priorities, and the high level of engagement you can expect from our unique exchange format.

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
  

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.

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.

Consumers now have unwavering expectations for immediate resolution and support from brands they engage with. This compels business leaders today to re-evaluate their support methodologies to adopt new tools, technologies and tactics to cater to this new age of the connected and empowered consumer. However, building and implementing these tools can be extremely challenging. One example of this, is the use of a chatbot.

This article breaks down three of the most common chatbot pitfalls that brands succumb to, and also looks at loveholidays' virtual assistant ‘Sandy’ as a success story. Download the full article here.

You can download the full article. 

With customers having an ever-widening choice of goods and services, improved access to information, and more opportunities to share their experiences, ethical customer service is becoming increasingly important for a business’s survival.

CCW Europe’s digital partner, CCW Europe Digital, sat down with Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming, to get his take on how the betting industry can overcome social stigmas and deliver on its promise of ethical customer service.

Download the interview and come away with lessons in how to:

• Create a safer gambling culture for both customers and employees.
• Equip workforces with the right skills and tools to handle highly complex and emotive customer queries.
• Create a business culture that puts the wellbeing of their customers and employees at the centre.