09 - 11 September, 2019 | Amsterdam
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 2019 is Critical to Your Success!
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.
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
Mimecast
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
AIG
Nathan Turner
Customer Service Manager
Jagex
Philip Purdy
Customer Services Director Europe
Travelzoo
James Dodkins
Founder and Customer Experience Rockstar
ROCKSTAR CX
Caroline Collins
Senior Consultant
EIG
Ahmed Furkan Gul
Digital Business Development Manager
Turk Telekom
David Attwater
Senior Scientist
EIG
Claudia Belardo
Director, International Customer Experience
SAP Concur
Scott Barker
Head of Customer Care
Missguided
Erik Mosch
Senior Director Product Management Passenger Services
Lufthansa Group Airlines
Dirk Moreno
Vice President Customer Experience
GetYourGuide
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
CUSTOMER SERVICE WITH
BUSINESS IMPACT
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
CUSTOMER EXPERIENCE
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
AGENT ENGAGEMENT
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
PERFORMANCE
TRANSFORMATION
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
BEYOND CHATBOTS
Customer Contact Technology & Innovation
Chatbot & natural language adoption case studies
Contact centre analytics
Organisational change and transformation
FUTURE PROOF
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
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