We have an esteemed Advisory Board for CCW Europe 2020, and we want you to get to know them! We are asking the Advisory Board to tell us a little about themselves, let us know what key challenges they are facing at the moment and what they're looking forward to at CCW Europe 2020 this year. Read on to find out more about Philip Purdy...

Introduction about you and your career in the customer contact industry?

My name is Phiip Purdy and I am Head of Customer Care at Urban Sports Club.  I've worked in Customer Services for many years in the Media, travel and entertainment industries.

What are you passionate about working in this industry and what would be the No. 1 tip you would give to anybody who would like to enter this industry?

Always listen to your customers.

Can you give me one thing that you see that companies are doing a lot and not working?

AI - a lot of companies are not getting the interaction right, especially the handover between bot and agent.

In light of the COVID-19 outbreak what do you make of Customer Contact Resilience?

 We're an amazing industry! I think about how our team left work on Friday with their laptops and all logged in on Monday morning from home without too many technical issues.

What transformation initiatives is your company currently going through with customer experience and customer contact?

We're also looking at automation to make our customer experience more effortless.

What are the key challenges that you are facing on this journey?

 It's complicated!

What are you most looking forward to from this years’ CCW Europe 2020?

 There are always great speakers and interesting content. I'm excited to learn something new and take it back to my workplace. 

See you at CCW Europe 2020, Phil!