Past event: Customer Contact Week (CCW) Europe Summit

Join the European flagship of the LARGEST Global Customer Contact Event Series

Build Meaningful Customer Relationships in the Post-Pandemic Era

After the initial whirlwind the pandemic caused for customer management, it's left a critical need for CX leaders to effectively create emotional connection in a digital age.

Long-term customer and employee loyalty and retention has been shattered. Businesses are struggling to recruit for increasingly skilled and diverging roles, and customer expectations continue to rise. Without satisfying emotional drivers of trust, transparency, empathy, inclusivity and personalisation, businesses cannot create true brand advocates. It's become a juggling act to strike the right balance of automated and human service.

As we continue to navigate the future of work, decide on optimal-channel strategy, and provide consistently outstanding CX, CCW Europe's highly anticipated flagship event returns to Amsterdam in 2022. With new and unseen implementation strategies, inspirational stories, and the latest intelligence in customer management.

The key trending topics we will be discussing

  • CX Transformation - Embed customer-centricity and supercharge experience with new and innovative cross-industry approaches to CX design and improvement.
  • Post-Covid Skills & Leadership - Finetune and skill-up for the human vs. digital era – effectively manage your hybrid teams and boost employee engagement, training and retention.
  • Omnichannel Optimisation - Finetune your strategy to focus on channels to drive true CX impact and drive quality and consistency with intelligence in omni-strategy.
  • Data-Driven Transformation - Create digital deflection, reduce customer effort and accelerate  efficiency with the latest strategies to implement automation, AI, analytics and more.

Engage, Interact and Learn!

Join the CCW Europe Summit for an immersive 3 days featuring carefully tailored sessions including:
Thought-Leading Presentations
  • Interactive Workshops
  • Demo-Drives demonstrating tech from the eyes of your agents
  • Learn from your peers with interactive discussion groups
  • Mingle and learn more with formal and informal networking
  • Grasp thelatest technologies and solutions with key solution providers

Why CCW Europe?

  • Join the European flagship of the largest Global Customer Contact Event Series!
  • With the industry's top and most cutting edge solution providers, combined with the industry's most innovative thought leaders - there is no better place than CCW Europe to ensure you're delivering outstanding CX in this fast-paced era.
  • With over 50 European customer management experts, 400 industry attendees and 3 days of unparalleled insights - we're thrilled to be back in Amsterdam for the 5th flagship summit!

