THE UK'S PREMIER INVITATION-ONLY COMMUNITY MEETING FOR SENIOR CUSTOMER EXPERIENCE LEADERS
December 01 - 02, 2025
| Hilton, syon park london, uk
CX Exchange UK Day 1
8:00 - 8:30
CX UK 2024 registration and networking
8:35 - 8:45
CX UK Exchange Chairs opening remarks
Tyne Mills -
VP of Sales,
Qualtrics
8:45 - 9:25
OPENING KEYNOTE PRESENTATION: DISRUPTING THE NORM: UNLEASHING DATA-DRIVEN CX FOR RADICAL TRANSFORMATION
Aymen Ismail -
Head of Customer Engagement Solutions,
smart Europe GmbH
It is a commercial reality that the right customer experience strategy can make the difference between business growth or stagnation. Keeping your company at the forefront of new developments is vital, whether this is in embracing new technology, finding innovative ways to get insight from customer data, or even reshaping the team itself. This approach is critical, as when your competitors are all innovating, standing still is not an option.
In this keynote presentation, Aymen Ismael Head of Customer Engagement Solutions at Smart, will discuss how he has led innovation and change within the redevelopment of Smart’s customer engagement, and in doing so has identified where technology and data-driven insight has helped direct his approach. By embracing a disruptive outlook, Aymen will outline where this has led to business growth and tangible ROI on their investments of time and resource.
9:15 - 9:45
KEYNOTE PRESENTATION - RESERVED FOR QUALTRICS
9:45 - 10:25
KEYNOTE PANEL DISCUSSION WITH AUDIENCE Q&A: “WHAT IF YOU COULD JUST RIP IT UP AND START ALL OVER AGAIN”?
James Brindley-Raynes -
Head of Digital Customer Journey,
A.P. Moller-Maersk
Fabian Kortekaas - Chief Experience Officer, City of The Hague
Ruben Bell - Head of Engineering Delivery Optimisation & Global Digital Demand, Vodafone
Noah S Roy-Chowdhury - Director CX & Insights, S&P Global
The question of what good would look like is almost always through the lens of limitations – of money, capability and internal buy-in, amongst others. CX and customer service reflects the experience of many other groups within any large business; laden with pre-existing assumptions, restricted to working with embedded tech stacks and often an acceptance of what is / is not possible to achieve within your business. But what if it wasn’t always this way?
As strategic transformation is more common to the world of CX more than most fields, it is vital to try and picture what wholesale change could look like, given the time and resources needed for such a transformation. In this expansive panel discussion, CX leaders will consider how they would create a customer-focused strategy, based on today’s technology and expectations. What would they do, if they could rip it all up and start front scratch?
10:25 - 10:55
KEYNOTE PRESENTATION: RESERVED FOR SPONSOR
11:00 - 11:30
One to One Business Meetings and Networking
11:00 - 11:30
EXPERT THINK TANK: EMBRACING A DESIGN-LED MINDSET TO DRIVE INNOVATION WITHIN YOUR CX STRATEGIES
As a discipline, Customer Experience is defined by its continual development and the manner it embraces ongoing change as a necessity. From the innovative use of technologies such as AI through to capturing and using the insights big data can offer, CX is constantly developing, improving, and driving change.
However, if the implementation of technology is the “what” to drive improvements within your CX approach, a design-led mindset is the critical “how” to define what needs changing creating a roadmap to do so. Without a deep understanding of who your clients are and how to meet their critical needs, improved outcomes cannot be guaranteed. In this discussion-led think-tank, we will discuss how to overcome the inherent challenges with embracing change help you create a design-centric environment within your CX group.
11:35 - 12:05
One to One Business Meetings and Networking
12:10 - 12:40
One to One Business Meetings and Networking
12:10 - 12:40
EXPERT THINK-TANK: WHERE SHOULD YOU RETAIN SOME LEVEL OF FRICTION IN THE DRIVE FOR A FRICTIONLESS CUSTOMER INTERACTION?
