CCW EUROPE EVENT GUIDE 2019
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 sam ...
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...
Recognise your team or colleague at CCW Awards 2019!
A Quick Guide | CCW Excellence Awards 2019
Download the Quick Guide which reveals all you need to know about applying to win one (or more) of the six awards on offer as well as an exclusive insight into the judges who will be deciding who will take home each prize on the evening of Tuesday 8th October....
CCW Awards Application Guideline
This document serves as the general guideline for CCW Europe Excellence Awards 2019 submission. To apply please download and read through the criteria for each category. Good luck!
CCW Excellence Awards T&C's 2019
Please carefully read the CCW Excellence Awards terms and conditions before applying.
CCW Awards Application Form
To apply for CCW Europe Excellence Awards 2019 please download the application form for your submission. Ensure you have carefully read through the application guidelines before entering. Best of luck!
Brand New Featured Content!
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...
How chatbots are driving Vodafone's omni-channel customer experience
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 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.In the lead up to the 2019 edition of Customer Contact Week Europe, we asked four industry experts for their...
How is Diversity Helping Businesses Deliver Great Customer Service
Explore how championing a culture of diversity and inclusion can contribute to the creation of exceptionable customer service experiences.
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...
The Future of Contact Centre in 2019
The goal, above all, is to make meaningful connections with customers. Customer contact leaders reveal a lingering passion for the human touch. They will leverage new technology to augment human connections, drive agents to become partners and evaluate customers as multi-faceted, emotion-heavy individuals. CCW Digital's Market Study on the Future...
The Future of Contact Centre - Bonus Case Studies
As 2019 arrives it is time to put the customer at the centre of your technology investment strategy. This briefing will help empower the transformation. Download to explore all the bonus case studies from the Market Study.
Event Related Resources
Attendee List 2019 | Customer Contact Week Europe 2019
Check out our list of those who have already signed up to attend this year's summit. Will you be joining them? Network with attendees from leading industry innovators including Netflix, Burberry, Twitter, Lidl, Audible and many more!
Key Sessions at CCW Europe 2019
Checkout the unmissable sessions we have lined up for you at Customer Contact Week Europe this October, in Amsterdam!
Resources from our partners
Customer Relations are Changing: How to Control the New Users
In this document produced by our partners Kiamo, you will find out whether, in the end, digital tools will be able to improve the relations between customers and brands.
Companies Rocking their Social Media Strategies (and how you can do the same)
Social media has become one of the most effective channels for customer support. Whether your customers have queries, complaints or compliments you should be prepared to offer a multitude of channels to allow them to choose how they want to connect with you.In this article we explore 10 ke ...
CCW Europe Show Report
CCW Europe 2018 welcomed more than 170 customer contact heads from all across Europe. They spent an inspirational, educational and emotional few days in Glasgow at Europe’s flagship CCW Europe Conference.65+ speakers from Europe’s leading brands i ...