2022 Customer-Facing Leaders Joining Us

  • Ramón Delima, CEO, Vice President, Cygnific, Air France-KLM
  • Katalin Fritz, Chief Customer Officer, Marley Spoon
  • Matthew Hamilton, Chief Customer Officer, Portsmouth Water
  • Peter Halsor, Chief Marketing & Customer Intelligence Officer, Bank of Valletta
  • Pierre-Francois Dubois, Senior Vice President, Innovation for Customer Engagement & Trust, Orange
  • Geoffray Maugin, Senior Vice President, Global Guest Experience & Business Performance, Accor Hotels
  • Angela Reid, Vice President, Global Customer Experience, Supply Chain, Firmenich
  • Simon Separghan, Managing Director, Customer Experience & Contact, Natwest
  • Ivan Mainprize, Director, Patient Services, Diabetes EMEA, Medtronic
  • Trevor Gordon, Global Transformation Director – Customer, Diageo
  • Jo Bartnicke, Global Director, Employee Experience, Unilever
  • Aleksandra Swierzynska, Global Director, Customer Experience, OLX
  • Emma Wardle, Senior Director, Customer Operations Delivery, Capital One
  • Tomasz Gomulka, Senior Director, Global Operations, Oriflame Cosmetics
  • Dekyi Boorsma, Director of Customer Service EMEA, Netflix
  • Anna Sole, Director, Service & Quality, Operations, BanSabadell Seguros
  • Wais Shaifta, Non-Executive Director, The Gym Group
  • Nicola Millard, Principal Partner, Innovation, BT
  • Caitlin Neary, Global Head of Contact Centre, Dorchester Collection
  • Mariana Andrade, Former Global Head of Customer Experience, BICO
  • Stefan Pata, Global Head of Activation & Customer Journey, CRM & Customer Care, RCI Bank & Services
  • Mohamed Attia, Global Head of Customer Operations (Sales & Customer Service), British Council
  • Lina Jerman, Regional Head of Contact Centre and Customer Support, Petrol
  • Nina Jones, Head of Advisor Experience, Fidelity International
  • Neil Stapleton, Head of Customer Experience and Empathy, Skipton Building Society
  • Ben Phillips, Head of Customer Experience Performance Centre (CXPC), Fujitsu
  • Sandro Percuoco, Head of CS Digital & Service Design, Ryanair
  • Kayle Rattigan, Head of Customer Service, Sky Betting & Gaming
  • Jann Hoffman, Head of Planning & WFM (Contact Centre), Danske Bank
  • Darko Popovic, Group Head of Customer Service, Ferratum Bank
  • Nick Macfarlane, Head of CX Optimisation, Emerging Markets, Cazoo
  • Rick Mans, Customer Experience & Solution Delivery Chapter Lead EMEA-LATAM, Roche
  • Pierluigi Bosco, Global B2C Customer Experience Lead, Shell
  • Jasper Krog, Global B2C Customer Experience Lead, Beiersdorf
  • Vanessa Milan, Voice of the Customer Manager, Cambridge University Press & Assessment
  • Jay Callery, Voice of Customer Product Owner, D2B, Philips
  • Susan Ysona, Vice President, Marketing EMEA & APAC, Talkdesk
  • Robin Fransz, Global Customer Experience Design Strategist, MSD
  • Wayne Grimshawe, Director, Customer Service, Photobox
  • Ulrike Sophie Gelpke, Senior Manager, Global Head of Order to Cash Centre of Excellence, Novozymes
  • Christina Papadam, Global Marketing & Customer Experience Lead for Global Key Accounts, IFF
  • Thom Kokuis, Head of Conversational Banking & CRM, Rabobank
  • Amit Vats, Leader for Business Banking Strategy & Value Proposition, ING
  • David Hart, Customer Experience Manager, KIA Motors
  • Natercia Rodrigues, Senior Customer Experience Lead, Global Product Strategy, Roche
  • Ciprian Cordun, Director, Consumer Experience, Digital Marketing and eCommerce, Philips
  • Jesus Checa, Senior Director, Disruptive Innovation & Corporate Strategy, Bacardi
  • Violeta Filip, Head of Customer Experience, SteadyPay
  • Bart van de Sande, Director, Corporate Client Services & Operations, ABN AMRO Bank
  • Mandy Beech, Executive Director, Member Experience, Retail Distribution & Servicing, Nationwide Building Society
  • Mark Liversidge, Chief Digital, Technology & Experience Officer, The Student Hotel
  • David Prieto, Specialist & Product Owner in Digitalisation, Chat Bots & AI, Commerzbank
  • Aikaterini Zampeli, Senior Manager, Product & Multichannel, Novo Nordisk
  • Ines Pettigrew, Vice President, Marketing, Customer Experience & Commercial Development, Caverion
  • Jan Nieuweboer, HR Innovation Manager & Senior Consultant on Hybrid Working, Rabobank
  • David Goldsworth, Ex Director, Customer Experience, Motorway
  • Sarah Simpson, Global Head of Customer Care, Polestar
  • Matthieu Simon, Global Customer Service Manager, Heineken
  • Steven Lee, Director, Consumer & Shopper Engagement, EMEA, LEGO Group
  • Sarah Haider, Digital Manager, Chatbot, Salzburg AG
  • Harald Niels van Driel, Strategic Business Advisor, Contact Center, Electrolux
  • Wojciech Rybak, Member of the Management Board, Bank Millennium
  • Steve Harding, AVP, Customer Workflows Solution, ServiceNow
  • Luna Dekker, Managing Partner, Customer Experience & Change Management BU Lead, Tenzing
  • Alexandra Buscaino, Senior Director, Strategy, Analytics & Business Enablement, Expedia Group
  • Philip Purdy, Global Customer Care Lead, Elvie
  • Henny Steiniger, Group Head of Customer Intelligence, Customer Experience & Care, MediaMarktSaturn
  • Eylem Zagli, Manager, Customer Care Strategy & Planning, FedEx International
  • Shalini Choudhary, Global Head of Customer Operations, Dashlane
  • Stephanie Robilliard, Service Operations Project Manager - Tools, VanMoof
  • Bart Cruyt, International Business Development, Odigo Benelux
  • Nathan Turner, Director, Customer Support, DataCamp
  • Graeme Matheson, Planning & Performance Lead, Customer Care, John Lewis Partnership

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

  • Pre-Conference Workshops - Monday 3rd October 2022
  • Day One Main Conference - Tuesday 4th October 2022
  • Day Two Main Conference - Wednesday 5th October 2022

Venue

RAI Amsterdam
Europaplein 24, 1078 GZ
Amsterdam, Netherlands

TEL: + 31 20 549 12 12

Located in the city's business district, access the heart and bustle of the city in just 10 minutes to explore all Amsterdam has to offer!

Accommodation
Looking to book your accommodation for the event? We have discounted bedroom blocks for its attendees. There are a limited number of bedrooms at the discounted rate so we encourage you to book at your earliest convenience.

Group Rate: We have reserved a selection of rooms at nearby Hotels (Novotel Amsterdam City and Innside By Melia Amsterdam) at a discounted group rate, subject to availability. Rates from: €189.00 per room, per night.

Check out the hotels available and make your bookings here: https://miceconciergeme.com/ccw2022/
Event details
Organizer : IQEU
Event type : Conference
Reference : ASDE-23760