Whether you attended the CCW Europe Summit 2024 or missed it, our Post-Show Report keeps you updated with key insights, innovations, and discussions.

What’s Inside?

• Key Takeaways: Trends and expert insights.
• Standout Sessions: Recaps of impactful panels and workshops.
• Tech & Innovation: AI, automation, and digital transformation in CX.
• Regulatory Updates: EU AI Act insights.
• Industry Case Studies: Success stories from Rail Europe, Lidl, and Wayfair.

Refresh your memory and catch up on missed moments. For non-attendees, get up to speed with the latest trends and insights from industry leaders.

Unlock the full potential of your networking at the CCW Europe Summit. Download the attendee list to access comprehensive details from the 450+ leaders who attended in 2024, including job titles, accounts, sponsors, testimonials, and the event floorplan.

Download the full document today.

With rapid changes in customer management, leaders face unprecedented challenges, demanding innovative strategies and strong resilience. This report, based on data from over 100 CCW Europe executives, highlights key pillars for driving customer experience (CX) transformations in 2025 and beyond.

Now is the ideal time for customer management leaders, with CX at the forefront of boardroom agendas, increasing budgets, and advancing technology. Bold, customer-centric transformation will define tomorrow's leading brands.

Download the full report to learn more!

Health and wellness is booming. Consumers are taking control of their well-being and lifestyle like never before, supporting brands that offer effective, sustainable, and scientifically proven products.

One such brand is air up, a German start-up revolutionizing hydration with refillable bottles that add flavour to water through scent. Their innovative technology and unique approach to audience engagement have fueled their rapid growth.

In this interview, air up’s Head of Customer Engagement, Thomas Staudte, shares the brand’s journey, initial challenges, key communication strategies, insights on generative AI, and his digital roadmap for the next 12 months

Customer experience is in the spotlight, transforming contact centres from cost centres to value centres. With 63% of European customer management leaders prioritizing CX strategy, the CCW Europe Summit was the place to drive change.

This three-day event in Amsterdam last October was a key forum for networking, collaboration, and innovation. The 2024 edition promised world-class learning and inspiration, featuring industry thought leaders sharing their insights. At the 2024 CCW Europe Summit, ideas evolved, and professional relationships strengthened.

Don't miss out on the 2025 CCW Europe Summit! Join us to continue driving change and innovation in customer experience. Register now to secure your spot and be part of the future of CX.

Are You Ahead of the Curve in Customer Support? Customer support is undergoing a significant transformation due to rising customer expectations and the complexity of problem-solving. Consumer behaviours and support dynamics are evolving, making customer service a critical business battleground. The key to standout service today is resolving issues on the first contact, known as first contact resolution (FCR).

How are leaders responding?

CCW Europe and GoTo surveyed the CCW Europe community to find out. The report includes actionable strategies to boost FCR rates.

Key Findings:

• •Only 50% of brands have an FCR rate above 70%.
• •63% prioritize improving FCR.
• •63% use IVR technology to drive FCR.
•  65% lack visual customer support. Download the full report today

Download the full report today

The Chief of Staff role, traditionally seen in military and political spheres, is now gaining prominence in the private sector. This position, with its varied responsibilities, is especially vital in large corporations managing complex portfolios. At Sanofi, Joanne Kennedy, Chief of Staff to the EVP of R&D, plays a key role in the company's AI and digital transformation. In a recent interview, she discussed preventing digital fatigue, creating psychological safety, and the benefits of diversity in leadership.

Read the full interview to gain deeper insights into Joanne's role and the transformative journey at Sanofi.

The post-show report reflects on a programme filled with trending insights, key takeaways, and industry-shaping conversations. The theme for 2023, "Disrupt or Be Disrupted," set the stage for insightful discussions and meaningful connections.

Read more to discover:

• A letter from CCW Europe's Senior Analyst and Head of Production, Kiera Martin
• Who attended CCW Europe 2023
• 9 Standout Sessions
• Spotlight on the Star Speaker
• What our attendees had to say
• Our Sponsors and Exhibitors
• And much more!

Download the post-show report here >>>