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...

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...

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,...

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...

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...

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...

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...

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 IAImpact of...

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...

Take a glimpse at who you can expect to meet at this years CCW Europe Summit 2923. This snapshot shows a list of speakers, confirmed companies so far, and the job titles that you can expect to see.

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...

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...

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...

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...