The CCW Europe Summit 2025 agenda has arrived! Explore the sessions, speakers, and formats designed to drive the next wave of customer experience, digital service, and operational excellence transformation.

Whether you’re scaling AI and automation, improving employee performance, or redesigning journeys for loyalty and growth, this is your opportunity to benchmark, share and learn from those leading the charge.

What’s New in 2025?

• Peer-to-Peer Advisory Groups – Join curated discussions with others who understand your challenges
• Crowdsourced Roundtables – Submit your key questions and explore practical answers with experts
• The Industry’s Only CX Hackathon – Collaborate on real-world challenges in a high-energy, interactive sprint

Join 100+ speakers including leaders from:

• Thomas Cook – Alan French, CEO
• L’Oréal Groupe – Jaclyn Kao, Head of Beauty Tech
• Condé Nast – Andrew Land, Director CRM & Engagement
• Handelsbanken – Malin Lignell, VP Digitalisation & Innovation
• Google, Nespresso, AXA, Nestlé, Ryanair and more

Scalable personalisation: Call it one of the great CX equalisers. Yet, according to our latest research, only 4% of organisations have truly mastered it.

That’s striking. And the numbers highlight a stark truth: Personalisation sounds simple on the surface, but in reality, it’s anything but. Most organisations are still very much stuck between intention and execution, and in this infographic, we break down why that’s happening.

We unpack:

• New data exploring where brands currently stand on their personalisation journey
• The five critical blockers holding brands back from driving personalisation at scale
• Solutions that negate those five blockers
• Next best tactical moves for brands at every stage of personalisation maturity
• Expert insights from MOL Group’s Head of Loyalty and CRM, Márton Homola

This is an industry snapshot and a blueprint to smarter personalisation. Download and benchmark your strategy against your peers in the region.