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CCW EUROPE 2018 FULL AGENDA

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 reorganized and super agents need to be created! 
The future is here.  
Partnering with business to deliver insights and world class service is a major step for customer contact to become more strategic in customer centric transformation. In the age of digital, providing that human touch to both your customers and employees will be the winning recipe. We invite you to join us at Customer Contact Week 2018 where key strategies are shared and the future is shaped.  
CCW Europe will see 60+ executive speakers, 25 industry and challenge focused IDGs, 9 plenary sessions and dedicated streams and discussions tackling how to deliver world class service through intelligent customer contact without losing the human touch. You cannot afford to miss out! Download the agenda to see how we can enhance your future customer contact strategy

Customer Contact Week Europe Agenda 2017 - Sponsorship

For the first time, the European community will be able to experience CCW, THE destination for customer care, service and experience professionals to learn, get inspired and make long lasting relationships.

Download the CCW Europe preliminary agenda to find out about the event most recommended by customer service professionals making its long awaited debut in Europe
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.

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!

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!