5 - 7 October 2026
| Amsterdam, Netherlands
CCW EUROPE SUMMIT 2026: THE COMMUNITY SHAPING THE FUTURE OF CUSTOMER EXPERIENCE & SERVICE
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.
THE 2026 SUMMIT WILL BRING TOGETHER...
850+
Attendees
250+
Speakers
125+
Sessions
1
Community
2026 HOST
Maryam Moshiri, Chief Newsreader, BBC
CCW Europe is delighted to welcome back Maryam Moshiri, BBC Chief Newsreader, as host of the 2026 Summit.
Building on her acclaimed moderation in 2025, Maryam brings her signature clarity, authority, and energy to guide this year’s conversations. From anchoring The World Today with Maryam Moshiri to interviewing global leaders such as Jeff Bezos, Reed Hastings, and Willie Walsh, Maryam’s journalistic insight with a talent for creating engaging, thoughtful dialogue, ensure that the Summit will be a space for insight, collaboration, and inspiration.
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.
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.
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
Joëlle van der Bijl
Chief Data & Analytics Officer
FrieslandCampina
Robert From
Chief Growth Officer
Rail Europe
Dr. Imran Shaikh
Chief Technology Officer
Virgin Mobile UAE
Valentina Cesani
Chief Customer Officer
Rail Europe
Bernadette Geagea
Vice President Customer Care & Experience
Majid Al Futtaim
Christian Patz
Senior Vice President Customer Operations
Sky Deutschland
Ralf Hattler
Senior Vice President Customer Support and Aftersales
BMW Group
Christina Bell
Vice President, Contact Center Solutions
BCD Travel
Jess Bech
Vice President of Customer Relations Mobile, Fiber, TV and Energy
Norlys
Valentin Vivier
Vice President of Customer Experience and Engagement
Accor
Dominique Gribot-Carroz
Managing Director, Global Head of Customer Insights & Experience
Moody's
Lucie de Nooij
Director Data, AI and Insight
booking.com
Christel Adam
Director of Consumer Experience
Kraft Heinz
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
Anthony Cass
Director of Sales Contact Centres
BT
Emma Wardle
Director of Customer Service Operations UK&I Customer Servicing
Experian UK
Ullas Wadhwa
Director Customer Experience (Quality)
Hapag-Lloyd
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
Tristan Thomas
Director, CustomerFirst
Department for Science, Innovation and Technology, UK Government
Bram Tilmanns
Director Customer Care
PostNL
Natasja Wientjes
Senior Director Customer Service
DHL eCommerce
Zeynel Oruk
Director, Digital EMEA
New Balance
Martijn Franssen
Director of Customer Service
Eneco
Karolina Kambouris
Operations Director
Octopus Energy
John Rankin
Director of Home Service
Sky
Lou Zonato
Director - CX Operations
LoveHolidays
John Leighton
Customer Service Director
easyJet
Rita de Sousa Félix
Global Customer Experience and Satisfaction Director
Schneider Electric
Janni Wisbech
Director customer service & operations
Lyse
Marie Rogers
UK Contact Centre Director
Domestic & General
Anna Selent
Global Director, Transformation Programs
Siemens
Moh Ghadban
Group Head Data and AI Transformation
MediaMarktSaturn
Sigga Sigurdardottir
Global Head of Digital and Customer Experience
HSBC
Shruti Ahuja
Head of Digital Transformation, Business Intelligence & Analytics
Virgin Media O2
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
Cristina Rutgers-Astolfi
Global Head of Analytics for Customer Support
IKEA
Flavia Melon
Head of Account Services EMEA
On
Kristina Judina
Head of Customer Service
Elisa Eesti
Dan Wilson
Head of Customer Journey - Payments
Nationwide
Somnath Biswas
Head of Product - Conversations
Totaljobs
Seán Murray
Head of Affordability and Vulnerability
E.ON Next
Malte Hansen
Head of Consumer Centricity
Beiersdorf
Victoria Jansson
Head of Customer Care
Beerwulf
Peter Nederlof
Head of Customer Experience
DSW Zorgverzekeraar
Gregor Stetina
Head of Customer Management International
UNIQA
Tuija Åkerman
Head of Group Customer Experience
OP Financial Group
Madhur Hemnani
Head of Group Data Strategy, Data Governance and AI Innovation
Zurich Insurance
Jane Gabriël
Head of Claims & Customer Contact Retail P&C and Health
Nationale-Nederlanden
Jason Christensen
