Customer Experience

A deep dive into The Future of Contact Centre Agents and how evolving expectations, complexity, and empowerment are reshaping customer service.

For nigh on two decades, driving omnichannel excellence has been the prevailing mandate in customer strategy. We unpack where brands stand today.

Gain a clear view of how customer management is evolving – and what it takes to deliver unified, high-impact CX in 2026.

The initiative, led by Katie Orme, the brand’s Head of Service for Social Work, represents a significant strategic shift from transactional service to more holi

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

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

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

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

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.

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

A practical blueprint for building a unified customer experience – aligning omnichannel infrastructure, shared data, and AI-driven intelligence to drive measurable business impact.