"The customer doesn't care about your silos."
Few observations captured the spirit of the 2026 CCW UK Summit more succinctly than this line from Rory Sutherland, Vice Chairman of Ogilvy. Delivered during a discussion on customer service, it became an idea that resonated far beyond discourse rooted in the contact centre and into the broader realm of CX – reaching all the functions and elements that feed into it.
This Wrap-Up Report distils the strategic themes that defined the event, revealing how senior CX leaders are navigating the volatility and uncertainty brought by new technologies that are rewriting the rules of engagement. It covers how organisations are absorbing AI, embedding empathy as an enterprise capability, and redesigning themselves around connected customer experiences that transcend organisational boundaries.
May it inspire new thinking and spark new ideas.
