The #1 European event series for progressive
contact centre, CX and digital service leaders

06 - 08 October, 2025 | The Passenger Terminal & Mövenpick Hotel Amsterdam City Centre
View The 2024 Agenda
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Meet the Speakers

2024 EXPERT SPEAKERS

Jesper Buch
Jesper Buch
Founder
Just Eat, Seedster & GoMentor
Yeliz Çiçek
Yeliz Çiçek
Editor-in-Chief
Vogue Nederland
Lieke Luttmer
Lieke Luttmer
Chief Customer & Digital Officer
Nationale-Nederlanden
Sarah Williams
Sarah Williams
Chief Customer Experience Officer
Westminster City Council
Joanne Kennedy
Joanne Kennedy
Chief of Staff, Head of Management Office
Sanofi
Valentina Cesani
Valentina Cesani
Chief Customer Officer
Rail Europe
Katalin Fritz
Katalin Fritz
Chief Customer and People Officer
Marley Spoon
Antonius Michielsen
Antonius Michielsen
Vice President of Customer Success
Thermondo GmbH
Sander Viegers
Sander Viegers
Head of Design (VP)
Rabobank
Jonathan George
Jonathan George
Customer Operations and Loyalty Director
Holland & Barrett
Dr Tania Caporaso
Dr Tania Caporaso
Director Customer Care
BT and EE Broadband
Stefan Reimig
Stefan Reimig
Director, Global Customer Service
Wayfair
Cyrille Regardin
Cyrille Regardin
Director of Customer Service
Vanden Borre
Mette Lorenzen
Mette Lorenzen
Director of Global Customer Service
Kindred Group
Mia Manson-Bishop
Mia Manson-Bishop
Member Experience and Membership Director
David Lloyd Clubs
Caitlin Neary
Caitlin Neary
Director, Global Contact Centre
Dorchester Collection
Ramón Delima
Ramón Delima
Global Director, Customer Services
TUI
Elizabeth Ajala
Elizabeth Ajala
Director of Disputes and Complaints
Monzo
Bart van de Sande
Bart van de Sande
Director Customer Care & Personal Wealth
ABN AMRO Bank N.V.
Martijn Franssen
Martijn Franssen
Director Customer Services
Eneco
Eric Adams
Eric Adams
Director, Merchant Experience
Bolt
Stijn Bannier
Stijn Bannier
Global Product Director .COM, App & Consumer Services
adidas
Jann Hoffmann
Jann Hoffmann
Head of Contact Centre
Danica Pension
Thomas Staudte
Thomas Staudte
Head of Customer Engagement
air up
Ulla Kattai-Aav
Ulla Kattai-Aav
Head of Omnichannel Management
Telia
Filip Popovic
Filip Popovic
Head of Relationship Centre
Avon International
Enrique Lamarca
Enrique Lamarca
Head of Customer Journey and eCommerce
AXA Partners
Károly Stöwer-Pál
Károly Stöwer-Pál
Head of Global Quality and Coaching
eBay
Lisa Dalzell
Lisa Dalzell
Head of Customer Experience
ERGO Travel Insurance
Leigh-Anne Gray
Leigh-Anne Gray
Head of Complaints
ERGO Travel Insurance
Mireille Verweij
Mireille Verweij
Head of Customer Service
Eurail
Kayle Rattigan
Kayle Rattigan
Head of Safer Gambling Operations
Flutter UK&I
Louwrens Nederlof
Louwrens Nederlof
Head of Consumer Channel Strategy and Interaction
PostNL
Dan Nechita
Dan Nechita
Head of Cabinet MEP Dragos Tudorache
European Parliament
Kim Madill
Kim Madill
Head of Omnichannel and Guest Services
Belmond
Beau Molenaar
Beau Molenaar
Head of Customer Care and Business Operations
Lyreco Benelux
Ashley Marshman
Ashley Marshman
Head of Customer Service
Southern Water
Adam Neale
Adam Neale
Head of CS Governance
Panasonic
Quentin Bottner
Quentin Bottner
Head of Continuous Service Improvement
TUI Group
Doug Casterton
Doug Casterton
Head of Operational Excellence
GetYourGuide
Catherine Lennon
Catherine Lennon
Head of Customer Service
Uisce Éireann
Christian Wuttke
Christian Wuttke
Lead of Chat & Voice Technology
Schwarz Group
Benedikt Linder
Benedikt Linder
Teamlead IT-Systems Customer Care
Schwarz Group
Olga Vanurina
Olga Vanurina
Global Customer Service & Logistics Lead
Heineken
Raquel Serrano
Raquel Serrano
Senior Manager CS Global Process Excellence
Booking.com
Stefan Fuczek
Stefan Fuczek
Senior Customer Experience Manager
Booking.com
Ed Leurebourg
Ed Leurebourg
Customer Experience - Operations Manager
Deliverect
Katie Kuizenga
Katie Kuizenga
Manager Operations, Culture & Marketing - Customer Relations
Rituals
Nienke van der Velden
Nienke van der Velden
Manager Operations and Business Development
Rituals
Derco Zeegers
Derco Zeegers
Lead Product Manager Conversational AI
Rabobank
Mark Janssen
Mark Janssen
Department Manager CX, Digitalization and Customer Dialogue Support
VGZ
Julia Scharnetzke
Julia Scharnetzke
Manager Member Engagement & Customer Service
Miles & More
Ankie Straathof
Ankie Straathof
Manager Customer Care & Sales
de Bijenkorf
Ricardo Dijkhoff
Ricardo Dijkhoff
Manager - Expertise Lead
ING Nederland
Ruben Lowenstein
Ruben Lowenstein
Manager Customer Care
Samsung Electronics Benelux
Sofiane Hedjem
Sofiane Hedjem
International Client Engagement Project Manager
Cartier
Olivier Herstraeten
Olivier Herstraeten
International Client Engagement Performance Project Manager
Cartier
Eugen Majeri
Eugen Majeri
Digital Service Manager
Panasonic
Anthony Chang
Anthony Chang
Business Platform Lead for Consumer Care
Versuni
Brenda Mey
Brenda Mey
Principle Architect - Infrastructure
Bank of Ireland
Jon Blake
Jon Blake
Global BPO Footprint Strategy and Emerging Solutions Lead
Uber
Marco Houthuijzen CCXP
Marco Houthuijzen CCXP
Independent
CX Evangelist
Andrew Pattie
Andrew Pattie
CX Solutions Director, Sales, North Europe
Sprinklr
Alan Gibson
Alan Gibson
Service Specialist
Sprinklr
Graham Brown
Graham Brown
Senior Vice President Growth EMEA
Alorica
Mathieu Acin
Mathieu Acin
Vice President, Global GMT – Customer Experience
CSG
Casey Denby
Casey Denby
Vice President of Sales, Former Global Leader of Training & Operations
Zenarate
Alan Ranger
Alan Ranger
Vice President Marketing
Cognigy
Kala Iyer
Kala Iyer
Divisional Managing Director – Technology
Capita
Marie-Louise Gaughan
Marie-Louise Gaughan
Head of Customer & Digital Experience EMEA
Alorica
Leonie Brown
Leonie Brown
Principal XM Scientist
Qualtrics
Alexander Teusz
Alexander Teusz
Lead Sales Engineer EMEA
Cognigy
Jarrod Davis
Jarrod Davis
Product Marketing Manager
Cognigy
Jen Brown
Jen Brown
Senior Director International Marketing
GoTo
Ejieme Eromosele
Ejieme Eromosele
GM EMEA
Quiq
Mike Zinne
Mike Zinne
Chief Experience Officer
Quiq
Bas Hiemstra
Bas Hiemstra
Solutions Consultant
Verint
Martin Melis
Martin Melis
Director, Solutions Consultant
Verint
Heather Morgan Shoemaker
Heather Morgan Shoemaker
Chief Executive Officer
Language I/O
Cheryll Aganda
Cheryll Aganda
Chief of Advisory Services and Applied Insights
Transcom
Sandra Kujundžić Drašković
Sandra Kujundžić Drašković
Global CIO
Transcom
Debora Mendola
Debora Mendola
Regional Managing Director
Transcom
Andrew Wyse
Andrew Wyse
Vice President Europe
Conduent
David Cotterill
David Cotterill
Country Director, UK and Ireland
Conduent
Chris Glover-Cooke
Chris Glover-Cooke
Senior CX Specialist
AWS
Alejandra Romero Luna de Toledo
Alejandra Romero Luna de Toledo
CX Specialist
AWS
Julian Douglas
Julian Douglas
CEO
The CX Academy
Tracey Finlay
Tracey Finlay
Customer Experience and Human Engagement Strategist
EQ Ltd.
Marenza Altieri-Douglas
Marenza Altieri-Douglas
VP, Strategic Accounts, Europe
Kore.ai
Bhavana Rana
Bhavana Rana
Senior Director, Product Marketing
Nextiva
James Dodkins
James Dodkins
Director of Content Marketing
Pega
Elena Pueyo
Elena Pueyo
Value Consulting Director
Talkdesk
Umang Shah
Umang Shah
VP Solutions Engineering
Kore.ai
Simon Thorpe
Simon Thorpe
Product Marketing Director
Pega

