WELCOME TO THE CCW
EUROPE SUMMIT 2025

Name: CCW Europe Summit
Start: 2025-10-06
End: 2025-10-08

6 - 8 October 2025 | Hôtel Mövenpick & The Passenger Terminal, Amsterdam, Netherlands

View The Agenda

THE #1 EUROPEAN EVENT
FOR PROGRESSIVE CONTACT
CENTRE, CX & DIGITAL SERVICE

At CCW Europe, we’re more than just an event - we’re a community driving meaningful change in customer experience. This summit is for those leading the charge in customer management transformation, where innovative ideas, breakthrough technologies, and fresh perspectives converge to redefine the future of service. With a thoughtfully crafted agenda featuring expert-led sessions, interactive workshops, and valuable networking opportunities, CCW Europe Summit is where you’ll uncover the strategies and tools needed to elevate your CX journey.

Join us to unlock new possibilities, solve industry challenges, and accelerate your transformation in 2025 and beyond.

View Agenda

2025 HOST
Maryam Moshiri, BBC

CCW Europe is excited to welcome Maryam Moshiri, Chief
Presenter at BBC News, as the chair of the 2025 Summit. With her
wealth of experience in broadcasting and current affairs, Maryam is
renowned for her ability to lead dynamic conversations with clarity
and authority.

