CCW Europe – the European flagship of the LARGEST global customer contact event series; the ONLY leadership summit for Europe’s customer contact strategists; a true peer-led event packed with invaluable best practices to best future-proof your customer contact

Attending CCW 2018 Was Critical to Your Success!

Delivering world class services has never been more critical as today’s businesses continue to be disrupted with new technologies and competition. With multi channel becoming the new norm, contact centres are faced with more complex queries and they urgently need to reorganize their operating model and create super agents that are skilled and empowered to deliver effortless customer services.  

Meanwhile, the rise of AI and Bots promises to overhaul the way we interact with customers and completely transform customer service. The future is here.  Yet how do you look through the hype to build your business and ramp up your strategies around the change?  And this more than the technology itself, will be the true differentiator for market winners.  

Partnering with businesses to deliver insights and world class service is a major step for customer contact to become more strategic in customer centric transformation. In the age of digital, providing that human touch to both your customers and employees will be the winning recipe. CCW 2018 was where key strategies were shared and the future shaped.  

2018 speakers included:

Onno Hoffman

Vice President, New Products & Services
Deutsche Telekom

Helen Gillett

Managing Director
Affinity for Business

Mark McEwen

General Manager Customer Services
Scottish Water

Oke Eleazu

Chief Operating Officer
Bought by Many

James Leech

Head of Digital, Technology & Change
Sainsbury’s Retail, Sainsbury’s Argos & Habitat Customer Management Centres

Tracy Kellaway

Head of Contact Centre
Estee Lauder

Ross Jackson

Vice President, Customer Transformation & Innovation

Jann Hoffmann

Head of Contact Centre Operations Management
Danske Bank

Yuval Dvir

Global Online Partnerships
Google Cloud

Marion McDonald

Former SVP, Global Head of Operational Services, Global Contact Centres

Nathan Turner

Customer Service Manager

Philip Purdy

Customer Services Director Europe

James Dodkins

Founder and Customer Experience Rockstar

Caroline Collins

Senior Consultant

Ahmed Furkan Gul

Digital Business Development Manager
Turk Telekom

David Attwater

Senior Scientist

Claudia Belardo

Director, International Customer Experience
SAP Concur

Scott Barker

Head of Customer Care

Erik Mosch

Senior Director Product Management Passenger Services
Lufthansa Group Airlines

Dirk Moreno

Vice President Customer Experience

Martin Sassenfeld

Director Product Development Customer Services
Lufthansa Group Airlines

Anthony Simpson

Customer Experience Manager
Allied Vehicles

Caroline Black

Head of Customer Strategy & Experience
Business Stream

John Heald

Global Vice President Solution and Strategy
SAP Hybris Service

CCW Europe 2018 Inspirational Big Idea Speaker

Top Reasons to Attend

Experience 3 Days of Expertly Curated Content


Become a customer centric enterprise to maximise growth opportunities
Linking customer service performance with business economics
Customer centric enterprise redefined
Driving an enterprise wide customer centric business transformation

Meet With and Compare Dozens of Leading-Edge Solution Providers


Deliver personalised, effortless and speedy service
Omni channel and self-service: Focus on impact and experience
Conversational and social commerce: Mobile, message, chats
Effective VOC management

Forge New Connections and Benchmark Against Peers


Empower agents to achieve what technology can not
Developing super agents to keep up with the changing customer needs
Millennial as new contact centre workforce
Reorganising the operating model

New This Year! IT Modernization Track


Transforming your contact centre into a high performance profit centre
Keeping your metrics up to date
Marrying CX with Operational Excellence: Reimagine and reengineer your business processes

New This Year! ITFM Boot Camp


Customer Contact Technology & Innovation
Chatbot & natural language adoption case studies
Contact centre analytics
Organisational change and transformation

Take Advantage of Our Group Discounts and Bring the Whole Team


Your Customer Service
Who will be your future employees and customers?
Reorganising your operating model to accommodate to tomorrow’s customers and employees
What can we learn from the innovators & disruptors

Who attended CCW Europe 2018

Register now and take advantage of our super early bird rates and team discounts to network with companies like these


Hear What Others Had to Say!


Industry Leading Speakers


Sales Pitches


end user attendees

Audience Breakdown at CCW Week Europe 2018

Sponsors & Exhibitors
Media Partners