WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH

2 - 4 March 2027 | London, UK

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Paul Cuglietta

Customer Services Director Simplyhealth

Agenda Day Two

9:00 AM SESSION C: HUMANISING DIGITISATION: BUILDING AN OPERATING MODEL FOR THE NEXT DECADE

As customer operations become increasingly digital, futureproofing is not about removing people. It means redesigning the operating model so technology can absorb transactional demand while employees focus where judgement, empathy and expertise create the greatest value. Drawing on Simplyhealth's transformation, Paul shares how to scale service, support growth and control costs while preserving human support when it matters most.

Scaling service without scaling workforce costs
Automating transactional demand across voice, chat, email and colleague workflows
Measuring success through efficiency, resolution, NPS, customer sentiment and trust -not cost reduction alone

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

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