Customer Contact Week Europe 2019

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CCW EUROPE 2018 FULL AGENDA

Delivering world class services has never been more critical as today’s businesses continue to be disrupted with new technologies and competition. Multi channel is the new norm, contact centres face more complex queries, operating models urgently need to be reorgani ...

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THE FUTURE OF CUSTOMER CONTACT

As the future of customer contact evolves rapidly to cater for mobile enterprises and the digitalisation of the industry, we spoke to industry insiders to uncover the top challenges faced by industry professionals in 2016, the technologies shaping the future of the industry and the ways in which cus ...

IS DATA ANALYSIS THE KEY TO SUCCESS FOR CUSTOMER CONTACT CENTRES?

What does data analytics means for customer contact centres in 2016/17?  Chris Rainsforth provides to insights on the current developments in data analyses, its role in improving customer contact, the technologies shaping the future of the industry, key development areas in 2017 and more!

AIRBERLIN'S CUSTOMER CONTACT JOURNEY

airberlin is Germany's second largest airline. It currently works with a number of outsourcing partners, and is amid an important transformation process. Through the implementation of new technologies and processes, the airline will  improve customer interactions and make their contact center landsc ...

CCW 2017: THE INTERVIEWS

Remember that nice customer service agent who diffused your anger, and solved your problem without a moment's hesitation? Well Sandra's composure might not be as genuine as you first thought... A collection of the world's largest companies are now turning to "bots" for their customer se ...

TOMORROW'S CUSTOMER CONTACT CENTRE

In this report we speak to Nicola Millard, Customer Insights & Futurology at BT, Philip Purdy, Customer and Client Services Manager at Travelzoo and Carsten Biel, Vice President Customer Interaction at airberlin. We analyse the main technological developments affecting the industry and why email ...

2018 Sample Attendee List

Have a look at who's already attending CCW Europe; THE destination for customer care, service and experience professionals to learn, get inspired and make long lasting relationships and join them today!

HOW BT, TRAVELZOO AND AIRBERLIN ARE DEFINING TOMORROW'S CUSTOMER CONTACT CENTRE

In this report we speak to Nicola Millard, Customer Insights & Futurology at BT, Philip Purdy, Customer and Client Services Manager at Travelzoo and Carsten Biel, Vice President Customer Interaction at airberlin. We analyse the main technological developments affecting the industry and why email ...

CUSTOMER CONTACT WEEK 2017 SHOW REPORT

From Vegas to London: The legendary Customer Contact Show made its long awaited debut in March 2017. Over 160 customer experience and customer contact heads pr ...

COMPANIES ROCKING THEIR SOCIAL MEDIA STRATEGIES (and how you can do the same)

Social media has become one of the most effective channels for customer support. Whether your customers have queries, complaints or compliments you should be prepared to offer a multitude of channels to allow them to choose how they want to connect with you.In this article we explore 10 ke ...

CHATBOTS: SPECIAL REPORT

Chatbots may be automation tools, but they are also engagement tools. They empower businesses to deliver more productive, more personalised, more frictionless experiences throughout the journey. They also help reduce costs.This CCW Special Report features insights, anecdotes and advice fro ...

AUTOMATED vs HUMAN AGENTS: FINDING THE RIGHT FIT

In today’s technological business world, customers want efficiency and authenticity when communicating with their favourite brands.Advancements in artificial intelligence, coupled with the growth of social media messaging is fueling the development of chat bots that can both listen and pro ...

WHAT THEMES WILL DEFINE CUSTOMER EXPERIENCE IN 2018?

In today’s age of customer centricity, there is no shortage of discourse about the importance of the customer experience (CX).  Most customer contact leaders do, however, face limitations when it comes to time, resources and executive support.  There are only so many solutions they can pur ...

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CCW Europe Show Report

CCW Europe 2018 welcomed more than 170 customer contact heads from all across Europe. They spent an inspirational, educational and emotional few days in Glasgow at Europe’s flagship CCW Europe Conference.65+ speakers from Europe’s leading brands i ...

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Customer Contact Week Europe - 2017 Attendee List

CCW Europe is the European flagship of the largest global CCW event series; a truly peer-led summit with invaluable networking, attracting over 190 customer contact leaders earlier this year; take a look at who attends by dowloading the attendee list from 2017.We have limited availability for involvement, so if you...

Contact Centre Week Europe 2018 Event Guide [Sponsorship]

Customer Contact Week Europe is a platform that will put you in front of senior contact centre leaders - the 2017 event attracted over 190 attendees from 103 companies and 22 countries. As part of the largest global CCW event series, which has been running for 18 years, connecting customer...