Past event: Customer Contact Week (CCW) Europe

The European flagship of the LARGEST global customer contact event series

  • 300 Attendees Expected
  • 70 Expert Speakers
  • 10 Hours of Networking
  • 23 Hours of Learning

Why attend CCW Europe

Deliver World Class Service through Customer Contact Innovation, Automation, AI & Cultural Transformation

In 2019, we celebrate 20 years of CCW global community building globally! 2019 also marks our 3rd edition of European CCW, this time in the heart of Europe: Amsterdam!

From the switch to digital over traditional channels and with automation and AI promising (threatening) to overhaul customer contact; to the perfect storm of GDPR and the new era of value creation through data and analytics; the world of customer contact and customer experience has never evolved so rapidly.

Yet, at this vortex of change, it is ever more important to focus on people, process and technology. Customer Contact Week Europe 2019 is the perfect platform that blends the new with the fundamentals and helps you developing true future-proof strategies, tactics meanwhile sharpening the skills required to drive your customer transformation.

Let's not forget customer experience lives far and beyond the contact center. In order to deliver world class customer service, CCW Europe draws executives and advocates enterprise-wide to further explore the convergence of CX and customer contact, and the enterprise level collaboration required for a brand to speak, act and serve with the same vision and same voice.

CCW Europe 2019 is where the best practices of people, technology and process come together to deliver world class service. Join us in Amsterdam if this is what you are looking for. You will walk away with practical takeaways and more importantly, be inspired to take the next steps like hundreds of your peers.

Educational Key Themes

  • Journey into the minds of Europe's rapidly changing and ever-more influential consumers: Are your customer strategies future-proof?
  • The convergence of the CX and Contact Center functions for customer centricity: Create a customer vision and drive it through the entire enterprise
  • Becoming a digital business - with customers at the front and centre!
  • Deliver world class service through technology, people & process
  • The rise of cognitive contact centre and contact centre AI: Driving breakthrough performance
  • Explore humanity in technology advancements: The role of colleagues in the age of AI
  • Unleashing the power of data to guide and refine your customer strategies
  • Provide a seamless and connected customer journey through omni-channel integration
  • Relentlessly driving the customer centric culture through employee engagement
  • Develop transformational leadership to drive large scale change

Hear from Europe's future shaping customer contact executives including:

