"Attending CCW means putting your customers first."

05 - 08 October, 2020 | Barcelona

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The European flagship of the LARGEST global customer contact event series

300

Attendees Expected

Expert Speakers

Hours of Networking

Hours of Learning

Why attend CCW Europe

Deliver World Class Service through Customer Contact Innovation,

Automation, AI & Cultural Transformation

In 2019 we celebrated 20 years of CCW global community building. 2019 marked our 3rd edition of European CCW, this time in the heart of Europe: Amsterdam!

From the switch to digital over traditional channels and with automation and AI promising (or threatening) to overhaul customer contact; to the perfect storm of GDPR and the new era of value creation through data and analytics; the world of customer contact and customer experience has never evolved so rapidly.

Yet, at this vortex of change, it is ever more important to focus on people, process and technology. Customer Contact Week Europe 2019 is the perfect platform that blends the new with the fundamentals and helps you in not only developing true future-proof strategies but also assists you in sharpening the skills required to drive your customer transformation.

Let’s not forget customer experience lives far and beyond the contact center. In order to deliver world class customer service, CCW Europe draws executives and advocates enterprise-wide to further explore the convergence of CX and customer contact, and the collaboration required for a brand to speak, act and serve with the same vision and same voice.

CCW Europe 2019 was where the best practices of people, technology and process came together to deliver world class service. Attendees gained practical takeaways and perhaps most importantly, were inspired like many of your peers, to take the next steps in Customer Contact.

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Inspirational Speakers

Bruce Daisley

VP, EMEA

Twitter

Claudia Belardo

Director, International Customer Experience

SAP Concur

James Revell

General Manager

Air France

Ronny Q. Haimé

Vice President - Global Head of Service Delivery

Groupon

Oke Eleazu

Chief Operating Officer

Bought by Many

Claudia Belardo

Director, International Customer Experience

SAP Concur

Oke Eleazu

Chief Operating Officer

Bought by Many

Jann Hoffmann

Head of Contact Centre Operations Management

Danske Bank

Mark Pavlides

Director of Customer Service

William Hill

Alexandra da Silva Rodrigues

Strategic Advisor for Global Contact Centers

Radisson Hotel Group

Petra Mengelt

Head of B2B - Business Relations

Mash

Petra Mengelt

Head of B2B - Business Relations

Mash

Martin Hill-Wilson

Blogger, Customer Contact Thought Leader

Brainfood Extra

Simon Separghan

Head of Customer Contact

RBS

Dr. Nicola J. Millard

Head of Customer Insight and Futures

BT Global Services Innovation Team

Ronny Q. Haimé

Vice President - Global Head of Service Delivery

Groupon

Claudia Belardo

Director, International Customer Experience

SAP Concur

Mark Pavlides

Director of Customer Service

William Hill

Alexandra da Silva Rodrigues

Strategic Advisor for Global Contact Centers

Radisson Hotel Group

Jann Hoffmann

Head of Contact Centre Operations Management

Danske Bank

Ronny Q. Haimé

Vice President - Global Head of Service Delivery

Groupon

Simon Separghan

Head of Customer Contact

RBS

Jane McCall

Co-op Service Centre Director

The Co-operative Group

Indie Rai

Head of Sales and Service

Which?

Jan Smets

Director Retail and Customer Care

bpost

Olivier Mourrieras

Founder

CX-impact

Philip Purdy

Customer Services Director Europe

TV Player

Sham Aziz

Head of Customer Service

Selfridges

James Dodkins

Founder and Customer Experience Rockstar

ROCKSTAR CX

James Leech

Head of Customer Contact Cetre Transformation

Sainsbury's

Kevin Knowles

Global Head of Contact Automation

Vodafone

Tom Vickers

UK Customer Service Country Manager

Audible

Bart van de Sande

Head TB Operations and Commercial Client Services

ABN AMRO

Jochen Heidenberger

Head of Customer Care

Tourlane

Dr. Nicola J. Millard

Head of Customer Insight and Futures

BT Global Services Innovation Team

Mario Middendorp

Head of Global Customer Care at VEON Wholesale Services

VEON

Jean-Pierre Beelen

Principal Consultant Customer Business Innovation

KPN

Claire Carroll

Head of Member and Customer Services

The Co-operative Group

Jan Smets

Director Retail and Customer Care

Bpost

Petra Mengelt

Head of B2B - Business Relations

Mash

Annamária Tóth

Process Automation Manager, Digital Transformation CoE

A1 Telekom Austria Group

Helen Gillett

Managing Director

Affinity for Business

Jacobo Dominguez-Blanco

Vice President of Customer Experience & Operations

Cabify

Arancha Martín

Global Contact Center Manager

Telefónica

Martijn Franssen

Director Digital Transformation Customer Service

KPN

Ian Pattle

General Manager, Customer Service and Strategy

Ocado

Chris Carmichael

Innovation Lab Manager

TUI Destination Experiences

Roberto La Rosa

Global Head of Customer Experience & Back office

The Level Group

Tobias Vögtlin

Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer

Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)

Dominik Bauersch

SVP Digital Business & Transformation B2B

Deutsche Telekom

Onno Hoffmann

VP Special Operations & Innovation

Deutsche Telekom

Ramón Delima

Vice President; Managing Director

Air France - KLM; Cygnific

Martin Hill-Wilson

Customer Service, CX & AI Engagement Strategist

Brainfood Extra

Melanie Stemerdink

Dedicated Engagement Officer

FINTREX

Martin Ratolistka

Chief Data & Automation Officer

Kiwi.com

Christoph Neut

VP Sparkcentral Europe NV

Sparkcentral

Jochen Sadlers

Head of Digital Customer Experience

Schneider Electric

Ted Hunting

Senior Vice President of Marketing

Bright Pattern

Riccardo Osti

CEO

Wonderflow

Taner Karacan

Vice President, Customer Experience Operations

FedEx Express

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Educational
Key themes

Journey into the minds of Europe’s rapidly changing and ever-more influential consumers: Are your customer strategies future-proof?

The convergence of the CX and Contact Center functions for customer centricity: Create a customer vision and drive it through the entire enterprise

Becoming a digital business – with customers at the front and centre!

Deliver world class service through technology, people & process

The rise of cognitive contact centre and contact centre AI: Driving breakthrough performance

Explore humanity in technology advancements: The role of colleagues in the age of AI

Unleashing the power of data to guide and refine your customer strategies

Provide a seamless and connected customer journey through omni-channel integration

Relentlessly driving the customer centric culture through employee engagement

Develop transformational leadership to drive large scale change

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Community Oriented Experiences

Women in Leadership

Driving women leadership in customer experience and customer transformation through an exclusive Women in Customer Contact Workshop

C-suite Boardroom

A C-suite Boardroom to provide closed-door strategic networking opportunities

Masterclass

A meticulously designed service design executive masterclass to ensure you walk away with tools you can apply to your organisation straight away

CCW Awards

Incorporating CCW Excellence Awards to recognise leaders, projects and teams that strive for excellence in customer strategies, experiences and service delivery

…and Unforgettable!

For the first time ever, CCW Europe 2019 are incorporating prestigious CCW Excellence Awards! Join us on the evening of Tuesday 8th October, as winners are announced and recognised for their unique achievements.

Don’t miss the opportunity to put your team or yourself in the spotlight!

Awards Submission Deadlines
Applications Due: Friday 2nd August 2019
Awards Finalist Announcement: Friday 6th September 2019
Winners Announcement: Tuesday, October 8th, 2019

2019 Awards Categories

View the Application Guideline Download Application Form Contact Us