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

Media Center

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

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 customer-centric culture! 

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

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

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

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. 

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.

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 more!

PDF

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.

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 today!

Sponsorship Information

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.

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 how to get involved please contact Iliana Damoutzidou on: +44 (0) 207 368 9300 or sponsorship@iqpc.co.uk

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 care, CX, and contact center leaders across the globe, the team behind CCW Europe leverages the demand for insight from their CX Network and CCW Digital communities, which have a combined memberships of 169,000+, to drive attendance to the event.

Access full details of the event in the brochure, or to arrange a call with Iliana Damoutzidou email sponsorship@iqpc.co.uk or call +44 207 368 9300.

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 how to get involved please contact Iliana Damoutzidou on: +44 (0) 207 368 9300 or sponsorship@iqpc.co.uk

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 care, CX, and contact center leaders across the globe, the team behind CCW Europe leverages the demand for insight from their CX Network and CCW Digital communities, which have a combined memberships of 169,000+, to drive attendance to the event.

Access full details of the event in the brochure, or to arrange a call with Iliana Damoutzidou email sponsorship@iqpc.co.uk or call +44 207 368 9300.