The #1 European event series for progressive
contact centre, CX and digital service leaders
06 - 08 October, 2025
| The Passenger Terminal & M枚venpick Hotel Amsterdam City Centre
Ram贸n Delima
Global Director, Customer Services TUI
Conference Day One - Tuesday, 8th October 2024 [CET]
11:00 PANEL DISCUSSION: NAVIGATING THE PEAKS AND PITFALLS OF CUSTOMER SERVICE TRANSFORMATION
- Hear first-hand from leaders who have spearheaded large-scale customer service transformations in their organisations
- Learn how a relentless focus on customer and employee experience can help simplify the complexities of enterprise-wide transformation
- Explore how cloud and AI can help optimise operations, enhance agent performance, and drive business growth
Conference Day Two - Wednesday, 9th October 2024 [CET]
9:05 PANEL DISCUSSION: LESSONS LEARNED FROM CUSTOMER LEADERS NAVIGATING THE GOOD, THE BAD & THE UGLY OF LARGE-SCALE BUSINESS TRANSFORMATION
- Lead a cultural shift, achieve buy-in and efficiently manage finite resources to accelerate the pace of transformation
- Ensure that your employee and customer experience remains a priority during large-scale transformation
- Prepare strategies to effectively communicate and manage customer expectations during the transition and continue seamless service during periods of change
Check out the incredible speaker line-up to see who will be joining Ram贸n.
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