Whilst the concept of a frictionless CX journeys aligns with the expectations of today's customer, removing all aspects of friction can lead to the loss of opportunities for your business. Friction – when this is carefully considered and has clear intentions and desired outcomes – can engage users, build trust and help enhance overall customer satisfaction. Allowing for human connection – for example, in a contact centre of similar – can allow for both greater levels of service to be provided and open sales opportunities
This think-tank will consider where the strategic re-introduction (or retention) of a degree of friction with a journey, and what you need to bear in mind when considering including just the right amount of friction in your customer journey
12:40 - 13:30
Interactive Networking Lunch
13:30 - 14:05
PANEL DISCUSSION FOLLOWED BY AUDIENCE Q&A: GETTING THE ALL-IMPORTANT SENIOR LEADERSHIP MANDATE TO TRANSFORM YOUR CUSTOMER STRATEGY
Sarah Williams -
Chief Customer Experience Officer,
Westminster City Council
Luke Horwath - Customer Experience Lead, Waitrose & Partners
As the expectations of consumers continue to evolve, and where new technology can enable enhanced customer interactions in a myriad of ways, the need to change / transform your approach at some point in the future is inevitable. Keeping this aligned with what your customers expect is critical, and not doing will inevitably lead to a decline in revenue and market share.
However, this will inevitably require a level of investment of both time and money, and in a world where it can at times be hard to demonstrate ROI, this is a challenge. The discussion will focus on:
- How to get the all-important internal mandate to drive for change – both from leadership, as well as the groups who will help deliver the project
- What metrics are critical to keep in mind when measuring project success? Can you use qualitative as well as quantitative to demonstrate success?
- Overcoming entrenched ideas of CX and the critical value of internal education
14:05 - 14:35
EXPERT PRESENTATION: ACCELERATING CUSTOMER GROWTH AND PROFITABILITY, USING CONNECTED CUSTOMER EXPERIENCES
14:40 - 15:10
One to One Business Meetings and Networking
15:10 - 15:35
EXPERT PRESENTATION: WHAT DO YOU STAND FOR - PLACING THE BRAND AT THE CENTRE OF PRODUCT, DESIGN AND COMPANY VISION TO DELIVER A CONSISTENT EXPERIENCE ACROSS ALL TOUCHPOINTS
15:40 - 16:10
One to One Business Meetings and Networking
16:15 - 16:45
One to One Business Meetings and Networking
16:15 - 16:45
EXPERT THINK TANK: IS AUTOMATION OF KEY PROCESSES THE KEY TO BETTER COMPLAINT RESOLUTION?
Whilst the human touch in customer complaint resolution remains a critical element, the use of technology to streamline processes and address customer challenges can be a critical driver of increasing customer satisfaction. Given the importance of proactively addressing complaints or issues, getting the deployment of this right is a vital consideration.
This think-tank will review where there is most value in adding technology to these processes, consider what can be done to align this with existing CX technology, as well as considering how to match your automation approach with your unique set of customer expectations.
16:50 - 17:20
One to One Business Meetings and Networking
17:20 - 18:00
CHAMPAGNE ROUNDTABLE DISCUSSION GROUPS
17:20 - 18:00
ROUNDTABLE DISCUSSION GROUP 1 - HOW CAN YOU ENSURE YOUR DATA ARCHITECTURE IS FIT FOR AI USE?
17:20 - 18:00
ROUNDTABLE DISCUSSION GROUP 2 - CREATING A CUSTOMER-CENTRIC CULTURE FROM TOP-DOWN AND BOTTOM-UP
Deepa Dorai -
Global Customer Success Director,
DIRECT ATPI GLOBAL TRAVEL
17:20 - 18:00
ROUNDTABLE DISCUSSION GROUP 3 - MAXIMISING THE VALUE OF YOUR VOC PROGRAMME IN A WORLD OF AUTOMATION
17:20 - 18:00
ROUNDTABLE DISCUSSION GROUP 4 - ADDRESSING TYPICAL CHALLENGES WHEN MAPPING OMNICHANNEL CUSTOMER JOURNEYS
