"Attending CCW means putting your customers first." 

05 - 08 October, 2020 | Amsterdam

Main Conference Day Two

7:30 am - 8:10 am Registration and morning coffee

8:10 am - 8:20 am CCW Europe Opening and Chairperson's remarks

Claudia Belardo - Director, International Customer Experience, SAP Concur

Claudia Belardo

Director, International Customer Experience
SAP Concur

8:20 am - 8:50 am Keynote: Adapt or die: Pivoting your CX strategy for Europe’s ever more influential consumers

Dr. Nicola J. Millard - Head of Customer Insight and Futures, BT Global Services Innovation Team
·         Journey into the minds of today’s customer: The “me”-conomy and how its impacting our customer engagement strategies
·         The role of chatbots and future colleagues in the digital economy
·         Why data is becoming ever more important in the future of customer engagement

Dr. Nicola J. Millard

Head of Customer Insight and Futures
BT Global Services Innovation Team

8:50 am - 9:20 am Keynote Panel: Reimagine the future of customer, work, colleague and the digital employee to build your future proof strategies

Simon Separghan - Head of Customer Contact, RBS
Taner Karacan - Vice President, Customer Experience Operations, FedEx Express
Dirk Stuip - Managing Director, CX Company
As we discuss the changing behaviours of customers, let’s not overlook the changing landscape of the workforce with millennials and gen Z becoming a bigger part of our workforce. On top of that, the way of working the role of colleague is constantly being redefined. This panel will try to provide a future-looking picture for your customer contact and business transformation.
·         The crystal ball moment: what will the future customer, work and colleague look like?
·         How are technologies like cloud, remote working, sharing economy changing how we operate contact centres
·         Developing an agile working environment  where human and machine can collaborate

Simon Separghan

Head of Customer Contact


Taner Karacan

Vice President, Customer Experience Operations
FedEx Express


Dirk Stuip

Managing Director
CX Company

9:20 am - 9:40 am Why messaging will soon be your customers preferred customer engagement channel?

Christoph Neut - VP Sparkcentral Europe NV, Sparkcentral
  • Convenience is the new loyalty
  • Why WhatsApp will become the leading EMEA customer service channel?
  • A messaging customer service maturity model to improve loyalty and reduce TCO?
  • Why BYOB (Bring Your Own Bot) is a future proof AI strategy?
  • How leading B2C brands excel in digital customer service?

Christoph Neut

VP Sparkcentral Europe NV

9:40 am - 10:10 am Keynote: Contact Centre measurements: driving operations, following hypes or true indicators of value generation?

Jan Smets - Director Retail and Customer Care, Bpost
As part of his 2018 book “Contact Centre Management”, Jan Smets studied how Belgian contact centre executives typically report on their activities towards the C-level. Do we systematically reinforce the value-contributing role of the contact centre, or do we portray ourselves as something less noble? Key take-aways include:
·         Insights on how contact centres typically report their activities, get seduced by hypes and run a risk of operational bias.
·         A critical self-reflection on the image we paint
·         A fresh perspective on “The big picture”, attempting to settle the eternal debate on whether NPS, Csat, Esat, CES is the more appropriate indicator

Jan Smets

Director Retail and Customer Care

10:10 am - 10:40 am Make the most of the top CX trends for 2019

Prelini Udayan-Chiechi - VP Marketing EMEA, zendesk
With everything from taxis to groceries and even spa appointments available with just a tap or swipe on their phone, customers have come to expect more from the companies they work with. And no matter what business you're in, your customers are comparing you to the best customer experience they’ve ever had - every time.In this session, gain insights in the top customer experience trends, based on insights from more than 45,000 businesses across the globe, and learn about how it affects the way companies like yours can approach customers to shift from customer support to developing lifetime relationships.


Prelini Udayan-Chiechi

VP Marketing EMEA

10:40 am - 11:00 am Morning refreshments and networking break in the exhibition hall

Track A: Customer Contact Innovation

11:10 am - 11:40 am An Audible Case Study
Tom Vickers - UK Customer Service Country Manager, Audible


Tom Vickers

UK Customer Service Country Manager

Track A: Customer Contact Innovation

11:40 am - 12:10 pm Case study: Putting customers in the driving seat of contact channel at Ocado
Ian Pattle - General Manager, Customer Service and Strategy, Ocado
As the largest online only supermarket in the world, Ocado receives over 3 million contacts per year. Ian will share how they have given the channel choice to the customers to improve CX:
·         Developing the channel strategy based on customer preferences
·         Minimise customer effort and ensure resolutions through different channels
·         Investing in technologies to promote self service and make it stick with customers