Head of Customer Service
YouSee
Alain Waltemath
Head of Customer Service
EWE AG
Dina Awwad
Head of Customer Experience and Care
MediaMarkt Benelux
Aslı Bengi
Group Head of Customer Analytics and Customer Experience
QNB Sigorta
Richard Lawrence
Head of Service Excellence
EasyJet
Alison Redpath
Global Head Learning and Development
Domestic & General
Taha Khazri
Senior Manager Customer Experience EU/APAC
Amazon
Eline Koorndijk
Customer Experience Management & Innovation
Swiss Life AG
Sarah Chen
Customer Service Manager
Hisense
Mark Janssen
Department Manager CX Digitalization and Support Customer Dialogue
VGZ
Michiel Jansen
Global Conversion Lead & Centre of Excellence
ING
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
Carmen van den Borne
Lead Customer Experience & Complaints
ING
Ekaterina Sytova
Lifecycle Marketing Manager, EMEA
Uber
Christian Berends
Global Customer Service Manager
Hunkemoller
Anja Denekamp
Customer Experience Manager
Achmea
Michael Noon
Customer Experience Insight Lead
Virgin Media O2
Michel Pater
CX Improvement Manager
Odido Nederland
Claire Bristowe
Connecting with Customers Programme Manager
Aegon
Cláudia Coelho Cardoso
Customer Excellence Senior Lead
Emma
Narek Garit
Global Commercial Analytics Manager
The HEINEKEN Company
Jon Blake
Global BPO Footprint Strategy Lead
Uber
Olga Khoubaeva
Marketing and Loyalty Manager
Le Pain Quotidien
Mihai Ciuta
CX & Market Intelligence Leader
Raiffeisen Bank
Angelo Tramonte
Manager Customer Success Africa and Asia
Rainforest Alliance
Sandro Percuoco
Advisory Board Member
CCW Europe
Jen Brown
Director, Marketing Consultancy
Engaging Interactions
Heather Morgan Shoemaker
Chief Executive Officer
Language IO
Angela Read Downes
Senior Director of Customer Management
NiCE Cognigy
Scott Cummings
Vice President of Solutions and Success
LivePerson
Emma Acton
Vice President of Marketing – EMEA
Zendesk
Julie Lacour
Senior Business Operations Lead
Zendesk
Alexander Teusz
Lead Sales Engineer EMEA
NiCE Cognigy
Nicolai Roesgaard
Director Customer Experience
Ebbefos Energy
Steve Blood
VP Market Intelligence & Evangelism
Five9
Alan Ranger
VP of International Marketing
Cresta
Alice Hunt
Head of Technology Services
Hastings Direct
Aly Galal
Amazon Connect Leader, AWS EMEA
Amazon Web Services
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
LV
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
HERE’S WHAT OUR ATTENDEES HAD TO SAY
WELCOME TO THE CCW EUROPE COMMUNITY
CCW Europe is more than an event - it’s Europe’s largest gathering of senior customer management leaders, built by practitioners, for practitioners. This community is united by a shared ambition to raise the standard of customer experience and service, deeply invested in supporting peers, developing the next generation of leaders, and fostering an inclusive environment.
STRATEGIC INSIGHT & BENCHMARKING
“I understand how our performance compares to peers and global leaders.”
PRACTICAL TOOLS & LESSONS LEARNED
“I have proven tactics to improve customer outcomes and avoid common pitfalls.”
INDUSTRY-SPECIFIC INSIGHTS
“I can navigate my industry’s challenges and opportunities with confidence.”
FUTURE-FOCUSED THINKING
“I’m prepared for transformation and innovation in 2027 and beyond.”
PEER NETWORKING AND COLLABORATION
“I built relationships that will help me grow professionally and personally.”
HIGH-IMPACT, MEMORABLE EXPERIENCE
“This is an experience I’ll carry with me long after it ends.”
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.
JOIN EUROPE'S MOST INFLUENTIAL CX LEADERS
CCW Europe is where enterprise decision-makers come together to challenge thinking, share real-world insight and define the future of customer experience. Be part of the room where it happens.
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.
PUT YOUR BRAND IN FRONT OF EUROPE'S CX DECISION-MAKERS
Engage senior leaders from the world’s leading enterprises, actively investing in CX, AI and customer operations. Build pipeline, showcase your expertise, and position your solution where real buying decisions are made.
OUR 2026 SPONSORS
In Partnership With:
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