WELCOME TO THE CCW UK EXECUTIVE EXCHANGE

3 - 5 March 2026 | London, UK

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Dan Eddie

Director of Customer Service Simplyhealth

Agenda Day Three

12:15 PM MASTERCLASS A: FROM CONCEPT TO CUSTOMER VALUE – DELIVERING WITH PURPOSE DRIVEN AI

Over a 4-year transformation journey, SimplyHealth has aligned its AI strategy with organisational purpose to deliver better outcomes for over 2.5 million customers. Conversational AI and generative email now handle 30% of interactions and 1,500+ weekly emails, while multi-skilling colleagues has doubled productivity. This balanced approach has lifted customer satisfaction to an all-time high of 87%.

Explore how SimplyHealth scaled responsibly, empowered colleagues, and built a hybrid workforce where people and technology work in harmony. Learn practical ways to embed AI without losing the human touch and design transformation strategies that drive efficiency, trust, and exceptional outcomes.

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

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