It’s here.

The CCW Europe Summit at your fingertips.

An event that brought together the brightest minds in customer experience, digital transformation, and AI innovation. From Accor’s AI concierge to Octopus Energy’s empathy-led service model, this year’s discussions revealed what truly defines CX excellence in a fast-evolving world.

Our official Wrap-Up Report distils 40+ hours of insights, data, and real-world case studies from leaders at Air France-KLM, TUI, Thomas Cook, Santander, and more. Explore how today’s most forward-thinking brands are blending technology, creativity, and humanity to shape the next era of customer experience.

What’s inside:

• Breakthrough case studies on AI as a human enabler
• Strategies for building empathy-driven engagement
• Hard won lessons from CX transformations
• The latest benchmark data across AI, engagement, and EX

Download your copy now and get inspired by the ideas, strategies, and people redefining customer connection across Europe and beyond.

With change sweeping across the customer management ecosystem, today’s operational landscape is challenging leaders in the industry like never before, calling for innovative strategies and robust operational resilience.

This report paints a picture of how brands are addressing these imperatives. Grounded in data collected from over 100 executive-level members of the CCW Europe community, it captures the core tactical, financial, leadership, and partnership pillars that are key to driving customer experience transformations – in 2025 and beyond.

Among the findings:

• CX transformation is a high priority strategic focus for 61% of brands
• 53% already have dedicated leadership responsible for driving CX transformation
• The most common investment area now is data unification or customer data platforms
• The main barriers to creating unified profiles are fragmentation and poor integration
• 83% of CX leaders say AI will play a significant role in their CX transformation efforts

All things considered, never has there been a better time to be a customer management leader – CX is front and centre of boardroom agendas, CX-focused budgets are on the rise, and new technology is raising the ceiling with regards to the possible. The way forward is clear: Bold, customer-centric transformation will define the leading brands of tomorrow.

As AI reshapes the CX ecosystem, co-pilot and agent assist tools are climbing the corporate agenda. Indeed, a significant 49% of CX leaders report that they represent a high or very high strategic focus for their organisations right now, a proportion up from 37% in the second half of 2024.

So, what’s fuelling this surge in attention toward these technologies – and why are some companies still hesitant to invest in them? This infographic offers some answers.

Generative AI chatbots are transforming customer engagement, but how much of a priority are they for business leaders right now? To uncover the latest trends, we surveyed over 110 CCW Europe community members to understand their investment priorities, challenges, and expectations for AI-driven automation. As businesses refine their AI strategies, the gap between early adopters and cautious observers is widening.

This infographic provides data-driven insights into the evolving AI landscape, helping you understand how organisations are navigating chatbot investments and what’s next for AI in customer experience.