Name: In Conversation with CCW Europe Digital
Start: 2023-11-07
End: 2023-11-07

In Conversation With CCW Europe Digital |TUI

In Conversation With CCW Europe Digital |Natura &Co

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Keeping pace with change: Going the extra mile to achieve customer loyalty & advocacy

Welcome to In Conversation with CCW Europe Digital, a video-based podcast series that brings together the leading minds in customer contact from across Europe, to cover a diverse range of topics impacting the customer management industry.

Whilst the dominance of Generative AI can’t be ignored, that’s just the tip of the iceberg when lined up next to the laundry list of opportunities and challenges customer management leaders must juggle.

Although early adopters are leading the charge and seeing quick results from Generative AI, there are risks to unpick before the rest of the market hops onto the new technology train given the pressing nature of their day to day challenges. From considerations around data handling for compliance to being present and consistent across every channel, going the extra mile for vulnerable customers, building loyalty and customer advocacy and improving internal employee experience, there is a delicate balance to be struck for customer management leaders.

This November, In Conversation with CCW Europe Digital returns to address these issues and share several in-depth conversations to allow you to step into the minds of leaders who have navigated the most pressing industry challenges. So, whether you're a CX, contact centre or digital service professional, be sure to tune in and join the conversation.

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2023 Speakers Include

Louise Williams CCXP

Head of Customer Experience Design

TUI

Matthew Harwood

Head of Customer Messaging

NatWest Group

Paul Lamont

Product Director, Consumer Information Services

Experian

Trevor Back

CPO

Speechmatics

Bethan Lynch

Head of Customer Experience

B&Q

Gianfranco Cuzziol

Avon International CRM and Personalisation Lead

Natura & Co

Joanne Pearson

Head of Customer Outcomes & Vulnerability Lead

NewDay

Ricardo Herreros-Symons

Global VP of Sales and Business Development

Speechmatics

Jo Ellis

Senior Manager, Financial Wellbeing and Customer Vulnerability

Tesco Bank

Aymen Ismail

Head of Customer Engagement Solutions

smart Europe GmbH

Graeme Matheson

Planning & Performance Lead

John Lewis & Partners

Marcello Pasqualucci

Head of Experimentation

Sky

Louie Davis

Senior Strategy Manager

easyJet holidays

Tim Porter

Dialpad Advisor

Dialpad

Ola Taiwo

Head of Customer Service

Look Ahead

Zack Wenthe

Director of Customer Marketing and Thought Leadership

Treasure Data

Lani Kakiet

Principal Solution Consultant

Treasure Data

Rik McCrossan

Head of Customer Experience & Employee Experience Business Line – Europe

Orange Business

Patrick Bosworth

Senior Solutions Consultant

Genesys

View All Speakers

Key Themes

Increasing Loyalty & Advocacy

Going the extra mile for customers to not only retain but increase retention and harness true brand advocates.

Customer Vulnerability

Identifying and acting quickly with compassion in response to customers in vulnerable circumstances[KM1] to maintain strong relationships with those in most urgent need of close support.

Leadership

Driving motivation and autonomy internally to improve employee experience and achieve business goals, resulting in brilliant customer experience.

Generative AI

Demystifying the complex nature of generative AI in simple terms and unpick use cases to understand practical applications we can apply to drive great CX.

Pace of Transformation

Prioritising doing the basics well within a legacy business environment to keep up with the quickly changing technological landscape.

Omnichannel Brand Presence

Being present for your customers wherever they’d like to meet you across all channels.

What Our Attendees Thought of CCW Europe!

‘The quality of the event has been really high, with the level of detail around the topics and themes covered also excellent’

‘Really good thought-provoking topics – it’s prompted some thoughts of areas I hadn’t thought about for a while’

‘I loved how the sessions were thinking so far forward, as a senior leader, you do have to be future focused and think strategically’

'Customer Contact Week is the place where you would like to be during company transformation towards Customer Centricity approach'

Watch our latest series now!