Creating and activating a compelling omniexperience was once considered hugely progressive, but in today’s environment, it’s nothing more than table stakes. Seamless, consistent, and personalised experiences across all channels and touchpoints is now just an expectation among consumers, particularly younger generations who don’t even think of a brand experience as having traditional boundaries.

This desire for integrated and real-time interactions has driven the adoption of messaging platforms and they are now playing an increasingly critical role in crafting a truly immersive omniexperience. This guide delves into why these apps have become big business and why your customers expect you to use them.

You’ll learn:

• The impact of messaging platforms on the customer experience
• Best practices for harnessing messaging platforms
• Overcoming challenges in implementing messaging platforms into your strategy
• The future of messaging platforms: emerging opportunities and trends
  

The market for outsourcing contact centre services in Europe is evolving significantly, with momentum expected to accelerate at a compound annual growth rate (CAGR) of 3.53% through 2026. The trends underpinning this movement are many: managing cost pressures, increasing customer demands around personalisation, getting access to specialised resources, the mounting importance of hybrid and remote work, and the digital transformation imperative impacting businesses everywhere.

But there are challenges as well, not least issues around localisation, language barriers, and cross-country regulation. Here, we provide an overview of the European contact centre landscape before offering some actionable insights designed to help businesses evaluate their outsourcing strategies in the region moving forward.

You’ll learn:

• The operational nuances between Eastern Europe, Western Europe, and the Nordics.
• The cost disparities across the continent.
• How outsourcing contact centre services can improve workforce diversity.
• Key roadblocks to growth on the horizon.
  

Customer experience (CX) is heavily discussed in business circles. But how exactly can it be prioritised?

In a world of fast-paced digital transformation and shifting consumer demands, businesses must be ready to pivot at a moment’s notice, offering experiences that are flexible but also personalised.

In order to achieve this, organisations must be ready to innovate, open to disruption, and constantly look to optimise their processes. Operational agility is essential to delivering the CX that consumers are looking for. Providing outstanding CX is crucial for the success of any business and for enhancing brand reputation.

However, when it comes to withstanding disruption and maximising operational agility, the customer management industry is facing challenges in the following areas: Recruitment, utilising Artificial Intelligence (AI) without over-automating and maintaining the return on investment (ROI) and value of contact centres. 

Download the report and explore:

- Contact Centre recruitment and engagement

- Creating efficiency with customer service chatbots and automation 

- Maintaining the ROI and value of contact centres

Ramon Delima, the Global Director of Customer Services at TUI Group, is committed to creating an effortless and frictionless experience for both customers and agents. In a recent interview, he shared insights on how TUI is achieving this goal. Ramon's insights offer valuable lessons for any company looking to create an effortless customer journey. By measuring customer satisfaction, implementing strategies to improve customer service, leveraging technology, and using customer feedback, companies can provide a better customer experience and gain a competitive edge. If you're interested in learning more about TUI's approach, Ramon is speaking at the CCW Europe Summit this October. Don't miss this opportunity to gain valuable insights and network with industry leaders.

Ahead of the upcoming CCW Europe Summit (9-11 October, Amsterdam), we spoke with Vice President of Customer Success at thermondo, Antonius (Tony) Michielsen where we discussed the important of intergenerational cooperation in the workforce.

Within this piece we delve into the key aspects of this topic, highlighting its benefits in terms of skill-building and relationship-building, as Tony outlines how cross-generational collaboration can drive innovation and growth in an organisation.

As well as key discussion points including:

• Tensions between the five generations in the workforce
• Why it’s important to create a workplace where all generations feel included by establishing a culture of diversity and inclusion
• Examine the stereotypes of different generations and describes their positive attributes
• How the strengths of generations can be cultivated to help your business thrive
• Why leaders should create opportunities for cross-generational and cross-functional collaboration
• Using mentorship programs as a means of knowledge sharing and relationship building between generations, with guidelines aligned to organisational and individual goals

Download the piece below to learn how assigning roles and responsibilities based on skills and strengths rather than age and seniority can improve culture and productivity within your business.

Despite the proliferation of business accounts on Facebook and Twitter since the rise of LinkedIn, most businesses still remain on the sidelines when it comes to connecting with their customers on social media.

Best-in-class social media servicing offers a number of benefits to both customers and businesses including, fast and convenient communication, building and maintaining customer relationships, and boosting organic visibility.

