The European flagship of the LARGEST global customer contact event series
300
Attendees Expected
70
Expert Speakers
10
Hours of Networking
23
Hours of Learning
Why attend CCW Europe
Deliver World Class Service through Customer Contact Innovation, Automation, AI & Cultural Transformation
In 2019, we celebrate 20 years of CCW global community building globally! 2019 also marks 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 (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 developing true future-proof strategies, tactics meanwhile 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 enterprise level collaboration required for a brand to speak, act and serve with the same vision and same voice.
CCW Europe 2019 is where the best practices of people, technology and process come together to deliver world class service. Join us in Amsterdam if this is what you are looking for. You will walk away with practical takeaways and more importantly, be inspired to take the next steps like hundreds of your peers.
Announcing...
Sunday Times #1 Best Seller
The Joy of Work: 30 Ways to Fix Your Work Culture and Fall in Love with Your Job Again
“Bruce Daisley is on a mission to change the world of work.” - The Times
“Bruce’s The Joy of Work is an important reminder of simple everyday practices to improve how we all work together, which will lead to greater team and individual happiness and performance. Great results will follow.”- Jack Dorsey, CEO of Twitter and Square
Bruce’s team is responsible for the development of Twitter across Europe, Middle East and Africa. He also runs the top Business podcast, Eat Sleep Work Repeat and his first book - about improving work and our work cultures was published by Penguin Random House in spring 2019. Until 2011 Bruce ran sales for Google’s UK display business - across YouTube & the Google Display Network. In 2011 his team won 3 Media Week awards and 1 IPA award for their outstanding work in the highly competitive UK digital media market.
Inspirational Speakers
Head of Contact Centre Operations Management
Danske Bank
CEO
Customer Experience Professionals Association (CXPA)
Executive Transformation & Change Director
The Co-operative Group
Founder
CX-impact
Global Head of Contact Automation
Vodafone
Head TB Operations and Commercial Client Services
ABN AMRO
Global Head of Contact Centres
Dorchester Collection
Head of Customer Care
Tourlane
Head of Global Customer Care at VEON Wholesale Services
VEON
Executive Vice President, Head of Digital Banking CBB
Nordea Bank
Principal Consultant Customer Business Innovation
KPN
Head of Member and Customer Services
The Co-operative Group
Director Retail and Customer Care
Bpost
Process Automation Manager, Digital Transformation CoE
A1 Telekom Austria Group
Managing Director
Affinity for Business
Vice President Customer Experience
GetYourGuide
Vice President of Customer Experience & Operations
Cabify
Global Contact Center Manager
Telefónica
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
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!
You’ll be learning and networking all three days at CCW. But most importantly, you’ll leave with an unforgettable experience with your community.
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 26th July 2019
Awards Finalist Announcement: Friday 6th September 2019
Winners Announcement: Tuesday, October 8th, 2019
2019 Awards Categories
We Welcome You to Partner with Us!
Contact Us
If you’re interested in speaking or have any other questions, contact us at enquire@iqpc.co.uk
