Breaking Silos, Building Unification: Transforming CX Across the Enterprise
With consumer expectations on the rise and technology advancing at a rapid pace, experience leaders today are equipped to redefine engagement across every stage of the customer journey. As AI weaves further into the fabric of society, its potential to enhance customer interactions is aligning with a market that is both cautiously optimistic and increasingly expectant. But the path to truly transformative customer engagement involves tackling complex challenges: from maintaining trust through robust data security to navigating talent shortages in service and customer-facing roles.
Returning in May, the Summit brings together thought leaders and pioneers in customer management with new content empowering organisations to elevate experiences across the entire consumer journey. CCW UK will provide attendees with insights to break down organisational silos, align cross-functional goals, and integrate human-centric and AI-driven strategies seamlessly.
2025 Key Topic Areas
Elevate experiences with AI and automation
Unlock the power of customer insights
Create seamless omnichannel journeys
Innovate for the next generation of customers
Maximise resources for strategic success
Future-proof through brand differentiation
Design human-centric experiences
Enhance employee experience and organisational collaboration
Build engagement through personalisation
Revolutionise metrics for modern CX success
Career changing!
Participating in workshops to brainstorm on CX hurdles truly expanded my perspective and served me a lot of food for thought.
Really great experience meeting likeminded people and really interesting hearing the experiences of people from different industries. There's definitely commonality that we can all take away.
It was really interesting to understand that lots of people have got similar challenges and really good to share insights and share ideas on how things could be improved.
2025 Expert Speakers
Matt Dawson MBE, Former Wasps, England & British Lions Scrum Half, Television Host & Celebrity
Danny Gonzalez, Chief Digital & Innovation Officer, London North Eastern Railway
Valentina Cesani, Chief Customer Officer, Rail Europe
Stijn Bannier, Global Product Director, adidas
Jen Hobbs, Digital Director – Experience & Development, The AA
Tracy Sheldon, Head of Operational Effectiveness, Ageas UK
Alex Milanovic, Head of Data Science, loveholidays
Sarah Medcalf, Head of Supporter Services, Newcastle United Football Club
Ben Dales, Head of Digital Marketing, Persimmon Homes
Robin Spinks, Head of Inclusive Design, RNIB
Emma Collings, Head of Marketing, British Land
Sabina Onwuka, Head of Customer Services, London Borough of Barking & Dagenham
Jessica Ham, Head of Customer Experience, National Grid
Alex Williams, Head of Contact Centre, UK Power Networks Services
Jason Bloomfield, Global Head of People Change & Experience Design, Ericsson
Robin Spinks, Head of Inclusive Design, RNIB
Melda Sofuoglu, Global Senior Manager, Expert Resolution, Vodafone
Chantal Mitchell, Customer Experience Manager, VIVID Homes
Katheryn Thomas, Senior CRM Manager, L'Occitane
Bukola Odunaiya, Senior Integrated Campaigns Manager, Expedia Group
Douglas Sheard, Consumer Engagement Lead, UK & Ireland, Reckitt
Zain Rawji, Vulnerable Customer Manager, Kroo Bank
Ashwin Peter, Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms, British Gas
Kai Bentley-Grey, Senior Technology Business Partner, DFS Furniture
Abby Hugglestone, Director, Contact Centre, Norwegian Cruise Line
Karen Carter, Contact Centre Manager, npower Business Solutions
Lisa Dalzell, Head of Customer Experience, ERGO Travel Insurance
Lee McIntosh, Operations Manager, EE
Preeti Sawalani, Head Customer Management Global, Swiss RE
Greg Aiello, Managing Director, PPL PRS Ltd
Matthew Dijkstra, Chief Customer Officer, Vitality
Alan Ranger, Vice President of Marketing, Cognigy
Huw Jones, Director, Solutions Consulting, Verint
Keith Barrow, Director, Solutions Consulting, Verint
Matt Frank, Chief AI and Innovation Officer, Ancoris
John Clarke, Head of Cloud and AI Advisory, Ancoris
David Paulding, Vice President, International Expansion, Nextiva
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Venue
Allianz Stadium 200 Whitton Rd, TW2 7BA Twickenham, London , UK
Exclusive Discounted Accommodation We’re thrilled to partner with Radisson Hotels to bring you exclusive rates for your stay during the CCW UK Summit. Secure your booking at London Twickenham Stadium Hotel, a proud member of Radisson Individuals, conveniently located at the iconic Allianz Stadium, Twickenham. Book Your Stay