Ian Pattle

General Manager, Customer Service and Strategy

Track A: Customer Contact Innovation

12:10 pm - 12:40 pm Case Study: The rise of API: Design, integrate and optimise digital platforms to provide the next level of customer service
Peter Walker - EMEA CTO, Blue Prism
·         Redesigning the front end customer experience ecosystem
·         Integrating third party platforms and in-house systems to ensure a seamless customer experience
·         Developing horizontal and API capabilities to break down the silos 

Peter Walker

Blue Prism

Track B: Technology (Automation, AI & Analytics)

11:10 am - 11:40 am Case Study: Leaping towards the future of customer contact through automation, chatbot and omni-channel capabilities
Kevin Knowles - Global Head of Contact Automation, Vodafone
  • How Vodafone is transforming the customer experience by serving customers across all channels by scaling-up chatbots, automation and contact prediction globally
  • The story of TOBi, our friendly, helpful, expert chatbot
  • What are the key lessons learned during the global implementation? 

Kevin Knowles

Global Head of Contact Automation

Track B: Technology (Automation, AI & Analytics)

11:40 am - 12:10 pm Reinventing the client journey though analytics, AI and process optimisation - whilst reducing costs by 30-50%
Bart van de Sande - Head TB Operations and Commercial Client Services, ABN AMRO
  • A fully integrated approach focusing on delivering great client journey: Having process managers, digital product owners and client service agents working together with a unified mission
  • Sharing business results on implementing automation, speech analytics and chatbots
  • How to keep your people engaged: the most important element
  • Key learnings about collaboration between Business, IT and OPS

Bart van de Sande

Head TB Operations and Commercial Client Services

Track B: Technology (Automation, AI & Analytics)

12:10 pm - 12:40 pm Case study: How does Custom Connect uses the solutions of FLX to optimize customer contact?
Paul Kölzer - Manager Sales, FLX Solutions
Sander Scheepens - Solutions Director, Custom Connect International
Dennis Beatens - Commercial Director, Custom Connect International
This session will show how CustomConnect works together with FLX solutions to optimize customer contact in order to reach goals, like call reduction, improved efficiency, increase of customer/employee satisfaction, better SLA’s and a stronger bottomline.

Paul Kölzer

Manager Sales
FLX Solutions


Sander Scheepens

Solutions Director
Custom Connect International


Dennis Beatens

Commercial Director
Custom Connect International

Track C: Cultural Transformation

11:10 am - 11:40 am Case Study: CX across global cultures and in a complex B2B2C market
Mark Eldridge - Chief Customer Officer, PostNL Cross Border Solutions
Hanneke Blokland - CX Manager, PostNL
How do you build an effective CX approach with a team that is spread very thinly across the world, when your direct customer is not the final end consumer and when complex systems are involved? That is the challenge facing the newly formed Customer Experience Team of PostNL’s Cross Border Solutions business unit. Mark will share the approach and challenges:
• What really is the challenge in a B2B2C global market?
• Where do you start and how do you convince your internal stakeholders that CX is a worthy investment?
• How do you then approach this challenge across geographies, markets and cultures

Mark Eldridge

Chief Customer Officer
PostNL Cross Border Solutions


Hanneke Blokland

CX Manager

Track C: Cultural Transformation

11:40 am - 12:10 pm Case Study: Implementing lean six sigma at the Cygnific contact centres to transform performance
Ramón Delima - Vice President; Managing Director, Air France - KLM; Cygnific


Ramón Delima

Vice President; Managing Director
Air France - KLM; Cygnific

Track C: Cultural Transformation

12:10 pm - 12:40 pm GLOBAL RESEARCH: What did we learn from 34,000 people from 18 countries? Attitudes of consumers and employees towards technology
Marije Gould - VP Marketing EMEA, Verint Systems
In a highly informative and insightful session, Marije will take you through this year’s results of Verint’s global study into consumer and employee’s attitudes and behaviours are towards technology at work, and at home. You will get practical tips and recommendations on how to deal with the trends that were uncovered. Building on more than 5 years of global research, Marije will share insights to help you get closer to your customers and your employees.
In this session Marije will cover:
-          The fight for consumer preference; find out what drives consumer behaviour and choice
-          Engaging your employees; learn how your employees feel about technology at work – and their wants and needs
-          Man or machine; in a highly automated workplace, where do you deploy people?
All attendees of the session will receive a copy of the research report.

