WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH

2 - 4 March 2027 | London, UK

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Sally Hunter

Director of Supporter Experience The Guardian

Agenda Day Two

9:00 AM SESSION A: FROM REACTIVE SUPPORT TO A PROACTIVE, VALUE-LED SUPPORTER EXPERIENCE

The Guardian's shift towards a reader-revenue model has transformed the role customer experience plays in growing and retaining its supporter base. Drawing on its ongoing transformation, this session explores how The Guardian is moving beyond reactive support to create a more pre-emptive, self-service-enabled experience. It will examine how insight from its new help centre is refining the supporter proposition and informing decisions across the organisation.

Using customer insight and feedback loops to improve journeys, propositions and decision-making.
Combining AI-enabled self-service with human support to create a proactive supporter experience.
Positioning customer experience as a driver of value, loyalty and retention.

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

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