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.
CCW LAS VEGAS
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
Interactive Streams & Sessions
Why your peers are attending CCW Europe
"I see CCW Europe as an opportunity to get involved in shaping the content and the context of the future. It also provides a great opportunity to exchange views with others on the complete range of topics that are causing us to think about the future of service, irrespective of what industry or sector we are working in"
"I’m really looking forward to gaining insight and shared learning from peers who are embarking on the ‘omnichannel’ adventure that we are currently facing as Contact Centre Leaders. How are we approaching the conflicting requirements of providing multiple channels to our customers and improving customer experience whilst focusing on improving internal efficiencies"
"I’m encouraged by the collaborative approach CCW are taking to putting on an event which tackles some of the real issues in the industry and takes the perspective from different stakeholder groups, like agents. I’m sure that CCW will be adding value to the European customer contact community by focusing on the issues specific to key sectors and elevating best practice engagement across the board"
Who will be attending?
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!
Redefine customer centricity to bust the organisational silo
Multi-channel CX transformation and innovation
Workforce engagement and management
Automation, Self-service and intelligent customer contact
Setting your BPOs up for success
The rise of the super-agent
Developing world class omni-channel capabilities
Data-driven customer insights
Digital customer journey
Process management for efficiency optimisation
Confirmed Speakers Include
Senior Director, Global Customer Operations
Head of Contact Centres
HSBC Bank Plc
Director of Contact Centres
MD, Global Contact Centres & Digital Channels
Global Call Centre Director
Head of Operations - Customer Sales & Service Centres
Marks and Spencer
Head of Customer Insight & Futures
Vice President, Customer Interactions
Service Lead, Argos Contact Centres and Customer Services
Ryanne Van Der Eijk
Senior Vice President, Customer Experience
Head of Customer Contact Strategy
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!