Top 5 Presentations from CCW Europe 2020

The All-Stars Panel: The future of contact centre technology

The All-Stars Panel: The future of contact centre technology

View key insights from this year's CCW Europe 2020 All Stars Panel on the The future of contact centre technology. At a time where the industry must shift to meet consumers evolving exceptions we explore what will be the key game changers for customer contact in the next five years and how COVID-19 has shown to reshape the industry landscape. landscape?

Hear insights from:

  • Gabriele Masili - Chief Technology Officer, Customer Experience & Success, Microsoft
  • Becky Ploeger - Global Head of Reservations & Customer Care, Hilton
  • Jagrit Malhotra - General Manager, Clarabridge
  • Ed Creasey - Director of Pre Sales, Calabrio
Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

In this session, we discussed the impact of the current pandemic situation on a globally operating business. Hear how as things changed rapidly, the Outsourcer had to keep up with its customers' demands and secure a seamless service.

Focusing on:

  • How did they deliver customer service pre-COVID
  • How did the situation impact their business and how did they secure business continuity
  • What is coming next?
  • Learn more about trends in the markets; changes in business strategies and a new normal for customer service post- COVID

Featuring: Thomas John - VP Channels - EMEA, Five9 Ron Moody - CEO, Connect Assist