The 2024 Agenda is still in production. Meanwhile, take a look at the CCW Europe Summit 2023 agenda below. 

Welcome to The CCW Europe Summit 2023 Agenda:

At a critical time for customer management, we'll be discussing how to disrupt, innovate and optimise to deliver outstanding customer and employee experience, through the following focus areas:

• UNIFIED & SEAMLESS CX: Achieve an effortless customer journey, harmonise digital & human service, remove siloes and drive proactive, personalised CX

• CUSTOMER ENGAGEMENT & LOYALTY: Create the balance between brand USP, CX consistency and service innovation that will achieve unwavering customer loyalty

• THE FUTURE OF CXM: What’s the next customer phenomena we should be readying for? Stay ahead of the curve by rebranding for Gen Z, integrating generative AI & more

• SERVICE OPERATIONS: Reduce AHT and boost FCR, respond to changing customer demand with agility, and define metrics that are fit to measure the true depth of customer success

• AUTOMATION, AI & DIGITALISATION: Build the right tech stack with real ROI across machine learning, AI, chatbots, automation & much more

• CUSTOMER INSIGHT & ANALYTICS: Build trust around data privacy, combine feedback with human insight and leverage real-time data to inform decision making

• OMNICHANNEL OPTIMISATION: Explore new messaging channels & platforms, consolidate communications and transition from multichannel to an omni-enterprise

• CX AT SCALE: Amplify small but successful customer initiatives, balance regional standardisation with local differentiation & navigate the complexity of large-scale customer delivery

• WORKFORCE ENGAGEMENT: Supercharge your recruitment, reduce attrition rates, boost DE&I and deliver world-class engagement and training

Download the 2023 agenda for full details