WELCOME TO THE CCW EUROPE SUMMIT 2025

6 - 8 October 2025 | Hôtel Mövenpick & The Passenger Terminal, Amsterdam, Netherlands

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Stan Massueras

GTM ElevenLabs

Stan Massueras is GTM expert, he led teams at Meta, Twitter, Intercom and more recently he is driving growth at ElevenLabs in Europe.

He specializes in voice AI and conversational agents, helping enterprises scale human-like audio experiences.

With deep expertise in AI strategy and adoption, he advises companies on unlocking value at the intersection of technology and creativity.

Summit Day One - Tuesday, 7th October 2025 [CET]

14:35 MASTERCLASS: THE FUTURE OF VOICE INNNOVATION IN CX

Voice AI Agents are transforming customer support - delivering faster resolutions, personalised interactions, and scalable service without losing the human touch. In this session, experts from ElevenLabs will show you how to set them up, keep experiences natural, and integrate them seamlessly with human agents.

Key Themes

How to Leverage Voice AI Agents for Support

• Explore how leading companies are embedding AI agents across their support channels

• Understand the role of natural, human-like voices in building trust with customers

• Learn how Voice AI can reduce wait times, improve first-call resolution, and scale your support operations

Setting Up for a Personal Experience

• Best practices for configuring your Voice AI Agents

• How to connect knowledge bases, FAQs, and customer data to create meaningful, contextual conversations

• Avoiding the “robotic” experience: tips for tuning tone, pace, and empathy in interactions

Working Hand-in-Hand with Humans

• See how AI and human agents can complement each other to deliver best-in-class service

• Strategies for handover: when Voice AI should transfer a call to a human agent

• Using AI to free up human agents for more complex, high-value interactions

Best Practices & Insights from Customers

• Hear directly from two ElevenLabs customers on how they’ve deployed Voice AI Agents in the real world

• Success stories on scaling support, improving customer satisfaction, and boosting operational efficiency

• Lessons learned: what works, what doesn’t, and how to get started quickly

Audience Takeaways

By the end of this session, attendees will:

• Know how to implement Voice AI Agents to enhance customer support.

• Understand the setup needed to keep the experience personal and empathetic

• Learn how to combine AI and human agents to customise experiences at scale

• Gain practical insights from companies already leveraging ElevenLabs’ technology

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

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