Report

CCW Europe 2023 Post Show Report

CCW Europe 2023 Post Show Report

CCW Europe shares the highlights from CCW Europe Summit 2023.

The post-show report reflects on an event programme filled with trending insights, key takeaways, and industry-changing conversations. 2023's theme was disrupt or be disrupted and this set the stage for insightful discussions and meaningful connections.

Read more to discover:

  • A letter from CCW Europe's Senior Analyst and Head of Production, Kiera Martin
  • Who attended CCW Europe 2023
  • Top Focus Areas at CCW Europe 2023
  • 9 Standout Sessions
  • Spotlight on the Star Speaker
  • An overview of CCW Europe's Advisory Board
  • What our attendees had to say
  • Our Sponsors and Exhibitors
  • Upcoming events and content

Download the post-show report here >>>

The State of Customer Management in 2024

The State of Customer Management in 2024

It appears the penny has finally dropped.

With 63% of customer management leaders reporting that improving CX strategy is either “high” or “very high” on their C-suite’s agenda, and 67% set to see their CX budgets increase in 2024, the stage is set for this to be a groundbreaking year in the industry. There is growing sentiment among executive leadership that customer management must now take centre stage – the time is now to break free from the shackles of legacy thinking and build the foundations of nimble customer-facing operational architecture (technology, processes, data) that can future-proof business resilience.

In 2023, the greatest technological advancement since the introduction of the smartphone began making massive waves in the customer management space: generative AI. A tool that promises much, and the evolution of which is certainly not one to watch from the metaphorical sidelines. Innovations are springing up at pace and any failure to move with the transformation could be to risk falling behind (or worse).

As the industry teeters on the precipice of unprecedented disruption, how are customer management teams preparing? What are their top priorities as we move through 2024? How is (or will) generative AI fit into their organisational framework? And what challenges are currently top of mind?

A Figurative Lay of the Customer Management Land

To get answers to all these questions (and more), CCW Europe surveyed over 140 customer management thought leaders. All pioneers in their respective domains spanning customer care, support services, customer operations, customer insights, product management, and many more, the respondents collectively came from a range of companies of all sizes plying their trade across all the major industries. The results form the basis of this report.

Key Findings Include:

  • “Enabling better CX through technology” will be the number one priority for 40% of customer management leaders over the course of 2024.
  • “Implementation and management costs” (31%) are cited as the biggest barrier to adopting AI, closely followed by “concerns around privacy and regulation” (30%).
  • Only a fractional 11% of respondents say they are “inactive” in terms of bringing CX-focused AI technology into their roadmaps.
  • Grappling with an “insufficient technology framework” is the predominant challenge for respondents in the context of implementing their desired CX.
  • A significant 60% report using more than five data sources to execute their strategies with 5% employing more than 30(!)

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Want to dig deep into how customer management leaders are currently primed to navigate the winds of change on the horizon this year? Download the full report today.

Disrupt, innovate, and optimise: How to drive outstanding customer experience through operational agility

Disrupt, innovate, and optimise: How to drive outstanding customer experience through operational agility

Customer experience (CX) is heavily discussed in business circles. But how exactly can it be prioritised?

In a world of fast-paced digital transformation and shifting consumer demands, businesses must be ready to pivot at a moment’s notice, offering experiences that are flexible but also personalised.

In order to achieve this, organisations must be ready to innovate, open to disruption, and constantly look to optimise their processes. Operational agility is essential to delivering the CX that consumers are looking for. Providing outstanding CX is crucial for the success of any business and for enhancing brand reputation.

However, when it comes to withstanding disruption and maximising operational agility, the customer management industry is facing challenges in the following areas: Recruitment, utilising Artificial Intelligence (AI) without over-automating and maintaining the return on investment (ROI) and value of contact centres. 

Download the report and explore:

- Contact Centre recruitment and engagement

- Creating efficiency with customer service chatbots and automation 

- Maintaining the ROI and value of contact centres