UKCCF Roundtable discussion group in partnership with

The UKCCF would like to invite you to join us for our next UKCCF – Mitel Event at the CGI offices in London.

Fix the Friction – Human‑Centered CX in the AI Era

Join us on 17 April at the CGI Building, London, for an executive roundtable exploring how organisations can design customer experience transformation in the age of AI while keeping the human experience at the centre of decision making.

Many organisations continue to invest heavily in CX technologies, automation, and AI platforms. However, customer frustration and employee burnout remain common. This event challenges leaders to rethink CX transformation by starting with human experience design rather than technology.

This half‑day session, hosted by UKCCF, Paul Hughes from Mitel, and Katie Stabler, founder of CULTIVATE Customer Experience by Design, to discuss how leaders can:

Fix Friction Before Features: identify journey breakdowns and organisational silos.

Human-Centred AI: use AI to augment human judgement and reduce effort.

Measure What Matters – link CX outcomes to revenue, retention, trust and cost-to-serve.

Agenda

9:00 – 9:30am – Arrival, Coffee and Registration

9:30am – Welcome: Trevor Butterworth, UKCCF

Mitel Session:
Session 1
Why CX transformation fails when technology comes first

• Designing AI around Human Experience (HX)
• Measuring CX value beyond CSAT and NPS

10:45 – 11:00am – Coffee Break

Session 2
Customer Case Study: Real World Transformation
Paul Hughes, & Katie Stabler – Panel Discussion – CX Reality Check

12:15 -13:00 – Lunch