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

CCW Europe shares the highlights from the return of its annual flagship summit in Amsterdam post-COVID. The post-show report reflects on an event programme filled with trending insights, key takeaways, and industry-changing conversations. The sessions aptly represented how companies are trying to recoup long-term customer and colleague loyalty by leveraging a world-class experience strategy.

Read more to discover:

• Who attended CCW Europe 2022
• The top 12 topic areas on the event agenda
• The top 10 sessions from CCW Europe 2022
• The must-see motivational talks to inspire attendees to act and break away from traditional business practice
• An overview of CCW Europe’s Advisory Board
• What attendees had to say
• Our sponsors
• What's up next for CCW Europe

Download the post-show report here >>>

Balancing technology with human empathy is critical for delivering an exceptional customer experience (CX).

Watch this exclusive presentation from CCW Europe’s November 2021 Exchange event to hear from Anna Cook, Managing Director of Service at Sky. Here, Cook analyses how the right technology can improve customer service operations, agent engagement, and boost customer loyalty, as well as how businesses can be best placed to respond to rapid change.

Key insights from the presentation include how to:

• Use data and technology as we come out of Covid.
• Handle customer expectations, rapid change, and service delivery today.
• Equally invest in technology and human service.
• Drive positive change in the customer contact industry.

Hit the download button for free access >>

Customers are increasingly expecting companies to authentically reflect their values in all aspects of their customer management journey. This can range from keeping customers well-informed of a new product or service, building deep emotional connections with customers, or keeping customer data safe.

In this exclusive session from CCW Europe’s March 2022 Exchange event, Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming dives into the central benefits of ethical customer experience (CX) and how this improves business performance, brand image, and return on investment.

Rattigan comments: “Millions of people bet with us safely, but our customer service advisors need to have open and honest conversations with our customers daily. Every customer is different, so our advisors need to understand how to serve customers but also protect them.”

Get free access to this exclusive presentation from Sky Gaming & Betting for:

• Top tips to ensure customer leaders are being truly empathetic when building meaningful, useful customer personas.
• Real-life case studies for how to deliver ethical CX.
• The benefits that ethical CX can have on your business, customer loyalty results, and retention rates.

Hit the download button for free access >>

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.