The CCW Europe Advisory Board

Jen Brown
Jen Brown
Senior Director, International Marketing
GoTo
Doug Casterton
Doug Casterton
Head of Operational Excellence
GetYourGuide
Ramón Delima
Ramón Delima
Global Director, Customer Services
TUI
Cathleen Doorenbosch
Cathleen Doorenbosch
Vice President, Customer Care
Bumble
Meko Elmekawy
Meko Elmekawy
Head of Digital S. Capabilities
EnBW Energie Baden-Württemberg AG
Katalin Fritz
Katalin Fritz
Chief Customer & People Officer
Marley Spoon
Jann Hoffmann
Jann Hoffmann
Head of Contact Centre
Danica Pension
Alice Hunt
Alice Hunt
Head of Technology Services
Hastings Direct
Aymen Ismail
Aymen Ismail
Head of Customer Engagement Solutions
smart Europe GmbH
Carl McCartney
Carl McCartney
Customer Experience Director
Les Mills
Caitlin Neary
Caitlin Neary
Director, Global Contact Centre
Dorchester Collection
Sandro Percuoco
Sandro Percuoco
Head of CS Digital & Service Design
Ryanair
Alan Ranger
Alan Ranger
Vice President Marketing
Cognigy
Kayle Rattigan
Kayle Rattigan
Head of Safer Gambling Operations
Flutter UK&I
Emma Wardle
Emma Wardle
Director of Customer Service Operations UK&I Customer Servicing
Experian
Martin Wilkinson-Brown
Martin Wilkinson-Brown
Chief Marketing Officer
Foundever

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CCW Digital EU

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