CCW Europe shares the highlights from CCW Europe Summit 2023.

The post-show report reflects on an event programme filled with trending insights, key takeaways, and industry-changing conversations.

2023's theme was disrupt or be disrupted and this set the stage for insightful discussions and meaningful connections.

Read more to discover:

• A letter from CCW Europe's Senior Analyst and Head of Production, Kiera Martin
• Who attended CCW Europe 2023
• Top Focus Areas at CCW Europe 2023
• 9 Standout Sessions
• Spotlight on the Star Speaker
• An overview of CCW Europe's Advisory Board
• What our attendees had to say
• Our Sponsors and Exhibitors
• Upcoming events and content

Download the post-show report here >>>

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