5 - 7 October 2026 | Amsterdam, Netherlands

Pre-Launch Agenda

CCW EUROPE SUMMIT 2026: THE COMMUNITY SHAPING THE FUTURE OF CUSTOMER EXPERIENCE & SERVICE

Name: CCW Europe Summit
Start: 2026-10-05
End: 2026-10-07

The customer landscape in 2026 is evolving rapidly, with AI deeply embedded in everyday experiences. Customers arrive more informed, expectations are higher, and behaviours shift faster. At CCW Europe, we’ll explore how service is transforming from execution to a strategic driver of trust, insight, and value.

Our agenda features over 250 world-class speakers, delivering actionable strategies, global best practices, and inspiring insights on AI, innovation, and customer-centric transformation. From the Failures & Fixes stage to international benchmarks, each session equips leaders to navigate this fast-paced environment and drive meaningful change.

Beyond the sessions, the Summit offers endless opportunities to connect, collaborate, and build lasting relationships with peers and experts. Join us in 2026 and be part of the community shaping the future of customer management.

Explore pre-launch agenda

THE 2026 SUMMIT WILL BRING TOGETHER...

850+

Attendees

250+

Speakers

125+

Sessions

1

Community

2026 KEY TOPICS

EXPERIENCE & JOURNEYS

Discover how to design effortless end-to end
journeys, master omnichannel engagement, personalise interactions, and build trust and loyalty that lasts.

DATA & INSIGHTS

Learn how to turn customer data into actionable insights, capture the voice of the customer, maintain a single source of truth, and measure what matters to drive better decisions.

TECH & AI

Explore ways to harness digital transformation, deploy AI responsibly, optimise vendor partnerships, and expand self-service tools to enhance customer convenience.

OPERATIONS & STRATEGY

Gain strategies to create agile operating models, optimise workforce planning, boost employee engagement, and lead organisational change for consistent high-quality service.

INNOVATION & FUTURE

Discover approaches to develop customer-first
strategies, balance human and digital delivery, create inclusive services, and drive continuous improvement with ROI-focused results.

2026 SPEAKER PREVIEW

Maryam Moshiri

Chief Newsreader

BBC

Gaelle Devins

Chief Customer Officer / Member of the Executive Board

Breitling

Celine Del Genes

Global Chief Customer Officer

Decathlon

Simon Smit

Chief Experience Officer

Gowago

Joe Wilson

Chief Evangelist

Bunq

Johnson Idesoh

Group Chief Information and Technology Officer

Absa Group

Katalin Fritz

Chief Customer & People Officer

Marley Spoon

Bernadette Geagea

Vice President Customer Care & Experience

Majid Al Futtaim

Dominique Gribot-Carroz

Managing Director, Global Head of Customer Insights & Experience

Moody's

Anthony Cass

Director of Sales Contact Centre

Ullas Wadhwa

Director Customer Experience (Quality)

Hapag-Lloyd

Lucie de Nooij

Director Data, AI and Insight

booking.com

Christel Adam

Director of Consumer Experience

KraftHeinz

Abdul Khaled

Director of Transformation

Vandebron

Valesca Benjamin

Director Customer Service

Albert Heijn, Etos and Gall & Gall

Bart van de Sande

Director Customer Care Personal & Wealth

ABN AMRO Bank N.V.

Dr. Jassim Al Awadhi

Executive Director - Head of Enterprise Platforms

Emirates NBD

Tandogan Akbıyıkoğulları

Director, Global Consumer Engagement

Versuni

Julita Davies

Performance Director, Global Communications & Brand

Philips

Aymen Ismail

Executive Board Member and Customer Services Director

smart Europe GmbH

Emma Wardle

Director of Customer Service Operations UK&I Customer Servicing

Experian UK

Silke Robeller

Director Customer Care

Rainforest Alliance

Rasmus Brumer Rasmussen

Sales and Customer Service Director

Telmore

Alessio Cantoro

Customer Acquisition Director

lastminute.com

Vincent Bol

Director of Member Experience & Policy

Vinted

Attila Gerzsei

Group Customer Service Director, Europe/Russia/CIS/ASKO Global

Hisense

Elena Schoeman

Director, Service & Customer Experience

Kraft Heinz

Susan Nisbet

Senior Director, Loyalty & Partnerships

H World International

Kayle Rattigan

Head of Safer Gambling Operations

Flutter UKI

Corinna Richter

Head of Customer Experience

Mercedes-Benz AG

Regina Beyhl

Head of Marketing and Customer Experience

Medis Medical Imaging

Tom Simon

Head of Customer Experience & Innovation

Zurich Insurance

Said Marhoobi

Head of CX (Strategy & Transformation Group)

