CCW Europe Exchange UK 2024 | IQPC | 5 March 2024 | Hilton London Syon Park, Park Rd, Isleworth TW8 8JF, UK

Empowering Customer Management Leaders to Define Their Next-Generation Service Strategy. As a customer management leader, mastering the intricacies of leadership and decision-making today presents an unprecedented challenge.

Striking a delicate balance among customer needs, staying ahead of trends and technology, adhering to regulations, aligning with board expectations, and considering employee dynamics feels like a tug of war. While the customer is undoubtedly the primary focus, the current landscape now demands a holistic approach to decision-making.

The risk between balancing human and digital touchpoints in customer support could make or break a customer’s journey. The balance between collecting customer data and actioning it effectively could become a revenue pit if not executed correctly. There is significant pressure to establish Generative AI to remain competitive whilst board priorities dictate that values, ethics & data security remain watertight. Plus, with regulation monitoring every move and customers’ expectations far exceeding regulatory allowances, how do leaders make clear decisions when the stakes are so high?

In 2024, this event returns. We invite you to join us for a unique opportunity to network in a closed-door, invitation-only environment for two days. You will network with executives who have demystified these challenges and will engage in hands-on practical exercises, learn implementation strategies and hear inspiring stories from executives passionate about sharing their best practice.

2024 Speakers

Rachel Angell
Chief Operating Officer, Domus Stay

Duncan McCombie
Chair of Customer Engagement Group, National Grid Electricity Distribution

Janis Thomas
Managing Director, Look Fabulous Forever

Paul Greenwood
Customer Service Director, Ocado Retail

Eugene Neale
Director of Business IT and CX Engineering, loveholidays

Nicholas Hartley
Customer Director, Motorway

Camilla McCorkell
Residential Operations Director, EDF

Joe Romata
Global Head of Customer Experience (Acting Director), Shell

Russell Lane
Head of Customer Experience, Utilita Energy

Andrew Crozier
Head of Player Services, Camelot

Tracy Barr
Head of Customer Experience, Northern Railway

Riffat Tufail
Head of Customer Vulnerability, Standard Life

Natalie Fuller
Head of Customer Marketing and Communications, Cashplus Bank

Jon Kirby
Head of UK Operations – Insourcing, Customer Intelligence and Learning & Development, dnata Travel Group

Samyutha Balasubramaniam
Head of Customer Experience Design, Great British Railways Transition Team

2024 Sponsors

• Cognigy
• Foundever
• HaloCRM
• Evaluagent
• Precisely