WELCOME TO THE CCW EUROPE SUMMIT 2025
6 - 8 October 2025
| Hôtel Mövenpick & The Passenger Terminal, Amsterdam, Netherlands
Ramón Delima
Director Customer Services and Operations TUI
Over 20 years of experience with premium brands in travel and hospitality, in roles like customer service & sales, customer experience, commercial and operations, in Europe, North & South America, South-East Asia, Africa and the Middle East. Since 2 years leading the customer service & sales domain in the TUI Group. I believe that we are in the first phase of another technological disruption that provides great opportunities for customer service to improve customer appreciation, to grow sales conversion and to increase efficiencies. But the real difference will continue to be made by our front-line colleagues in their day-to-day contact with customers. Ramón is also the president of the Customer Service Federation.
Workshops & Hackathon - Monday, 6th October 2025 [CET]
9:30 WORKSHOP A: BUILD RESILIENT CX: HOW TP, TUI & SAMSUNG ARE REWIRING THE HUMAN-AI OPERATING MODEL
This isn’t about layering AI onto legacy workflows - it’s about rethinking how work gets done. Discover how adaptive AI and empowered human agents are driving faster, smarter, and more resilient operations.
Learn how TP.ai helps organisations shift from volume-driven, task-based models to experience-led, outcome-focused strategies. Whether you're just starting or scaling transformation, this session will help you assess your maturity, pilot with purpose, and scale with confidence.
Join global leaders - TP, TUI and Samsung in this hands-on workshop, and discover how we are rewriting the rules of operational excellence from the ground up - not by automating away the human touch, but by empowering agents with adaptive AI.
- Learn how to identify high-impact, high-complexity processes where human expertise and AI can work together effectively (e.g., fraud management in banking, multilingual CX in travel & hospitality, patient support in healthcare)
- Explore how to design and launch targeted pilots - such as agent assist, customer-facing bots, and analytics - while measuring outcomes and refining based on real-world feedback
- Understand the steps to move beyond pilots by integrating AI into core workflows, upskilling agents, and establishing strong governance to ensure sustainable, industry-specific transformation
Summit Day One - Tuesday, 7th October 2025 [CET]
Check out the incredible speaker line-up to see who will be joining Ramón.
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