We’re thrilled to share an exclusive early look at what’s to come at CCW Europe Summit 2025 – the flagship gathering for Europe’s CX, contact centre and digital service leaders.

This preview gives you a first glimpse into the themes, speakers, and innovations shaping our most forward-thinking agenda yet:

• Keynotes from leaders at Thomas Cook, Moët Hennessy, Octopus Energy and more
• Peer-led roundtables tackling your biggest challenges
• Deep dives into AI, automation, and customer loyalty
• Strategies for breaking silos and proving CX ROI
• Expanded focus on the full end-to-end customer journey

Download the Event Preview to see what’s in store.

The contact centre is fast becoming the nerve centre of customer experience—a place where loyalty is earned, insights are gathered, and value is created. To unlock its full potential, businesses must invest in their frontline agents—their knowledge, performance, and career growth.

When agents thrive, so does the brand—across every interaction. So how are leaders stepping up? This report explores the strategies, tools, and cultures reshaping the agent experience.

Key insights:

• 46% of brands say improving agent experience is a top priority
• 70% still rely on Average Handle Time as a key performance metric
• 36% are investing in agent career pathways, with 49% building the case
• 28% have secured buy-in for agent-facing AI over the next 12 months

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.

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 is the place to drive change.

The 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.

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.

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. Gain valuable insights into the professionals driving innovation and excellence in customer experience.

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.

Discover why CCW Europe is the premier platform for connecting with the most influential leaders in customer experience, digital transformation, and contact centre innovation. The 2025 Sponsorship Prospectus offers an exclusive look at how we help you engage with an elite community of over 67,000 CX professionals, position your brand as an industry leader through bespoke sponsorship opportunities, and achieve measurable ROI with strategies tailored to your goals. Explore detailed event calendars, audience insights, sponsorship packages, and testimonials from partners who have seen success with CCW Europe.