The UK's Elite Invitation-Only Meeting for CX & CS Leaders
26-27 January 2027 | Hilton Syon Park, London
Investing in the People, AI, & Customer Service that Cements Seamless Customer Journeys & Loyalty
The 6th CX Exchange UK 2027 is intentionally designed for Customer Experience, Customer Service & Digital leaders across all industries in the British market to learn from each other’s mistakes, accomplishments, and innovations to shape your CX, UX, & Customer Service strategy with a profitable result. In-depth market research uncovered that the primary challenges faced by all sectors are cementing a seamless customer journey, creating a customer-centric culture, delivering customer service excellence, handing value back to customers, and deciding on the right investments in AI & tech for CX. You’ll hear first-hand what has and hasn’t worked from the UK’s top players, enabling you to rethink your CX, Customer Service & Digital strategy, future-proof your loyalty blueprint, and build your consumer base. The 6th edition features brutally honest conversations around what does and doesn’t work from leaders that know the market inside and out.
Featured Speakers
Julian Lennertz
Chief Commercial Officer
E.On
David Norris
Chief Strategy and Growth Officer
Holiday Extras
Louise Walsh
Chief Customer Officer
Utilita Energy
James Hewitson
Managing Director & Head of Customer Support
HSBC
Paul Humphreys
Managing Director
Cox Automotive
John McKinney
SVP of Ecommerce
SECRET SALES
Eliya Lenge
Head of Executive Customer Relations UK & EU
Amazon Inc
Claire Hepworth
Global Senior Director of CRM & Product Management
Ford Motor Company
Paul Wilkinson
Customer Rewards and Loyalty Director
Lloyd's Banking Group
Andrew Mohammed
Director, Data & AI
OVO
Nicola Shield
Global Head of Marketing Strategy, Planning & Communications
Bupa Global
Andrey Timoshin
Regional Director, eCommerce Northern Sofitel Legend, Sofitel, Mgallery & Emblem
Accor
Shruti Ahuja
Head of Data & Digital Transformation
Virgin Media O2
Shamas Aziz
Head of Customer Experience
Gymshark
Zarah Doyle
Director of People and Transformation
ODEON
Suraj Nagaraj
Head of Product - Loyalty & Customer Experience
Tesco
Jamie Hutchinson
Customer Experience Director East Midlands Railway
East Midlands Railway
Laura Canellas
Director of Customer Service Group Strategy
Sky
Allison Coucher
Head of Business Services
Sky
2027 CX UX Exchange Key Themes
Advancing the Seamless Customer Journey: Synchronising Brand, Communication & Tech Stacks:
Explore how organisations can break down fragmented journeys, unify customer data and deliver consistent, personalised experiences across every touchpoint, ultimately driving loyalty, conversion, retention and measurable commercial impact.
The People Behind Customer Service Excellence: Perfecting Recruitment, Culture, & Change Management:
Glean how organisations can build the right culture, recruit and develop the right talent, and navigate change effectively while finding the optimal balance between AI and human interaction, improving service quality, personalisation, efficiency and resolution times.
The Value Conscious Customer: Navigating Rising Expectations & Price Sensitivity to Achieve Loyalty
Examine how organisations can differentiate beyond price, strengthen emotional connections and rethink traditional loyalty strategies to deliver meaningful value, increase retention and lifetime value, reduce churn and turn satisfied customers into advocates.
Investing in the CX Role & Function: Proving the ROI of CX & Choosing the Right Investments
Learn how organisations can break down data silos, better understand customer behaviour and translate CX insights into actionable, predictive intelligence enabling leaders to prove ROI, prioritise the right investments and demonstrate the commercial value of CX.
WHAT TO EXPECT IN 2027
55+
ATTENDEES
20
EXPERT SPEAKERS
6
YEARS OF CX UK EXCHANGE
12
HOURS OF THOUGHT-PROVOKING CONTENT
Download the 2025 POST EVENT REPORT
Wondering what's in store?
While we begin preparing for the 6th edition of the CX UK Exchange, check out last year's highlights by downloading the dedicated Post Event Report.
From session and speaker snapshots to delegate investment priorities, don't miss this opportunity to find out exactly what you can expect from this year's flagship event - all in one handy document!
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Email: exchangeinfo@iqpc.com
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