CCW UK Exchange 2025 | IQPC | 3 March 2025 | Hilton London Syon Park, Park Rd, Isleworth TW8 8JF, UK

It’s becoming abundantly clear that AI is to customer service what the asteroid was to the dinosaurs. The world of customer management as we knew it before the AI asteroid landed is rendering our previous approaches obsolete. Those who fail to adapt to the new world, will sadly go extinct. Customer management leaders who are yet to reap the benefits of adapting to the new world, who are still navigating the risks, rewards, ethics, regulations and costs associated with the adoption of such tools, must make the necessary evolution into implementation and join those thriving in the new era of customer management.

Customer management leaders are at a precarious crossroad, needing to plant the seeds for their own initiatives to reap the rewards and not fall behind. However daunting the leap may seem, this pivotal time for disruption and innovation provides an equal playing field for those who have historically fallen behind to rapidly catch up. Once the seeds of innovation are sown, customer leaders can unlock the true potential of brand and customer relationships.

What To Look Forward To
• Engage across 18+ hours of content with 25+ expert speakers, and 12+ interactive sessions
• Meet with customer management leaders operating in the same region to discuss strategy whilst consuming content addressing the UK regional specific challenges and solutions
• Enjoy the opportunity to listen to the core lessons the Co-Founder and former Chief Customer Officer of Monzo Bank & Starling Bank, Jason Bates, has to share
• Gain practical insights from keynote presentations, executive boardroom case studies, roundtable discussions and surgery sessions to inform your own customer management strategy
• Access a unique agenda tailored to your biggest priorities with multiple choices of pre-registered sessions to attend
• Interactive 1-2-1 meetings to with potential partners in alignment with the requirements you will share pre-event

2025 Speakers

Jason Bates
Co-Founder & Former Chief Customer Officer, Monzo Bank & Starling Bank

Louise Walsh
Chief Customer Contact Officer, Utilita Energy

Isobel Crosse
Head of Financial Care, Santander

Anna Roughley
Deputy Chief Executive, The Lending Standards Board

Emma Wardle
Director of Customer Service Operations, Experian

Kavita Quigley
Head of Customer Relations, Experian

Kevin Murphy
Chief Operating Officer, NatWest Rooster Money

Neil Gregory
People & Service Director, Naked Wines

Tom Benn
Head of Customer Acquisition, Naked Wines

Charlotte Burridge-Taylor
Head of Global Customer Care Training, Volvo Cars

Keith Richards
CEO, Consumer Duty Alliance

Marc Roberts
CEO, Hiyacar

Zoe Spurgeon
Vice President Operations, SmartestEnergy

Alastair Gilchrist
Chief Technology Officer, NRLA

Janis Thomas
Managing Director, Look Fabulous Forever

Dan Allen
Deputy Director of Landlord Support, NRLA

Quarina Sultana
Head of Digital Engagement, RNIB

Paul Cooper
Head of Technology Design & Innovation, Lancaster University

Vanessa Milan
Head of Voice of the Customer, Global Operations, Cambridge University Press & Assessment

Doug Gilbert
CIO & Chief Digital Officer, Sutherland

David Paulding
Vice President International, Nextiva

Josh Bennett
Enterprise Account Executive, Nextiva

Barry-John Leahy
Enterprise Account Executive, Nextiva

Rakesh Mistry
Global Industry Director, LivePerson

Brian Reijngoud
Senior Vice President, Worldwide Sales, Deepdesk

2025 Sponsors

• InMoment
• 8x8
• CSG
• Edge Tier
• Live Person
• Maestro QA
• Quantum Metric
• Scorebuddy
• SightCall
• Evaluagent
• HGS
• Five9
• Nextiva
• Halo CRM
• Coveo
• Sutherland
• Intradiem
• Zenarate
• Ada
• Question Pro
• Anywhere365