Marije Gould

VP Marketing EMEA
Verint Systems

12:40 pm - 1:10 pm Networking Lunch

Track A: Customer Contact Transformation

1:30 pm - 2:00 pm Case Study: The Co-Op transformation story 2.0 – Becoming a business enabler
Jane McCall - Co-op Service Centre Director, The Co-operative Group
Claire Carroll - Head of Member and Customer Services, The Co-operative Group
Jane & Claire shared the powerful transformation story that turned the Co-Op business around at the last edition of CCW. As their transformation journey goes from strength to strength, CCW 2019 invites them back to share how they have united all service functions and become even more relevant and strategic in enabling and supporting their business visions.
  • From contact centre transformation to CSC (Co-Op Service Centre): Consolidating service functions to become a new business enabler
  • Solving the business complexity and building end to end processes with a connected CRM system
  • Channel expansion and integration to continue building relationship with customers

Jane McCall

Co-op Service Centre Director
The Co-operative Group


Claire Carroll

Head of Member and Customer Services
The Co-operative Group

Track A: Customer Contact Transformation

2:00 pm - 2:30 pm Transforming agents from stand-ins to protagonists: how voice channel access fits seamlessly in the online customer experience
Gerard Nijboer - Product Manager, Sound of Data
Your contact center agents are the main characters of your customer service offerings. You want to allocate their talents sparingly and provide self-service technologies for low-level customer inquiries. How can you decrease the quantity and increase the quality of phone calls as you seamlessly embed voice channel interactions into the customer experience? Offering accessible voice channel technology at critical moments of the customer journey increases trust and loyalty by exchanging empathy, creativity and passion through human interaction.
During this presentation we explore:
·         the opportunities that the WebRTC protocol provides compared to traditional phone calls
·         how it enables you to embed access to your human voices in a completely online customer experience
We’ll do our best not to get too nerdy, but please be warned that our enthusiasm might be contagious.

Gerard Nijboer

Product Manager
Sound of Data

Track B: Technology (Automation, AI & Analytics

1:30 pm - 2:00 pm Case Study: From conversation to enrichment: Building key capabilities as the next steps for a virtual assistant
Martijn Franssen - Director Digital Transformation Customer Service, KPN
  • The bare necessity of hyper personalized customer service
  • Successful use cases within voice and chat
  • Bringing the bot to life in an omni channel
  • The crucial role of customer service to improve the bot

Martijn Franssen

Director Digital Transformation Customer Service

Track B: Technology (Automation, AI & Analytics

2:00 pm - 2:30 pm Case Study: Driving digital acceleration in customer experiences through NLP, AI and mixed reality
Chris Carmichael - Innovation Lab Manager, TUI Destination Experiences
In this session, Chris will share TUI’s current focus on using NLP and AI to support guest experiences and contact centre agents. He will also touch on more experimental areas like how they are using mixed reality to enhance tour or excursion experiences.
·         Sharing current innovation projects and results TUI Destination Experiences are working on
·         Using machine learning and NLP to improve guest experience and in contact centres
·         Understanding how technologies like augmented reality can be leveraged in different context 

Chris Carmichael

Innovation Lab Manager
TUI Destination Experiences

2:30 pm - 3:00 pm Afternoon refreshments and networking break in the exhibition hall

3:00 pm - 3:30 pm Plenary: How Microsoft drove a 10% boost in agent productivity and CS with gamification – and how you can too

Dee Nilles - Business Program Director, GamEffective
When Microsoft Consumer Support Services Unit was facing challenges with absenteeism, compliance and productivity, it looked for an innovative solution. By applying the mechanisms that make games addictive and exciting to work, Microsoft transformed employee engagement almost overnight.The results – a sustainable 10% increase in employee productivity, 12% reduction in absenteeism and 17% improvement in customer satisfaction. Join this session to learn how they did it and how you can apply the same principles in your contact centers to unleash the full potential of your workforce.


Dee Nilles

Business Program Director

3:30 pm - 4:00 pm A disruptive view on customer service and customer contact

Oke Eleazu - Chief Operating Officer, Bought by Many

Oke Eleazu

Chief Operating Officer
Bought by Many

4:00 pm - 4:30 pm Realizing customer self-service and partner co-creation through Schneider Electric Exchange

Jochen Sadlers - Head of Digital Customer Experience, Schneider Electric
One of the recent innovations Schneider’s digital customer experience team has been working on is to develop digital platforms to connect customers, partners and customer service directly through one single platform. Jochen will share the details of how this new initiative is driving new grounds of customer experience and growth.

• Taking customer self-service to a different level
• Developing a community around the industry ecosystem
• Driving customer service and growth through co-creation

Jochen Sadlers

Head of Digital Customer Experience
Schneider Electric

4:30 pm - 4:30 pm End of main conference