12th – 14th March 2018
Hilton Glasgow

Media Center

Report

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... Read More

INGEUS: EXCELLENCE WITH INTEGRITY

We hear from Ingeus' Director of Shared Services, Ian Gibson, who discusses how they approach customer... Read More

EXECUTIVE REPORT ON THE CUSTOMER EXPERIENCE

One can define it using a myriad of vastly different parameters. One can devise and execute it using input from a set of staunchly different stakeholders. One can measure it using an array of dramatically different metrics. One can improve it using markedly different strategies and technologies. At the end of the day, two things are true. The... Read More

GLOBAL CALL CENTRE TRENDS REPORT

When crafting customer experiences and establishing contact center strategy, businesses must consider global customer trends and demands. Call Center IQ investigated the interaction between regional contact center trends and global contact center demands covering the following regions: Asia-Pacific, Europe, Latin America, North America.... Read More

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... Read 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 landscape leaner and smarter. We interviewed ... Read More

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... Read More

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... Read More

WHAT DATA CAN DO FOR CUSTOMER CONTACT CENTRES

In this content piece, we speak to Nicola Millard, Customer Insights & Futurology at BT and Philip Purdy, Customer & Client Services Manager at Travelzoo, who discusses how data and analytics is impacting customer contact... Read More

Infographics

THE CCW INNOVATORS OF 2015

If you've ever felt alone during your customer care journey; seek solace no more. The hundreds of contact center executives who come through the doors of Call Center Week each year are more like you than you may realize. Put your ear up to the chatter to see that everyone struggles with the same challenges and we're all seeking new technologies to... Read More

THE CUSTOMER JOURNEY

The modern customer journey spans multiple channels and touchpoints. It can start anywhere, anytime and move in any direction. How do you drive engagement during each... Read More

Additional Event Information

2017 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... Read More

How Emirates reduced social response times by 90% and tripled outbound volume

Emirates knew their customers deserved and expected the same quality of service when talking with customer support as they get in all other aspects of flying, no matter where they were reaching out. After testing several solutions to provide modern, digital customer care, Emirates selected Sparkcentral. Since implementation, Emirates has tripled... Read More

Bridging the Gap How Discover Aligned Customer Service and Marketing on Social

Social media has made it easier than ever for customers to ask brands for information and assistance. As a result, businesses have recognized the importance of using social media as an essential channel in providing effective customer support.Companies have achieved varying levels of success with social customer service. Many have struggled to... Read More

Sponsorship Information

SPONSORSHIP PROSPECTUS

Download our Sponsorship Prospectus to see what who you will meet, what industries will be represented and where are they looking to invest in... Read More

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... Read More

Interviews

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... Read More

PDF

CUSTOMER CONTACT AT ITS FINEST

Customer Contact Week Europe 2018; THE place to future-proof your customer contact strategy. We look back at some of the showstopping case studies from CCW Europe 2017, featuring examples from Nationwide, Boots, Bupa & Lloyds - all attendees in 2017.See how much switching up your CC strategy can affect your business and the customer... Read More

Sponsorship enquiry

Sponsorship Information

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 are interested in finding out... Read More