View 2025 Speakers

FEATURED 2025 SPEAKERS

Maryam Moshiri

Chief Newsreader

BBC

Alan French

CEO

Thomas Cook

Shachar Bry

COO

fonQ

Mengxin Wang

SVP, Guest Engagement, Care & Contact Centers

Accor

Malin Lignell

VP Digitalization and Innovation

Handelsbanken

Andrew Land

CRM Director

Condé Nast

Saskia Van Wees

Director Customer Care & Service a.i

Nestlé Nespresso

Maaike Klijberg

Director, Marketing Customer Experience

Nestlé Nespresso

Justus Tobergte

Customer Excellence Director

Bugaboo

Martijn Franssen

Director Customer Services

Eneco

Eva Klausner

Director of Guest Experience

numa

Dr Anna Selent

Director of CX Digital Transformation

SIEMENS

Bart van de Sande

Director Customer Care & Personal Wealth

ABN AMRO Bank

Filip Popovic

Head of Relationship Centre

Avon Cosmetics SCG d.o.o

Katie Orme

Head of Service Social Worker

Octopus Energy

Márton Homola

Group-level Head of Loyalty, Digital Channels and CRM

MOL Group

Sofia Kwarnmark

Head of Customer and Employee Journey

AXA Partners

Jaclyn Kao

Head of Beauty Tech - La Roche Posay

L'oreal

Thomas Staudte

Head of Customer Engagement

air up

Susanna Tell

Employee Journey Manager

AXA Partners

Fabian Quast

In-House Consultant

Lidl

Ayush Mittal

IT Chapter Lead

ING

Doug Casterton

Advisory Board Member

GetYourGuide

Matthew Clare

Chrome OS Product Lead of Contact Center Solutions

Google

Antony Passemard

Director of Product Management, Applied AI Customer Experience

Google Cloud

Ash Hallett

Customer Engagement AI Lead UK&I

Google Cloud

Richard Bassett

VP CX Automation & AI

NICE

Rik McCrossan

Head of CX Europe

Orange Business

Heather Shoemaker

CEO and Founder

Language IO

Manuel Westhagen

Senior Sales Engineer

Parloa

Sven Grube

Director of International Expansion

Parloa

Alan Ranger

Vice President of Marketing

Cognigy Voice Gateway

Bas Hiemstra

Solutions Consultant

Verint

Mathieu Acin

Vice President Sales CX

CSG

Martin Melis

Director, Solution Consulting

Verint

Eilika Regenbrecht

Senior Enterprise AE

Parloa

Alexander Teusz

Lead Sales Engineer EMEA

Cognigy GmbH

Naveen Mehta

SVP, Head of Europe

Sutherland

Stijn Bannier

Global Product Director .COM and App Post-Sales & Consumer Service

Adidas

Jen Brown

Senior Director, International Marketing

GoTo

Doug Casterton

former Head of Operational Excellence

GetYourGuide

Ramón Delima

Global Director, Customer Services

TUI

Meko Elmekawy

Chief AI & Digital Innovation

enercity

Katalin Fritz

Chief Customer & People Officer

Marley Spoon

Jann Hoffmann

Head of Contact Centre

Danica Pension

Alice Hunt

Head of Technology Services

Hastings Direct

Aymen Ismail

Head of Customer Engagement Solutions

smart Europe GmbH

Caitlin Neary

Director, Global Contact Centre

Dorchester Collection

Sandro Percuoco

Head of CS Digital & Service Design

Ryanair

Alan Ranger

Vice President of Marketing

Cognigy

Kayle Rattigan

Head of Safer Gambling Operations

Flutter UK&I

Emma Wardle

Director of Customer Service Operations UK&I Customer Servicing

Experian

View 2025 Speakers

THE EUROPEAN FLAGSHIP OF THE LARGEST GLOBAL
CUSTOMER CONTACT EVENT SERIES

450+

CX Leaders

100

Expert Speakers

Hours of Networking

Hours of Learning

2025 KEY TOPIC AREAS

CUSTOMER EXPERIENCE

Discover strategies to elevate customer satisfaction, create memorable experiences, and build lasting loyalty for long-term retention

AI & AUTOMATION

Understand the role of AI and automation in improving operational efficiency, customer connection and employee experience

OPERATIONAL EXCELLENCE

Optimise operations, improve service efficiency, and maintain high standards of quality and performance

CHANGE & TRANSFORMATION

Lead and align teams to orchestrate change, enhancing service delivery and driving lasting business impact

INNOVATION & ENGAGEMENT

Learn how new technologies and creative approaches are transforming engagement and driving innovation across touchpoints

WORKFORCE & CULTURE

Understand the evolving role of customer service teams, leadership development, and
creating a customer-centric culture

AGENDA OVERVIEW

WORKSHOPS & HACKATHON

Monday 6th October

8:30
Registration & Breakfast

9:30
Workshops

15:05
Hackethon

18:00
Awards Ceremony & Welcome Party

SUMMIT DAY ONE

Tuesday 7th October

7:40
Registration & Breakfast

8:40
Main Stage

10:25
Networking & exhibition

11:00
Track sessions

12:40
Lunch

13:40
Round Table sessions

14:30
Networking and Exhibition

15:05
Main Stage

17:15
Drinks reception

SUMMIT DAY TWO

Wednesday 8th October

8:00
Registration & Breakfast

8:45
Main Stage

10:35
Prize Draw

10:40
Network and Exhibition

11:15
Track Sessions

12:55
Lunch

13:55
Closing Ceremony

15:00
End of Summit

HERE’S WHAT OUR ATTENDEES HAD TO SAY

“Usually, you just get a Summit which is focused on one aspect of the industry: The customer experience, or customer success, or customer interactions, or customer support. Here, you have it all together, so you can compare experiences – you can compare results, failures. But the important piece is that you actually get to share in those valuable lessons, and you get to share in their successes and their solutions.”

“What's been lovely about this conference is that it hasn't just been contact centre folks: It's been contact centre folks, it's been customer experience folks, it's been folks who might be from a slightly different operational discipline but who are more interested in artificial intelligence.”

“It's always good to see what the different trends in the market are, what the different vendors are, what different things other clients are doing. We always want to stay on top. We want to make sure we never miss that train. This event aligns with that.”

“The experience has been fantastic. Everyone's super friendly and there's lots of likeminded people. I think what's really stood out is that we've all got very similar challenges and we're also at the beginning of something huge.”

“It's one of our most important events of the year. We had fantastic success last year – no hesitation in signing up again. We meet all of the right people, and the great thing is that it's over a period of time, so you get to know them really well – and by the end of the three days, you leave almost as friends and now I’m meeting all of those old friends again this year. It’s fantastic.”

"The event has been organised with a very personal touch. While I've been to several other events, and we sponsor several other events, they are very large and they become very mechanical. The format of this event is very, very intimate and that has given me and my team an opportunity to really connect with our customers; our buyers.”

“The keynote speakers have been absolutely amazing. It has been really, really thought provoking. It has stimulated loads of discussion with loads of new people that I’ve had the pleasure of meeting. I run a contact centre in the southwest of England and everything that has been spoken about here I’d say is 95% in alignment with what we’re trying to achieve. The problem is which session to choose: There’s so much variety on offer.”

“Everything is amazing. What has stood out to me is that everyone speaks to Everyone. It’s super friendly – people are super empathetic, and we are all here for the same reason.”