CCW UK Summit: Workshop Day Round-up

The CCW UK Summit is in full swing. We hope everyone who attended today’s workshops found them insightful! We had a great start to the day with a workshop from Zoe Spurgeon , Vice President of Operations at SmartestEnergy . She discussed managing change in a rapidly scaling business, focusing on consolidating customer operations without compromising CX. Within this, Zoe explained how SmartestEnergy brought their ESAT score from -6 to +45 while they grew!

Next up, we had a fantastic session with Jonny Auld , Customer Engagement Manager at Affinity Water , and Leonie Brown Principal XM Scientist at Qualtrics , who discussed building a journey-led CX program.

Next, Alorica ’s team ran a workshop on how to build a multilingual delivery strategy in 60 minutes, leveraging the power of real-time translation AI technology. Thank you to Marie-Louise Gaughan LLB (Hons) ACIBS , Head of Customer & Digital Experience EMEA, and Graham Brown , Senior Vice President Growth EMEA at Alorica .

Today’s workshops were followed by a private site tour and welcome presentation at The Dorchester Collection Academy & Contact Centre. This was hosted by CCW Europe Advisory Board member, Caitlin Neary . Caitlin is the Director, Global Contact Centre at the Dorchester Collection. We hope that everyone who attended enjoyed visiting this first-of-its-kind Contact Centre!

Now it's time for an evening welcome party at the Grill By Tom Booton for our workshop attendees. We hope everyone who is attending this evening has a great time!