12th – 14th March 2018
Hilton Glasgow


Following demand from across the customer service and contact centre community for a peer-led, discussion-based and theory-free meeting point, Customer Contact Week Europe is the new place to exchange ideas that will shape the future of the customer service and contact centre industry.

Developed entirely for customer service professionals, by customer service professionals, join the community in March for three days of high-quality content, benchmarking and practical takeaways built entirely around the questions you’ve been asking.



The rise of the super-agent

More channels = more choice = more skills required. Learn how to keep your agents empowered, engaged and upskilled to meet current and future customer needs.


Automating the right way

Can a machine ever be as effective as an agent? Hear views from the sceptics of RPA as well as those who've made it work


Contact centres: the human face of digital

Webchat, live video, social, the options keep on growing... Discover how to embed digital within your customer contact stategy to deliver a simple yet personal customer experience


Omni-channel contact

Chase the channels or less is more? Identify effective channel mapping stategies to win the game of 'whack-a-mole' that is omni-channel customer contact


Outsourcing and Offshoring

Faced with unionised environments and ever rising costs? Determine which channels and expertise to keep in-house and which may perform better with external expertise.


Completely Unbiased Advice – This is the only event in the market guaranteed to give you completely unbiased advice with our 100% practitioner-driven content and No Sales Pitches on Stage policy!

Content Just for You – Over half your time will be spent in small group workshops and interactive discussions, ensuring you get expert advice on the exact problems you are facing included in your conference package

Theory-Free Presentations – Keynotes will explore the ins and outs of cutting-edge customer contact strategy deployments, meaning you’ll take home tangible insights into what really does (and doesn’t!) work

Community-Led Learning – This event is built in conjunction with an expert advisory council entirely around the needs of the European customer contact community and the issues you’re facing right now

Forge New Connections – With over 300 attendees from across the UK and Europe’s blue-chip companies, drinks receptions, speed networking sessions and interactive agenda provide the perfect platform for connecting with colleagues old and new

Grow Your Business – Customer Contact Week showcases the latest and greatest tech and service providers in the customer service community – it’s THE place to view and assess potential technology investments