Customer service transformation rarely stalls because leaders lack ideas. It stalls because customer conversations, data, ownership and workflows are fragmented across teams and systems.

Join a private, peer-led discussion for Customer Experience, Customer Service and Operations leaders on how to reduce avoidable service effort, strengthen operational control and build the practical foundations for scalable automation and AI.

This is not a webinar or product demo. It is an invite-only executive discussion grounded in customer stories, real operational challenges and practical next steps.

What we will discuss

• How fragmented channels, systems and ownership create repeat contact, unnecessary cost and inconsistent experiences.
• Why customer context, workflows and governance must be fixed before automation can scale.
• How to identify the journeys creating the most avoidable effort for customers and teams.
• Where leaders should focus first: service design, data visibility, knowledge, automation, adoption or platform modernisation.

Customer perspective

A candid conversation about building the foundations for scalable service. Our customer will share its perspective on the practical realities of modernising complex service operations: moving away from fragmented communication, improving visibility and governance, making new ways of working easier for teams, and prioritising the changes that matter before expanding further.

Practical takeaways

• Prioritise the service journeys creating the greatest operational drag.
• Improve customer context without adding complexity for advisors.
• Create stronger workflow ownership, SLA discipline and auditability.
• Focus automation on repeatable, high-volume demand while keeping people involved where judgement matters.
• Build a phased service-modernisation roadmap that creates value now and supports future AI scale.

Who should attend

Senior leaders responsible for customer service transformation, operational performance or service technology:

• Chief Customer Officers and VP Customer Experience
• Directors and Heads of Customer Service, Support or Customer Operations
• Service Transformation and Operations leaders
• COOs and Operations Directors
• Technology, CRM and Digital leaders with accountability for service delivery

Format

Invite-only. Small senior audience. Peer-led discussion.

• Virtual executive roundtable
• Limited to 8–12 senior leaders
• 45-minute facilitated discussion
• No product demonstration or long presentations
• Optional executive networking immediately after the session

Agenda

11:00–11:05 — The executive challenge
Why fragmented service operations increase cost, risk and customer effort.

11:05–11:17 — Customer perspective
A candid discussion on creating the foundations for governed, scalable service.

11:17–11:37 — Peer roundtable
A facilitated exchange on service cost, customer context, operational control and credible automation priorities.

11:37–11:43 — What works now
The practical actions leaders can take to improve service operations in the next 30 days.

11:43–11:45 — Next steps
An optional Customer Service Platform Modernisation Assessment for organisations considering optimisation, integration, service redesign or platform evaluation.

Request an invitation

If your organisation is working to reduce service friction, improve operational control or prepare for scalable automation, request an invitation to this private UK executive roundtable. Places are limited to preserve a relevant, senior peer discussion. Attendance will be confirmed following review.