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Gain practical insights to implement your own omni-channel, automation and data-driven transformation strategies from the industry's most innovative brands as we welcome speakers including:

• Nadia Ness, Global Head of Transformation (Customer Support) Ikea
• Caroline Winwood, Customer Service & Direct Experience Director – Europe, Dyson
• Wayne Grimshawe, Customer Service Director, Photobox
• Alexandra Da Silva Rodrigues, Strategical Advisor for Global Contact Centers at Radisson Hotel Group

View the agenda for the unmissable and innovative sessions we have in store for you this May!

44% of customers would rather a clean a bathroom for half an hour than spend 30 minutes on hold with customer service. Businesses can’t risk losing so much customer goodwill over wait times. This guide to building your business around the customer teaches you how to minimise hold times wherever possible, how to deflect to digital channels, and how to proactively connect with your customers.

If you look at the highest-performing businesses in the world today, you’ll notice that customer satisfaction goes beyond frontline contact centre agents. Modern-day organisations are starting to realise that in order to be a customer-centric organisation, you need to focus on employees first.

This eBook teaches businesses how to deliver outstanding customer experiences through their employees, and what needs to be in place to help that happen.

While many teams are still working remotely, the situation has typically presented more challenges for some areas of business when compared to others. This manual will help you prepare your contact centre with a business continuity plan to make remote work a functional reality.

The use of digital channels for customer service is becoming more widespread and offers many advantages: time saving, alignment with customer habits, and access to the history of interactions. Read this guide to discover how this strategy of call deflection improves the agent and customer experience together.

What type of customer experience does your company deliver from outbound to inbound? Is it consistently positive? Are you in control of the conversation? When you start looking at selling as a two-way conversation and not separate outbound sales calls and inbound support interactions, elevating every engagement becomes a real possibility. This is your go-to guide for using an outbound contact centre solution to create a proactive customer experience that sells.

Transitioning from a physical to virtual contact centre has its challenges. Many of us were forced into it last year, and are still feeling the effects. This eBook teaches brands how to better manage teams of remote contact centre agents, to improve experiences on both sides of the EX-CX equation.

The digital customer service universe is evolving rapidly. Today’s consumers expect to be able to use their channel of choice based on the type of problem or issue that needs to be addressed and their current situation. It’s up to customer service organisations to keep pace with complex, rapidly evolving demands. This eBook tells brands how to provide best-in-class digital experiences to engage customers and keep them coming back

Today’s economy is customer-centric, and customer expectations have never been higher. Businesses need to adopt omnichannel digital engagement tools to empower their agents and connect a global workforce. Traditional on-premises contact centres can’t keep up—they lack the scalability and flexibility of cloud-based solutions. It’s time to leave your on-premises call centre hardware behind – this guide tells you how to prepare your customer service operation for today’s demands.

As we kick off a new decade, not only does customer experience remain a top priority for CEOs, the most progressive companies are taking huge strides in pushing CX at the heart of their transformation. It has never been so vital for the CX leaders to show up with their expertise to lead and support the customer vision, strategy and company transformation.

Despite 2020 quickly taking a turn towards a business standstill, filled with disruption and uncertainty, CX still remains of vital importance, with it potentially being more important than ever before to take care of delivering a good service as well as a positive voice of a company.

Ahead of the CCW Executive Exchange, we interviewed Karine Cardona-Smits, Senior Analyst serving Customer Experience Professionals at Forrester, on her new report, Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation. 

We sat down with Hema's Head of CRM and Customer Services, Helen Zuurmond in this exclusive interview with one of the thought leaders within the customer service space.

Whether you’re in a big global corporate in the financial services industry, an innovator in consumer tech or a digital-only retailer, customer service is king in any and all industries. However in recent years, senior customer contact executives have been struggling to balance ever-changing customer expectations.

Senior decision-makers in customer experience and contact centre roles will attend the CCW Executive Exchange as prospective customers, looking to shorten their RFP Cycle by taking part in one-to-one private business meetings with solution providers like you. The Exchange gathers 60 senior contact centre executives in order to provide a number of exclusive meeting opportunities across the two days as well as numerous networking sessions and availability to take part in plenary presentations and think tanks to reach a wider audience within a unique setting. Download the prospectus to find out how your company can benefit from sponsoring the Exchange this year.