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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 40 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:

Ronny Haime

Senior Director, Global Customer Operations
Groupon

James Leech

Service Lead, Argos Contact Centres and Customer Services
Argos

Michelle Clarke

Department Manager, Reservations
Enterprise Rent-a-Car

Robert O’Malley

Head of Call Centres and F2F Service Delivery
Money Advice Service

Matthew Jones

Vice President, Customer Engagement, Life Capital
Swiss Re

Michael Gray

Chief Marketing Officer
The UK Contact Centre Forum

Simon Shaw

Head of Customer Contact Strategy
Eurostar

Stephen Ingeldew

Former Managing Director, Marketing & Customer
Standard Life

Karen Lim

General Manager, Support Experience & CSS Strategy
Microsoft

Liam Mulholland

Director of Customer Services
Northern Ireland Water

Sarah Woodward

Head of Customer Contact Centre
Fossil Group UK

Dawn Cox

Customer Service & Contact Centres Director
Staples Europe

Petra Mengelt

Director, Customer Experience
Euroloan

Adam Gould

Head of Customer Contact
BPHA

Simon Tyler

Head of Customer Contact Strategy
Eurostar

Mark Pavlides

Director of Customer Service, interim
William Hill

Toby Wickenden

Head of Customer Contact Advisory, Enterprise Services
Vodafone UK

Jo Causon

CEO
Institute of Customer Services

Ross Jackson

Vice President, Customer Transformation & Innovation
Mimecast

Chris Rainsforth

Senior Customer Contact Specialist
The Forum

Nerys Corfield

Director
Injection Consulting

Heike Posset

Director Customer Service
Audible GmbH

Dan Moross

Director of Customer Experience
moo.com

Sascha Urban

Head, EU Customer Service Performance Controlling
Audible GmbH

Prashant Parekh

General Manager of Contact Centres
TUI Group

Nicola Millard

Head of Customer Insight & Futures
BT

Gurpreet Gujral

Director of Contact Centres
Three UK

Adam Quesne

Head of Customer Contact
Leeds City Council

Jessica Fleet-Chapman

Operations Manager
Nationwide

Joseph Gordon

Head of Contact Centres
HSBC Bank Plc

Rob Wilson

Customer Experience Transformation Director
Aviva France

Steve Messenbird

Global Call Centre Director
Merlin Entertainments

Olga Quiros

Director, Lodging Support Services GSO
Expedia

Tony Granite

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

Asif Mukhtar

Head of Sales & Service – Outsourcing
Shop Direct

Carsten Biel

Vice President, Customer Interactions
airberlin

Ian Gibson

Customer Service Director and Director of Shared Services
Ingeus

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
M&S
Expedia
AXA
Philips
Argos
New Eurostar
Air Berlin
BT
SEB
Volvo
Scottish Power
Tesco
Microsoft
Volkswagen Cars
lidl

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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