WELCOME TO THE CCW UK EXECUTIVE EXCHANGE

3 - 5 March 2026 | London, UK

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Alexander Toft

International Managing Director Moonpig

Agenda Day One

2:30 PM WORKSHOP B: MEASURING WHAT MATTERS – PROVING CX IMPACT IN THE BOARDROOM

As customer expectations evolve, organisations cannot afford to rely on outdated measures of satisfaction. This interactive workshop explores how to reframe metrics to prove customer experience impact, demonstrate return on investment, and drive long term loyalty. Drawing on practical examples, discussion will highlight how teams measure what truly drives satisfaction and retention, and how customer insights can be adapted across different markets with varying behaviours and challenges.

Discover how to move beyond NPS and integrate experience led measures.
Learn how to link satisfaction metrics directly to revenue, loyalty and retention.
Explore how to capture and act on customer insights in real time.
Gain perspective on tailoring metrics and insights across different customer contexts.

Check out the incredible speaker line-up to see who will be joining Alexander.

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