Media Centre

CCW EUROPE EVENT GUIDE 2020

The European flagship of the largest global Customer Contact series is back and we are 100% Virtual this October 2020! View the CCW Europe 2020 Agenda for your first look at the: 100+ world class speakerFive big customer centric and experience themes Celebri ...

Top 5 Presentations from CCW Europe 2020

The All-Stars Panel: The future of contact centre technology

View key insights from this year's CCW Europe 2020 All Stars Panel on the The future of contact centre technology. At a time where the industry must shift to meet consumers evolving exceptions we explore what will be the key game changers for customer contact in the next five years...

Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story In this session, we discussed the impact of the current pandemic situation on a globally operating business. Hear how as things changed rapidly, the Outsourcer had to keep up with its...

Sponsorship enquiry

Guide to Virtual Event Sponsorship

CCW Europe is a two week virtual experience which will bring together an exclusive community of CX and Customer Contact professionals together in an interactive, informative, groundbreaking virtual summit. Take a look at how you can position yourself as a market leader, network onnline and generate leads at the virtual...

Sample Delegate List - Who you can connect with

Grow your business with a captive audience of progressive CX, customer contact and digital transformation leaders. Take a look at the leading brands that attend.

Exclusive content

Keep your customer service up when the world goes down

Your contact center is mission critical to your business. Any downtime directly impacts your bottom line and, more importantly, affects your customers’ ability to reach out to your company. When disruption happens, customers need to be able to connect with you. You need the ability to deploy and support your...

EXCLUSIVE CASE STUDY: BPO Zevas Pivots Employees to Work Remotely with Five9

Zevas Case Study Company Profile: Leading provider of outsourced (our site) and insource (client site) customer contact solutions for companies. Industry: Business Process Outsourcer Website zevas.com Challenges • Slow on premises system • Inability to scale • Limited by hardware restrictions Benefits • Flexibility with a cloud based solution • Global expansion...

Maintain Business Continuity with Five9 Intelligent Cloud Contact Center

This white paper is designed to help you evaluate how the Five9 Intelligent Cloud Contact Center can help maintain and fit into your current or developing business continuity plan. After reading this, you will have an understanding of how Five9 delivers the most trusted and reliable cloud contact center in...

Brand New Featured Content!

How to Implement Chatbots with Purpose: an Interview with 4 CC Experts

In today’s fast-paced, swipe-right, instant messaging world, customers expect the efficiency that they’re used to accessing in everyday life to be just as prevalent when communicating with brands, products and services.We asked four industry experts for their advice on introducing chat bot technology into your service offering. Together, they explore...

Customer Contact Content Hub 2020

This Customer Contact Content Hub contains key insights to provide your business with practical takeaways to implement and elevate your strategy. Hear from customer contact leaders from within leading organisations across Europe in this exclusive interviews below:How Audible is Creating a 'Culture of Listening' with insight from Tom Vickers, UK...

Insights from Customer Contact Experts

In the lead up to this year’s edition of CCW Europe, we sat down to talk all things customer contact with a few members of the event’s advisory board and esteemed speaker line up. Spanning topics from new technology, changing customer demands and the evolving role of the customer service...

Chatbots Driving Vodafone's Omni-Channel Customer Experience | CCW Europe

Whether by phone, email, Twitter or WhatsApp, it is becoming increasingly common that customers are able to make contact with businesses via the same channels that they use on an everyday basis. Omni-channel experiences are soon to be there new norm, and here, in an interview with Kevin Knowles, Head...

How Deutsche Telekom Is Preparing For The Future Of Customer Service

Onno Hoffmann, heading Special Operations & Innovation at Deutsche Telekom’s Customer Service in Germany and Dominik Bauersch, who is responsible for Digital Business & Transformation, are at the forefront of the company’s mission to offer personal and tailormade services in a digital world. Here, we explore some of the key...

How Technology is Transforming the Role of the Customer Contact Agent

In the lead up to Customer Contact Week Europe, we explore how chatbot technology is prompting us to reimagine the future of the customer service agent and, with insight from the CCW Market Study and Dr. Nicola Millard, Head of Customer Insights & Futures at BT, reveal how industry leaders...

How is Diversity Helping Businesses Deliver Great Customer Service

Championing a culture of diversity and inclusion is a critical part of your organisation. This can contribute to the creation of exceptionable and valued customer service experiences, explore these insights in the piece below to ensure these key approaches are present in your business.Download these insights here >>

How to Create a Culture of Listening - An Interview with Audible

What does it really mean to listen? In the world of customer contact, never has it been more important to create service experiences that resonate with the customer on a genuine, human level. In conversation with Tom Vickers, UK Customer Service Country Manager for Audible, we explore how the audio...

Podcasts

How to Set CX Strategy for a Multinational, B2B-B2C Business: CCW Europe Spotlight

After undergoing a digital and CX transformation over the last two years. PostNL has transformed from a traditional mail company into a domestic and traditional logistics services company supporting e-commerce. Discover how by listening to this podcast with Mark Eldridge, Chief Customer Officer of PostNL Cross Border Solutions, & Verena...

Event Related Resources

Featured Download

CCW Europe 2020 | Virtual Interactive Discussion Groups

We are bringing CX and Customer Contact business leaders together as a community NOW through CCW Virtual Interactive Discussion Groups so you are able to learn from one another, debate with one another, and find the best ways forward for your organisation in this environment of unprecedented dis ...