Media Center

CCW EUROPE EVENT GUIDE 2019

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 sam ...

What happened at CCW 2019?

Customer Contact Week Show Report 2019

Explore the show report from Customer Contact Week Europe 2019 and get the low down on what went on in Amsterdam! This report includes the key highlights, who attended, top themes discussed over the event and much more. If you are looking to attend CCW 2020 in our brand new...

Brand New Featured Content!

Insights from Customer Contact Experts

In the lead up to this year’s edition of CCW Europe, we sat down to talk all things customer contact with a few members of the event’s advisory board and esteemed speaker line up. Spanning topics from new technology, changing customer demands and the evolving role of the customer service agent,...

How Chatbots are Driving Vodafone's Omni-Channel Customer Experience

Whether by phone, email, Twitter or WhatsApp, it is becoming increasingly common that customers are able to make contact with businesses via the same channels that they use on an everyday basis. Omni-channel experiences are soon to be there new norm, and here, in an interview with Kevin Knowles, Head...

How Deutsche Telekom Is Preparing For The Future Of Customer Service

Onno Hoffmann, heading Special Operations & Innovation at Deutsche Telekom’s Customer Service in Germany and Dominik Bauersch, who is responsible for Digital Business & Transformation, are at the forefront of the company’s mission to offer personal and tailormade services in a digital world. Here, we explore some of the key...

How Technology is Transforming the Role of the Customer Contact Agent

In the lead up to Customer Contact Week Europe, we explore how chatbot technology is prompting us to reimagine the future of the customer service agent and, with insight from the CCW Market Study and Dr. Nicola Millard, Head of Customer Insights & Futures at BT, reveal how industry leaders...

How to Implement Chatbots with Purpose: an Interview with 4 CC Experts

In today’s fast-paced, swipe-right, instant messaging world, customers expect the efficiency that they’re used to accessing in everyday life to be just as prevalent when communicating with brands, products and services.In the lead up to the 2019 edition of Customer Contact Week Europe, we asked four industry experts for their...

How is Diversity Helping Businesses Deliver Great Customer Service

Explore how championing a culture of diversity and inclusion can contribute to the creation of exceptionable customer service experiences. 

How to Create a Culture of Listening - An Interview with Audible

What does it really mean to listen? In the world of customer contact, never has it been more important to create service experiences that resonate with the customer on a genuine, human level. In conversation with Tom Vickers, UK Customer Service Country Manager for Audible, we explore how the audio...

The Future of Contact Centre in 2019

The goal, above all, is to make meaningful connections with customers. Customer contact leaders reveal a lingering passion for the human touch. They will leverage new technology to augment human connections, drive agents to become partners and evaluate customers as multi-faceted, emotion-heavy individuals. CCW Digital's Market Study on the Future...

The Future of Contact Centre - Bonus Case Studies

As 2019 arrives it is time to put the customer at the centre of your technology investment strategy. This briefing will help empower the transformation. Download to explore all the bonus case studies from the Market Study. 

Podcasts

How to Set CX Strategy for a Multinational, B2B-B2C Business: CCW Europe Spotlight

After undergoing a digital and CX transformation over the last two years. PostNL has transformed from a traditional mail company into a domestic and traditional logistics services company supporting e-commerce. Discover how by listening to this podcast with Mark Eldridge, Chief Customer Officer of PostNL Cross Border Solutions, & Verena...