Customer Experience

The Estée Lauder Companies’ Karen Ehrlich discusses customer-first strategy, integrated marketing, and the organisational choices behind enduring brand growth.

Zack Wragg of Merlin Entertainments shares practical insights on scaling personalisation, data governance, and digital product leadership.

Eve Kolesova reveals how Henkel is transforming customer understanding into stronger propositions, smarter decisions, and commercial value.

Katy Howell explains why social is becoming a critical CX blind spot – and how leaders can turn customer conversations into competitive advantage.

Abbott Lyon grew business by 20% without adding a single penny to service costs. Jason Richardson explains the philosophy and framework behind it.

This report examines how leading organisations are responding to the evolution of contact centres

Explore CCW Europe's masterclass series: The Contact Centre of 2030, as we explore the themes driving change in 2026 and beyond.

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

When agents thrive, the brand shines. Discover how leaders are redefining the agent experience through bold strategies, smarter tools, and thriving cultures.

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

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