Why CCW Europe?

Following its inaugural success, it is with great excitement that we announce Customer Contact Week is returning to London from the 12th- 14th March, 2018.

From Vegas to London: Customer Contact Week made it’s long awaited debut in London in March 2017 and cemented itself as the premier European meeting place for customer centric stakeholders of the region.

The inaugural event last March witnessed over 160 Customer Experience and Customer Contact Heads from X companies and 25 countries.

65 customer experience and customer contact heads presented cutting edge case studies hosted inspirational discussions as well as sharing practical tips to shape the future of customer contact.

Early confirmed speakers include:

Michelle Clarke

Department Manager, Reservations
Enterprise Rent-a-Car

Ronny Haime

Senior Director, Global Customer Operations

James Leech

Service Lead, Argos Contact Centres and Customer Services

Michael Gray

Chief Marketing Officer
The UK Contact Centre Forum

Robert O’Malley

Head of Call Centres and F2F Service Delivery
Money Advice Service

Matthew Jones

Vice President, Customer Engagement, Life Capital
Swiss Re

Karen Lim

General Manager, Support Experience & CSS Strategy

Simon Shaw

Head of Customer Contact Strategy

Stephen Ingeldew

Former Managing Director, Marketing & Customer
Standard Life

Dawn Cox

Customer Service & Contact Centres Director
Staples Europe

Liam Mulholland

Director of Customer Services
Northern Ireland Water

Sarah Woodward

Head of Customer Contact Centre
Fossil Group UK

Simon Tyler

Head of Customer Contact Strategy

Petra Mengelt

Director, Customer Experience

Adam Gould

Head of Customer Contact

Toby Wickenden

Head of Customer Contact Advisory, Enterprise Services
Vodafone UK

Mark Pavlides

Director of Customer Service, interim
William Hill

Ross Jackson

Vice President, Customer Transformation & Innovation

Jo Causon

Institute of Customer Services

Nerys Corfield

Injection Consulting

Chris Rainsforth

Senior Customer Contact Specialist
The Forum

Dan Moross

Director of Customer Experience

Heike Posset

Director Customer Service
Audible GmbH

Prashant Parekh

General Manager of Contact Centres
TUI Group

Sascha Urban

Head, EU Customer Service Performance Controlling
Audible GmbH

Gurpreet Gujral

Director of Contact Centres
Three UK

Nicola Millard

Head of Customer Insight & Futures

Jessica Fleet-Chapman

Operations Manager

Adam Quesne

Head of Customer Contact
Leeds City Council

Rob Wilson

Customer Experience Transformation Director
Aviva France

Joseph Gordon

Head of Contact Centres
HSBC Bank Plc

Olga Quiros

Director, Lodging Support Services GSO

Steve Messenbird

Global Call Centre Director
Merlin Entertainments

Asif Mukhtar

Head of Sales & Service – Outsourcing
Shop Direct

Tony Granite

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

Ian Gibson

Customer Service Director and Director of Shared Services

Carsten Biel

Vice President, Customer Interactions

View All Speakers

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

Who attended CCW Europe 2017

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

Extraordinary Testimonials

CCW Europe 2017 Show Report

From Vegas to London: The legendary Customer Contact Week made its long awaited European debut in March 2017. Over 160 customer experience and customer contact heads presented cutting edge case studies, hosted inspirational discussions as well as sharing plenty of practical tips to shape the future of customer contact!

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