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

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

06 - 08 October, 2025 | Amsterdam, Netherlands

View The 2024 Agenda

LOOKING AHEAD TO CCW EUROPE SUMMIT 2025

As the European flagship of the largest global customer contact event series, Customer Contact Week Europe Summit 2024 brought together over 450 progressive contact centre, CX, and digital service leaders from across the continent. With more than 150 expert speakers, this prestigious event delivered unparalleled insights and innovation, reinforcing its position as the premier gathering for customer experience professionals in Europe.

From the hands-on Disrupt-a-Thon, where attendees crafted bold, creative solutions to real-world challenges, to deep-dive sessions led by industry thought leaders, the 2024 summit provided the community support, knowledge, strategies, tools, and technology to help European customer management leaders realise their transformation plans and potential.

Once again, the CCW Europe Summit proved to be an essential experience for those committed to revolutionising CX and digital service delivery. Join us in 2025 to continue building on this momentum, connect with industry leaders, explore cutting-edge strategies, and ensure you remain at the forefront of customer experience innovation.

View The 2024 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

2025 EXPERT SPEAKERS

Maryam Moshiri

Chief Newsreader

BBC

Alan French

CEO

Thomas Cook

Shachar Bry

COO

fonQ

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

Marketing Director 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'Oréal Groupe

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

CCW Europe

Matthew Clare

Outbound Product Manager, Customer Engagement Suite

Google

Antony Passemard

Director of Product Management, Applied AI Customer Experience

Google Cloud

Ash Hallett

Customer Engagement AI Lead UK&I

Google Cloud

Heather Shoemaker

CEO and Founder

Language IO

Manuel Westhagen

Senior Sales Engineer

Parloa

Sven Grube

Director of International Expansion

Parloa

Alan Ranger

Vice President, Marketing

Cognigy

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

Gregor Campbell

Director of CX Practice

Gamma

Jarrod Davis

Product Marketing Manager

Cognigy

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

Carl McCartney

Global Head of Sales Education

Les Mills

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

500+

CX Leaders

100

Expert Speakers

Hours of Networking

Hours of Learning

WHAT WAS UNIQUE AT THE 2024 EDITION?

The biggest and best Summit to date

CCW Europe Summit, workshop day with Yeliz Çiçek

The Workshop Day

Yeliz Çiçek, Editor-in-Chief of Vogue Nederland, delivered a moving workshop that brought empathy and emotional intelligence to the fore. Her candid story of rising to the editorship left delegates buzzing, and the inclusive-leadership lessons she shared will resonate in our workplaces long after the Summit.

Agent of the Future

Our first ever Agent of the Future training day turbo-charged frontline talent, combining skills coaching, career guidance and peer networking to show how the human touch can thrive alongside AI and automation. Delegates left energised and ready to raise the bar on customer care.

The Disrupt-a-Thon

Cross-industry teams tackled real CX problems at pace under Rabobank design leadership. Rapid ideation, prototyping and pitching turned bold ideas into actionable solutions, with winners crowned at the A’DAM Tower reception – proof that collaboration can spark overnight transformation.

EU AI Act Fireside

A fireside chat with Dan Nechita, lead technical negotiator of the EU AI Act, unpacked how to balance innovation and compliance. His insider insights equipped CX leaders to future-proof strategies against the most significant piece of AI legislation to date.

View the Post-Show Report

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.”