WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH

March 2027 | London, UK

VIEW 2026 AGENDA

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Scott Forbush

Channel Chief Nextiva

Agenda Day One

4:00 PM REDEFINING CUSTOMER VALUE THROUGH TRUSTED AI

Traditional CX metrics like handle time and NPS fail to capture what truly matters—empathy, loyalty, and meaningful outcomes. This workshop will show you how to move beyond compliance-driven AI rollouts and instead build trust through transparency, explainability, and data quality. You’ll see how AI, when

positioned as a partner rather than just a tool, can transform the way organisations measure success.

Join us as we explore how to:

• Identify where outdated KPIs create blind spots in customer experience.

• Redesign metrics into customer-centric measures that reflect real value.

• Build confidence in AI adoption and unlock measurable ROI.

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

Download The Latest Agenda

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London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk