WELCOME TO THE CCW UK EXECUTIVE EXCHANGE

3 - 6 March 2026 | London, UK

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Jennifer Gannon

Head of Contact Centre FOOTASYLUM

Agenda Day One

2:30 PM WORKSHOP A: DESIGN, DIAGNOSE, DELIVER: THE NEW CX PLAYBOOK FOR DATA-DRIVEN CHANGE

Explore how organisations can move beyond dashboards to use data as a catalyst for real change. Through root cause analysis, journey mapping and frontline enablement, Footasylum achieved a multi-million pound reduction in refund costs in a single year. This session will show how practical, cost-effective approaches can uncover inefficiencies, redesign workflows and embed behaviour change across service teams, even when budgets and resources are limited.

Identify cost drivers and operational bottlenecks through service data.
Design agent workflows and tools that enable consistent and efficient resolution.
Embed long-term behavioural change with targeted training and performance measurement.

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

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London SW1V 1JZ
Telephone: +44 (0) 1135 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk