Customer Contact Week Europe

16 - 18 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 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.

CCW EUROPE

For the first time the European community experienced Customer Contact Week, THE destination for customer care, service and experience professionals to learn, get inspired and make long lasting relationships.

The delegates left invigorated and prepared to make immediate improvements to their contact centre, and were armed with new contact to call on.

CCW LAS VEGAS

The #1 customer care event in the world, offers participants education and information to help make crucial decisions on customer contact strategies.

Call Center Week is where customer engagement center technology vendors and seekers meet in a viable platform. A community that comes together each year for a week full of learning, networking, and fun!

CCW DIGITAL

Formed through the union of Call Center Week, the world’s largest and most influential customer service event, and Customer Management IQ, the world’s largest and most influential customer service online platform.

Call Center Week Digital with over 100,000 global members reigns as the most significant community, resource hub and advisory for call center and customer experience professionals.

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

View All Speakers

CCW Europe 2018 Inspirational Big Idea Speaker

See more about Mark

Top Reasons to Attend

Experience 3 Days of Expertly Curated Content

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

Meet With and Compare Dozens of Leading-Edge Solution Providers

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

Forge New Connections and Benchmark Against Peers

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

New This Year! IT Modernization Track

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

New This Year! ITFM Boot Camp

BEYOND CHATBOTS

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

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

Learn More

Who attended CCW Europe 2018

DOWNLOAD SAMPLE ATTENDEE LIST

Hear What Others Had to Say!

"Lots of though provoking speeches and some good tech demos"
Customer and Client Services Manager, Europe, Travelzoo Europe Ltd

"We are looking at moving our Customer Service provision up a notch and gaining insight from this event is invaluable in helping us be more customer centric"
Contact Centre Team Manager, Oxford City Council

"It was very valuable to share ideas and brings me to a point where I can implement them when establishing our strategy within our Customer Care organization. It also helped me to understand our priorities"
Customer Service Consultant, Lidl Stiftung & Co. KG

"An enjoyable and thought-provoking event with best practice shared. Interesting debates about shared challenges in this agile, quickly changing and digital landscape."
Service Quality Manager – Transformation And Change,AA Home Services

"Great event - would want to attend again"
Senior Consultant, EIG

"The content was very relevant, informative and a lot of the speakers had very effective presentation skills"
Head of Architecture, NSC

"Very good insight into other industries coping with the fast moving pace of customer service"
Customer Service Senior Supervisor, Cambridge University Press

"Great opportunity to network, learn from others, hear best practice and extract from it what is beneficial for our business"
Customer Service & Contracts Manager, Bard