WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH
3 - 5 March 2026
| Hilton London Syon Park, UK
Louise Walsh
Chief Customer Contact Officer Utilita Energy
Agenda Day Two
3:45 PM PROGRESSING FROM HYPE TO REALITY: WHAT A REAL AI JOURNEY ACTUALLY LOOKS LIKE
AI is everywhere. Turning it into measurable impact is something else entirely.
This panel brings together two leaders who have moved beyond experimentation to real world execution. Dan Eddie of Simplyhealth and Louise Walsh of Utilita will share what the AI journey actually looks like inside an organization, offering a clear view of what strong decision making looks like at every stage.
The conversation will focus on the decisions that truly shape outcomes:
- What finally made implementing AI a priority
- What separated credible vendors from compelling ones
- How to think about deployment scope
- How to define and communicate success metrics that will drive meaningful impact
Attendees will leave with a clearer view of where to start, how to build internal confidence, and what metrics you need to measure.
Agenda Day Three
12:15 PM MASTERCLASS : BUILDING TRUST THROUGH PROACTIVE CUSTOMER CARE
In an era of rising expectations and fragile trust, the contact centre can make or break loyalty. Louise Walsh, Chief Customer Contact Officer at Utilita, reveals how she transformed frontline service into a driver of reputation and retention.
Louise will share how proactive care, from clear communication during times of change to support for vulnerable customers, reduces complaints, prevents churn and strengthens both customer and employee confidence.
- Anticipate customer needs to prevent issues before they escalate.
- Equip advisors to handle sensitive conversations with empathy and authority.
- Turn transparency into a competitive advantage.
- Apply lessons from highly regulated industries to any customer facing business.
Check out the incredible speaker line-up to see who will be joining Louise.
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