12th – 15th March 2018
The Hilton Glasgow, UK

CORE THEMES

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CUSTOMER SERVICE WITH BUSINESS IMPACT

Become a customer centric enterprise to maximise growth opportunities Linking customer service performance with business economics
Customer centric enterprise redefined
Driving an enterprise wide customer centric business transformation

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CUSTOMER EXPERIENCE

Deliver personalised, effortless and speedy service
Omni channel and self-service: Focus on impact and experience
Conversational and social commerce: Mobile, message, chats
Effective VOC management

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AGENT ENGAGEMENT

Empower agents to achieve what technology can not
Developing super agents to keep up with the changing customer needs
Millennial as new contact centre workforce
Reorganising the operating model

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PERFORMANCE TRANSFORMATION

Transforming your contact centre into a high performance profit centre
Keeping your metrics up to date
Marrying CX with Operational Excellence: Reimagine and reengineer your business processes

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BEYOND CHATBOTS

Customer Contact Technology & Innovation
Chatbot & natural language adoption case studies
Contact centre analytics
Organisational change and transformation

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FUTURE PROOF

Your Customer Service
Who will be your future employees and customers?
Reorganising your operating model to accommodate to tomorrow’s customers and employees
What can we learn from the innovators & disruptors

WHY IS CCW EUROPE THE PLACE TO BE THIS MARCH?

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