  • Petra Mengelt, Head of B2B - Business Relations, Mash
  • Oke Eleazu, Chief Operating Officer, Bought by Many
  • Jann Hoffmann, Head of Contact Centre Operations Management, Danske Bank
  • Ronny Q. Haime, Vice President - Global Head of Service Delivery, Groupon
  • Philip Purdy, Head of Customer Services, TV Player
  • James Dodkins, Founder and Customer Experience Rockstar, ROCKSTAR CX
  • Mark Pavlides, Director of Customer Service, William Hill
  • Dr. Nicola J. Millard, Head of Customer Insight and Futures, BT Global Services Innovation Team
  • Alexandra da Silva Rodrigues, Strategic Advisor for Global Contact Centers, Radisson Hotel Group
  • Indie Rai, Head of Sales and Service, Which?
  • Claudia Belardo, Director, International Customer Experience, SAP Concur
  • Diane Magers, CEO, Customer Experience Professionals Association (CXPA)
  • Simon Separghan, Head of Customer Contact, RBS
  • Jane McCall, Executive Transformation & Change Director, The Co-operative Group
  • Olivier Mourrieras, Founder, CX-impact
  • Kevin Knowles, Global Head of Contact Automation, Vodafone
  • Tom Vickers, UK Customer Service Country Manager, Audible
  • Bart van de Sande, Head TB Operations and Commercial Client Services, ABN AMRO
  • Marie Skinner, Global Head of Contact Centres, Dorchester Collection
  • Jochen Heidenberger, Head of Customer Care, Tourlane
  • Mario Middendorp, Head of Global Customer Care at VEON Wholesale Services, VEON
  • Sampsa Laine, Executive Vice President, Head of Digital Banking CBB, Nordea Bank
  • Jean-Pierre Beelen, Principal Consultant Customer Business Innovation, KPN
  • Claire Carroll, Head of Member and Customer Services, The Co-operative Group
  • Jan Smets, Director Retail and Customer Care, Bpost
  • Annamaria Toth, Process Automation Manager, Digital Transformation CoE, A1 Telekom Austria Group
  • Helen Gillett, Managing Director, Affinity for Business
  • Dirk Moreno, Vice President Customer Experience, GetYourGuide
  • Jacobo Dominguez-Blanco, Vice President of Customer Experience & Operations, Cabify
  • Arancha Martin, Global Contact Center Manager, Telefonica
  • Martijn Franssen, Director Digital Transformation Customer Service, KPN
  • Oliver MacDonald, Director of Customer Operations,
  • Barbara Vanhauter, Global Lead Human Channels, Contact Centre, Digital Assistance and CRM, ING
  • Ian Pattle, General Manager, Customer Service and Strategy, Ocado
  • Jeremy Tan, Director, Call Centre Operation, Marina Bay Sands
  • Chris Carmichael, Innovation Lab Manager, TUI Destination Experiences
  • Justin Robbins, Contact Centre and Customer Experience Expert, Talkdesk
  • Arnaud Huet, Head of Customer Strategy, Societe Generale
  • Roberto La Rosa, Global Head of Customer Experience & Back office, The Level Group
  • Jon Wells, Former Head of Global Contact Centres, British Airways
  • Dominik Bauersch, SVP Digital Business & Transformation B2B, Deutsche Telekom
  • Onno Hoffmann, VP Special Operations & Innovation, Deutsche Telekom
  • Ramon Delima, Vice President; Managing Director, Air France - KLM; Cygnific
  • Martin Hill-Wilson, Customer Service, CX & AI Engagement Strategist, Brainfood Extra
  • Tracy Kellaway, Director of Customer Care UK, The Estee Lauder Companies
  • Melanie Stemerdink, Manager Customer Services, InShared
  • Martin Ratolistka, Chief Data & Automation Officer,
  • David Rawley, Customer Improvement Manager, Direct Line
  • James Leech, Head of Customer Contact Cetre Transformation, Sainsbury's
  • Ian Payne, Workforce Manager, TripActions
  • Alex Mead, ATPI & Edrington, Customer Service and Experience Director
  • Nathan Turner, Lead Customer Service Manager, Zynga
  • Christoph Neut, VP Sparkcentral Europe NV, Sparkcentral
  • Jochen Sadlers, Head of Digital Customer Experience, Schneider Electric
  • Tobias Vogtlin, Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer, Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)
  • Ted Hunting, Senior Vice President of Marketing, Bright Pattern
  • Chris Goossens, Senior Vice President, Customer Experience Europe,, FedEx Express
  • Bruce Daisley, VP, EMEA, Twitter
Pre-Conference Site-Tour - Monday 7th October 2019

Pre-Conference Workshops - Monday 7th October 2019

Main Conference Day One - Tuesday 8th October 2019

Main Conference Day Two - Wednesday, 9th October 2019

Post-Conference Masterclass - Thursday 10th October 2019

CCW Executive Club (Invitation Only, limited to 25 VP level above participants) - Tuesday, 8th October

Please fill in your name and email to receive the Conference Agenda of this event.


Beurs van Berlage
Damrak 243, 1012 ZJ
Amsterdam, Netherlands
Phone: +31 20 - 531 33 55
Beurs van Berlage

CCW Europe will be taking place at the beautiful Beurs van Berlage, which is a historical conference centre in central Amsterdam, less than half hour away from the airport by train.

The Beurs Van Berlage is the bustling meeting place in the heart of Amsterdam, and one thing is certain, a trip to Amsterdam is not complete without a visit to the building that seamlessly combines history and current affairs!

Explore the venue and visit the website for more information:

Details to follow soon...

Please note: We will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavour to negotiate the best available rates for you so please use the Hotel's website link provided.
Event details
Organizer : IQEU
Event type : Conference
Reference : ASDE-19135