Why CCW Europe?

After a decade of being the USA’s leading customer service event, CCW has now come to London and Europe for the first time in 2017.



For the first time the European community will be able to experience Customer Contact Week, THE destination for customer care, service and experience professionals to learn, get inspired and make long lasting relationships. This means you will leave invigorated and prepared to make immediate improvements to your contact centre, and be armed with new contact you can call on.



The #1 customer care event in the world, offers participants education and information to help make crucial decisions on customer contact strategies.

Call Center Week is where customer engagement center technology vendors and seekers meet in a viable platform. A community that comes together each year for a week full of learning, networking, and fun!



Formed through the union of Call Center Week, the world’s largest and most influential customer service event, and Customer Management IQ, the world’s largest and most influential customer service online platform.

Call Center Week Digital with over 100,000 global members reigns as the most significant community, resource hub and advisory for call center and customer experience. professionals.

Bringing the European customer contact community together – join us to benefit from






Countries Represented


Practitioner-Driven Content



Interactive Streams & Sessions

Why your peers are attending CCW Europe

Who will be attending?

KLM Royal dutch Airlines
Standard Life
Bank Of Ireland
New Eurostar
Air Berlin
Scottish Power
Volkswagen Cars

Why attending CCW 2017 is Critical to Your Success

NextGen Customer Contact: Delivering a connected customer journey through digital and Omni channels


Today’s business environment continues to be disrupted, more often than ever, from new entrants who have built their business models completely around their customers - your last year’s customer strategy is simply not enough! Companies are now forced to disrupt their organisational silos and redefine customer centricity with data-driven insights to be able to compete!


2017 is set to be the tipping point when digital channels are overtaking phone channels. Although multi channel is not a new strategy, the reality is that most companies have yet to develop true omni-channel capabilities to provide a seamlessly connected customer journey.


On the other hand, the rise of AI and Robotics are providing ground-breaking opportunities for leading companies to develop intelligent self-service tools to entice new generation customers while slashing operational costs.


Is it any wonder that you need more tools and practical tips in your customer contact toolkit to deliver the change your organization and customers require? CCW Europe is where key elements of digital, customer journey and contact strategies come together to form the future of customer contact.


We invite you to join CCW Europe where key elements of digital, customer and contact centre come together to form the future of contact centre. 250 Chief Customer Officers and heads of contact centres will share innovations and best practices on multi-channel development, customer journey, employee engagement through our various formats including master classes, plenary and track sessions, interactive discussion groups, and many more!

Core Themes

Interactive Sessions

Redefine customer centricity to bust the organisational silo

Real Situation Analysis

Multi-channel CX transformation and innovation

ISO Technical Committee

Workforce engagement and management

Reduce Costs and Improve Quality

Automation, Self-service and intelligent customer contact

Networking Opportunities

Setting your BPOs up for success

Interactive Sessions

The rise of the super-agent

Real Situation Analysis

Developing world class omni-channel capabilities

ISO Technical Committee

Data-driven customer insights

Reduce Costs and Improve Quality

Digital customer journey

Networking Opportunities

Process management for efficiency optimisation

Confirmed Speakers Include


Ronny Haime

Senior Director, Global Customer Operations


Joseph Gordon

Head of Contact Centres
HSBC Bank Plc


Gurpreet Gujral

Director of Contact Centres
Three UK


Simon Separghan

MD, Global Contact Centres & Digital Channels


Steve Messenbird

Global Call Centre Director
Merlin Entertainments


Tony Granite

Head of Operations - Customer Sales & Service Centres
Marks and Spencer


Nicola Millard

Head of Customer Insight & Futures


Carsten Biel

Vice President, Customer Interactions


James Leech

Service Lead, Argos Contact Centres and Customer Services


Ryanne Van Der Eijk

Senior Vice President, Customer Experience


Simon Tyler

Head of Customer Contact Strategy


Keith Bohanna

Head of Digital CX
Bank of Ireland

Christopher Rainsforth from The Forum provides insight into data management and its role in customer contact

Nerys Corfield from Injection Consulting provides insight into the new technological developments in customer contact centers

CCW Europe Agenda

250+ Chief Customer Officers and Heads of Contact Centres will share innovations and best practices on omni-channel development, customer journey, employee engagement through our various formats including master classes, plenary and track sessions, IDGs, and many more!

Sponsors & Exhibitors
Media Partners