National Bank of Oman

Jann Hoffmann

Head of Contact Centre

Danica Pension

Alexandra da Silva Rodrigues

Global Head Reservations and Customer Service

Generator

Flavia Melon

Head of Account Services EMEA

On Cloud Service GmbH

Kristina Judina

Head of Customer Service

Elisa Eesti

Dan Wilson

Head of Customer Journey - Payments

Nationwide

Somnath Biswas

Head of Product - Conversations

Totaljobs

Eline Koorndijk

Customer Experience Management & Innovation

Swiss Life AG

Sarah Chen

Customer Service Manager

Hisense

Mark Janssen

Department Manager CX Digitalization and Support Customer Dialoque

VGZ

Joost Geurts

Customer Care Team Lead

HousingAnywhere

Desiree de Ruig

Customer Service Excellence Manager

DHL eCommerce

Stijn Verhoeven

Product Owner Self Service and Generative AI

Albert Heijn

Sarah Doré

Manager Voice of the Customer

Vinted

Arturo Pellecer

Customer Success Manager, Americas

Rainforest Alliance

Sandro Percuoco

Advisory Board Member

CCW Europe

Aly Galal

Amazon Connect Leader, AWS EMEA

Amazon Web Services

Jen Brown

Director, Marketing Consultancy

Engaging Interactions

Alan Ranger

VP of International Marketing

Cresta

Alice Hunt

Head of Technology Services

Hastings Direct

Aymen Ismail

Executive Board Member and Customer Services Director

smart Europe GmbH

Caitlin Neary

Director, Global Contact Centre

Dorchester Collection

Doug Casterton

Advisory Board Member

CCW Europe

Emma Wardle

Director of Customer Service Operations UK&I Customer Servicing

Experian

Jann Hoffmann

Head of Contact Centre

Danica Pension

Jen Brown

Director, Marketing Consultancy

Engaging Interactions

Jenny Briars

Head of Customer Governance & Heritage

Katalin Fritz

Chief Customer & People Officer

Marley Spoon

Kayle Rattigan

Head of Safer Gambling Operations

Flutter UK&I

Meko Elmekawy

Chief AI & Digital Innovation

enercity

Ramón Delima

SVP, Global Director Customer Services, Sales & Operations

TUI Group

Sandro Percuoco

Advisory Board Member

CCW Europe

View 2026 Speakers

HERE’S WHAT OUR ATTENDEES HAD TO SAY

I left the event reassured that we are on the right path when it comes to AI implementation for both our agents and our customer and that we are set up for success if we continue using the thoughtful approach we adopted.

This summit tells you everything you need to know as a leader in CS/CX. It informs you about trends, new technology, and standards. You can test your own strategy/vision and see how it compares with your peers. Very insightful.

This was my first time attending the event, and I was really impressed with the excellent organisation. The structure allowed participants to choose which sessions or discussions to join, and the chance to connect with so many professionals from my field was a truly valuable experience.

It was an interesting experience. We gained valuable insights into key considerations to keep in mind before starting AI projects. I appreciated that some speakers also addressed the challenges and downsides, rather than only highlighting success stories. I returned home with several inspiring new ideas.

A very well-organised event with a strong focus on contact centers. The agenda offered relevant insights into AI, customer experience, and workforce transformation. Great opportunity to connect with professionals and exchange practical experiences.

EXPLORE SPONSOR OPPORTUNITIES

BE WHERE EUROPE'S CX LEADERS MEET

Engage with enterprise decision-makers, gain actionable insights and build meaningful connections. See why CCW Europe Summit sets the benchmark for CX events.

ENQUIRE AS ATTENDEE

SHAPING THE NEXT GENERATION OF CX LEADERS

Agent of the Future returns in 2026 with an exclusive programme for standout agents. Discover the sessions, skills and career acceleration opportunities in the full downloadable agenda.

VIEW PROGRAMME

SPONSOR EUROPE'S LEADING CX SUMMIT

Showcase your solutions to the executives driving enterprise-wide CX change. Learn how to become a sponsor at CCW Europe Summit 2026.

ENQUIRE AS PARTNER

RELIVE CCW EUROPE SUMMIT 2025

Explore 40+ hours of real-world CX strategy distilled into one definitive report - from AI as a human enabler to empathy-led engagement and pragmatic transformation. Download now and see what truly sets the Summit apart.

Download Report

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk

CCW EUROPE SUMMIT 2026: THE COMMUNITY SHAPING THE FUTURE OF CUSTOMER EXPERIENCE & SERVICE

THE 2026 SUMMIT WILL BRING TOGETHER...

850+

250+

125+

1

2026 KEY TOPICS

2026 SPEAKER PREVIEW

HERE’S WHAT OUR ATTENDEES HAD TO SAY

OUR 2026 SPONSORS

BE WHERE EUROPE'S CX LEADERS MEET

SHAPING THE NEXT GENERATION OF CX LEADERS

SPONSOR EUROPE'S LEADING CX SUMMIT

RELIVE CCW EUROPE SUMMIT 2025

In Partnership With:

QUESTIONS?