CCW UK Summit 2024 | IQPC | 12 May 2024 | Novotel London West, 1 Shortlands Hammersmith International CTRE London W6 8DR

Customer management leaders in the UK stand at a crossroad of necessity and opportunity. With a landscape marked by mounting employment costs, expansive pools of English-speaking workforces nearshore and offshore, and a liberal regulatory approach to implementing AI: the stage is set for a transformative leap into the future.

UK consumers are demanding support that transcends efficiency, requiring us all to deliver an experience that resonates with desires for inclusivity, quality, value and simplicity. There are multiple layers of complexity to navigate with the aforementioned as well as regional and industry specific customer metrics, frameworks and cultural nuances to adhere to.

But with the formidable advantage of regional autonomy, a community hungry for innovation, and some of the leading minds in the continent spearheading the latest and greatest case studies here in the UK, there’s no longer an option to be paralysed by risk of transformative change. It’s time to take advantage of the opportunity and take action.

2024 Speakers

ADVISORY BOARDS:

Carl McCartney
Customer Experience Director, Les Mills

Emma Wardle
Director of Customer Service Operations UK&I Customer Servicing, Experian

Alice Hunt
Head of Performance Management, Hastings Direct

Aymen Ismail
Head of Customer Engagement Solutions, smart Europe GmbH

Caitlin Neary
Director, Global Contact Centre, Dorchester Collection

Sandro Percuoco
Head of CS Digital & Service Design, Ryanair

Jann Hoffmann
Head of Traffic Tower, Telia Denmark

Katalin Fritz
Chief Customer & People Officer, Marley Spoon

Kayle Rattigan
Head of Customer Service, DAZN Bet

Jen Brown
Senior Director, EMEA Marketing, GoTo

Alan Ranger
VP Marketing, Cognigy

SPEAKERS:

Lauren Aitken
Head of Customer Experience, ASDA

Jonny Auld
Customer Engagement Manager, Affinity Water

Faye Bailey
Quality Lead, Halfords

Tim Bamber
Social Community Lead, The FA Group

James Brindley-Raynes
Head of Digital Customer Journey, A.P. Moller-Maersk

Leonie Brown
Principal XM Scientist, Qualtrics

Luke Butson
Vendor & Commercial Strategy Manager, Expedia Group

Tiffany Chesson
Customer Experience Director, YourParkingSpace

Yawar Choudhry
Head of Client Services Proposition, Legal & General

Lord Sebastian Coe CH, KBE
British Olympic Track Athlete, Politician and President of the World Governing Body for Athletics, World Athletics Association

James Dolling
Head of Customer Proposition, Arriva Rail London

Dan Eddie
Director of Customer Service, Simplyhealth & Denplan

Rami El-Dahshan
Head of Clubhouses, Virgin Atlantic

Annalise Eldred
Head of Customer Contact Centres, Lookers

Leon Ellerton
Client Delivery & Customer Experience Director, Experian

Abby Etoe
Contact Centre Director, Norwegian Cruise Line

Francesco Federico
Global Chief Marketing Officer, S&P Global Ratings

Ben Fuggles
UK Sales Director, CX, Conduent

Natalie Fuller
Head of Customer Marketing and Communications, Cashplus Bank

Jonathan George
Customer Operations and Loyalty Director, Holland & Barrett

Neil Gregory
Head of Customer Happiness, Naked Wines

Rosie Hill
Head of eCommerce, GAILS

Fflur Huysmans
Head of Customer Experience, The Bread Factory

Julia Jenkins
Customer Experience Director, The Crown Estate

Abdul Khaled
Head of Digital | Customer Experience & Digital Products, E.ON Next

Joanne Lotey
Senior Customer Experience Manager, GAILS

Jo Mayes
Director of Customer Services, Business Stream

Graeme Mushet
Head of Express Motor Claims, Zurich Insurance

Karyna Neumann
Team Lead - Conversational AI, E.ON Digital Technology GmbH

Claudia Nicholls-Magielsen
Chief Customer Officer, Simplyhealth & Denplan

Amy Perring
Senior Optimisation Manager, NewDay

Olive Perrins
Head of TV Service, Sky

Rebecca Powell
Head of Customer Care, Ella's Kitchen

Alan Ranger
VP Marketing, Cognigy

Naomi Rankin
Global Customer Care Manager, Lush

Francesca Rea
Director of Customer Operations, NewDay

Emeran Saigol
Operational Director Digital, Customer Experience & Community Safety, London Borough of Redbridge

Lee Shelsher
Head of Customer Solutions, Enfield Council

Zoe Spurgeon
Vice President Operations, SmartestEnergy

Tiggy Thompson
Head of Supporter Experience, Tottenham Hotspur Football Club

Annalise Watson
Head of Customer Experience & Strategy, Philip Kingsley

Sarah Williams
Chief Customer Experience Officer, Westminster City Council

Adam Wright
Director of Growth, Natures Menu

2024 Sponsors

• Alorica
• BSI
• Cognigy
• Conduent
• Connect
• Dialpad
• Enterprise Georgia
• EdgeTier
• GoTo
• Language I/O
• Qualtrics
• Zenarate