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THE FUTURE OF CUSTOMER CONTACT

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 customer contact centres can implement a customer-centric culture! 
IS DATA ANALYSIS THE KEY TO SUCCESS FOR CUSTOMER CONTACT CENTRES?

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'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 landscape leaner and smarter. We interviewed airberlin's Vice President, Customer Interaction, Carsten Biel to find out more. Along with data gathered by our partner, the Call Centre IQ, we analyse the fundamentals of airberlin's customer contact strategy and how they see the future unfolding.
CCW 2017: THE INTERVIEWS

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 service. The journey is upon us.

In this e-book, we hear from three industry experts, who are directly impacting their respective companies customer contact strategies to learn more about this journey.
TOMORROW'S CUSTOMER CONTACT CENTRE

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 and telephone calls are likely to be integral to the customer contact centre for the foreseeable future.
2018 Sample Attendee List

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

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 and telephone calls are likely to be integral to the customer contact centre for the foreseeable future.
CUSTOMER CONTACT WEEK 2017 SHOW REPORT

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 presented cutting edge case studies, hosted inspirational discussions as well as sharing plenty of practical tips to shape the future of customer contact!

Read the post-show report to dsicover the top speakers and sessions from CCW 2017. 

Customer Contact Week is back and promises to bigger than ever before! CCW 2018 is taking place in Glasgow on 12th - 14th March and has over 65+ inspiring speakers and will cover a huge array of hot topics. 

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

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 key customer contact principles and look at companies who have truly mastered the art of customer contact, going over and above board to exceed their customers’ expectations.

Featuring 2 EXCLUSIVE interviews with customer contact experts.

CHATBOTS: SPECIAL REPORT

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 from several leading customer management executives and thought leaders on the adoption of chat bots.

AUTOMATED vs HUMAN AGENTS: FINDING THE RIGHT FIT

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 provide relevant and personalised responses to customer queries.

Unsurprisingly, businesses are starting to foresee immense potential in this increasing bot economy, but amongst all the hype is the potential for this evolving technology to go horribly wrong and instead, force customer disloyalty.

In this report 4 customer contact experts give their advice on implementing chat bots, why it’s important to keep the human element when automating and how to do it!

WHAT THEMES WILL DEFINE CUSTOMER EXPERIENCE IN 2018?

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 purchase, strategies they can implement and opportunities they can chase.

But which of these solutions, strategies and themes will define customer experience in 2018, that you should be focused on now?

In conjunction with Customer Contact Week (CCW) Digital we have written this article exploring the 6 most prominent opportunities you should be taking advantage of and how you can do just that!

Keep on track of your customer expectations

Keep on track of your customer expectations

We've partnered with #CCWEurope sponsor Content Guru to bring you this content piece.

In a world of continually changing demands and constant exposure to social media outlets, the ability to meet customer expectations is becoming increasingly important for organisations.

Rail Delivery Group (RDG) is responsible for all rail services in the UK, overseeing a record 1.7 billion business and leisure journeys in 2017, and facing rapidly-increasing customer demand for real-time service information. RDG's legacy communication systems were unable to scale to match the spikes in contact volume caused by extreme weather conditions and lacked intelligent passenger support capabilities. RDG therefore needed a scalable solution that could evolve to meet changing expectations and provide superior customer service.

RDG looked to Content Guru’s multi-award-winning cloud contact centre platform, storm®, to implement a three-phase optimization plan, addressing the immediate challenge of scaling to meet ever-growing demand, while introducing seamless omni-channel features to support evolving passenger expectations.

Download this case study to learn more about how cloud technologies address the various challenges that come with providing excellent customer service for today’s customers.

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 including RBS, Lloyds Banking, AIB, Danske Bank, Missguided, Argos, bpost, Dixons Carphone, The Co-Op, TUI, Lufthansa Group, KPN, ABB and many more presented enlightening case studies, hosted inspirational discussions and shared practical tips to shape the future of customer contact!

Find out the 2018 highlights, the country breakdown of delegates and what to expect for CCW Europe 2019!