The #1 European Event Series for Progressive Contact Centre, CX, and Digital Service Leaders

06 - 08 October, 2025 | Amsterdam, Netherlands
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Raquel Serrano

Senior Manager CS Global Process Excellence Booking.com

Conference Day One - Tuesday, 8th October 2024 [CET]

13:45 IDG B: BALANCING FLEXIBILITY & STRUCTURE: DESIGN CUSTOMER JOURNEYS ALIGNED WITH STRATEGIC GOALS

Conference Day Two - Wednesday, 9th October 2024 [CET]

13:55 PANEL DISCUSSION: UTILISING VOC AS A CATALYST FOR CONTINUOUS IMPROVEMENT & CUSTOMER EXCELLENCE

  • Understand how to align tooling, process, and people with VOC for maximum customer satisfaction 
  • Learn how to design processes that fulfill customer needs based on customer data and feedback 
  • Understand the comprehensive impact of VOC on preventing, managing, and recovering from complaints 


Check out the incredible speaker line-up to see who will be joining Raquel.

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CCW Digital EU

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