Customer Experience

Leo Ooms explains how TUI’s customer care is evolving fast through strategic BPO integration and a programme of continuous innovation.

Cristina Conti of Google Cloud unpacks how EMEA businesses can scale AI responsibly, embedding it into core operations while staying compliant.

Alex Langlois outlines how Tommy Hilfiger blends global brand consistency, local strategies, and innovation to engage consumers in a fast-changing fashion world

CCW Europe Summit 2025 host, Maryam Moshiri, describes her key takeaways from the event - from leadership lessons to the importance of human-centred service.

Johannes Brott reveals how SEAT and CUPRA are using AI and a reimagined omnichannel approach to elevate their customer care to new levels.

AI is redefining banking. Commerzbank’s playbook shows how governance, literacy, and innovation combine to deliver real customer impact.

Explore how personalisation drives growth, where it makes the biggest impact, and where leading brands are prioritising it on their agendas.

Discover how Shell is transforming legacy operations into agile, digital-first systems that power smarter decisions and stronger customer experiences.

Ullas Wadhwa reveals how Hapag-Lloyd AG is redefining quality, digital innovation, and customer-centric leadership within global shipping.

Marc Degrelle of A.P. Moller - Maersk shares his insights on AI, customer-centricity, and emerging trends shaping the global logistics industry.

Maaike Klijberg unpacks how Nestlé Nespresso NL blends heritage, innovation, and sustainability to deliver authentic, premium coffee experiences.

75% of CX leaders struggle to fix journey obstacles. Discover how data, automation, and empathy can redefine service delivery in this new report.