In this article, CCW Europe shares three examples of companies using social media well to empower resolution teams, drive positive brand experiences, and increase customer loyalty.

Download your copy of the article to receive:

• Compelling social media statistics and facts to boost your competitive edge in the market.
• Examples of how Dominos, Toyota, and Netflix are using social media to differentiate their service experience.
• Top tips for creating effortless customer experiences on social media.
  

As businesses look to reset their customer approaches post-pandemic, authenticity has never been more important for maintaining a humanised approach in customer management, offering consistent CX, increasing customer lifetime value, reducing customer churn, and improving customer loyalty.

CCW Europe’s exclusive industry report dives into how businesses can create long-lasting customer relationships in an era of radical authenticity by bettering employee engagement, productivity, and wellbeing, customer inclusivity and accessibility, and customer privacy and trust.

Download the report and come away with:

• Lessons in how economic and social instability has changed customer relationships.
• Exclusive industry statistics on the benefits and challenges of authentic customer management.
• Case study examples from Amazon and Workday for improving the customer and employee experience.
• Insights on the future direction of the customer management industry.

Download your free copy >>

Ahead of the 2022 CCW Europe Flagship Summit, this infographic explores the impact of the past 18 months, the challenges, and key initiatives for successfully deploying and scaling intelligent automation (IA), to build industry robustness, agility, and resilience.

Within this piece explore key findings and insights across:

• Priority of Integrating IA
• Impact of Covid-19 On Approaches for Integrating IA
• Strategies For Overcoming The Challenges of Integrating IA
• Predictions For How IA Will Impact The Future Of Operational Excellence
  

With customers having an ever-widening choice of goods and services, improved access to information, and more opportunities to share their experiences, ethical customer service is becoming increasingly important for a business’s survival.

CCW Europe’s digital partner, CCW Europe Digital, sat down with Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming, to get his take on how the betting industry can overcome social stigmas and deliver on its promise of ethical customer service.

Download the interview and come away with lessons in how to:

• Create a safer gambling culture for both customers and employees.
• Equip workforces with the right skills and tools to handle highly complex and emotive customer queries.
• Create a business culture that puts the wellbeing of their customers and employees at the centre.

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 the importance on doing so with purpose as well as how to use this as an opportunity for human agents to provide a more value-adding customer service experience.

Welcome to the Customer Contact Content Hub! Gain exclusive and actionable insight from customer contact leaders hailing from some of Europe's leading organisations. Download now to get access to the following interviews:

• How Audible is Creating a 'Culture of Listening' with insight from Tom Vickers, UK Customer Service Country Manager, Audible
• How Diversity is Helping Businesses Deliver Great Customer Service with insight from Helen Gillett, Managing Director, Affinity for Business and Petra Mengelt, Head of B2B Business Relations, Mash Group Plc
• How Chatbots are Driving Vodafone’s Omni-Channel Customer Experience with insight from Kevin Knowles, Head of Contact Automation, Vodafone Group
  
  

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 agent, these conversations helped to paint a picture of what CCW Europe’s event attendees can expect to uncover in greater depth between the 5th to 8th of October in Barcelona. 

Here, we explore a few the key points and actionable takeaways gained from the speakers’ exclusive insight

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 of Contact Automation at Vodafone Group we explore how chatbots are helping this leading telecommunications company offer a consistent experience when and wherever their customers need them.

Download this exclusive content piece to uncover:

• How TOBi, Vodafone’s chatbot, serves their customers at numerous touch points
• The greatest challenges and lessons experienced during the rollout of chatbot technology
• How TOBi is impacting the role of Vodafone’s human agents

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 talk points and achievements of this transformation as well as some actionable tips for making this a reality in your organisation.

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 are preparing for the next stage of this digital journey.

Explore how championing a culture of diversity and inclusion can contribute to the creation of exceptionable customer service experiences. 

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 entertainment brand is creating a culture that enables its agents to initiate and engage in natural interactions through the art of listening. Download this exclusive content piece to uncover:

• How, as an Amazon company, Audible makes its ‘customer obsession’ a reality
• How Audible’s agents are relearning the rules of  customer interaction in favor of a human-centric approach
• How to bridge the cultural differences that can occur with the use of offshore customer contact centers
• Why traditional KPI’s should be exchanged for more subjective measures of success

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 of Contact Centre explores this research, ultimately revealing that the best way forward is to make sure the heart of customer centricity is not left in the past. Download the report to find out the key findings.

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.