5 - 7 October 2026
| Amsterdam, Netherlands
THE FUTURE OF CX ISN'T EMERGING. IT'S ALREADY HERE
CCW Europe Summit is where Europe’s customer leaders overcome inertia, break down silos, and deliver practical change at pace.
FROM EXECUTION TO STRATEGIC DRIVER: DELIVERING VALUE AT EVERY LEVEL
In an unpredictable environment, customer experience remains your ultimate differentiator. Service must deliver operational insight, drive long-term loyalty, and act as the vital human checkpoint in an increasingly automated world. This summit provides the practical, forward-looking insights and peer connections you need to benchmark your organization, navigate the future of CX, and secure a distinct competitive advantage.
KEYNOTE SPEAKERS
EXPLORING THE FUTURE OF CUSTOMER MANAGEMENT
Our keynote speakers will inspire and challenge how organisations think about customer experience, service, and engagement in a rapidly changing world. From emerging trends to strategic opportunities, they will explore the forces shaping the industry and share insights to help attendees rethink priorities and future direction.
ANALYST BRIEFING: UNPACKING THE NEXT ERA OF CUSTOMER MANAGEMENT
TUESDAY 6th OCTOBER | 14:00 - 15:00
Join this private boardroom as it convenes a select group of executives to examine how leading organisations are navigating disruption – and what the industry must do next.
- Led by our own proprietary analyst research
- Moderated by Maryam Moshiri, BBC Chief Newsreader
- Featuring a panel of CCW Europe Advisory Board members
FEATURED SESSIONS
Hear from top thought leaders as they reveal emerging trends, disruptive technologies, and shifts shaping the future of experience and service – supporting you to seize opportunities and navigate change.
WORKSHOP: Predicting Customer Needs: Moving from Insight to Foresight
MONDAY 5th OCTOBER
In this workshop, participants will explore how organisations move from reactive insight to predictive, forward-looking decision-making. Through real-world scenarios, attendees will learn how to identify key signals across customer data, anticipate future needs through AI, and design proactive experiences that reduce effort, increase relevance, and strengthen long-term loyalty.
PANEL DISCUSSION: Who Owns the Customer in Modern Organisations?
TUESDAY 6th OCTOBER
Hosted by Maryam Moshiri, this keynote panel brings together leaders from Breitling, Decathlon, Vandebron, and Rail Europe to delve into the evolving role of CX leaders. Together, they will explore how accountability, strategic alignment, and innovative governance drive organisational impact and shape the future of customer-centric business.
PRESENTATION: The Autonomous Future of Customer Interactions
TUESDAY 6th OCTOBER
This session explores how autonomous AI reshapes engagement, anticipates needs, and creates interactions that feel effortless and human. Discover a bold vision for CX, where AI not only supports employees but drives innovation, builds loyalty, and unlocks entirely new ways to connect with customers at scale.
PRESENTATION: The Invisible Contact Centre
TUESDAY 6th OCTOBER
In this session, Ralf Hattler, Senior Vice President of Customer Support and Aftersales at BMW Group, will explore how they are bringing their vision of an 'invisible contact centre' to life. Discover how BMW leverages a proactive care strategy, using real-time vehicle data and predictive intelligence to anticipate and resolve customer needs before they even arise.
PRESENTATION: Customer Engagement in 2030
WEDNESDAY 7th OCTOBER
Explore what customer engagement will look like in 2030, from increasingly proactive, personalised experiences to intelligent, autonomous systems. Discover how organisations can prepare for this massive shift while keeping the human element central to creating meaningful interactions.
PANEL DISCUSSION: The Strategic Reinvention of Customer Service
WEDNESDAY 7th OCTOBER
Hosted by Maryam Moshiri and featuring leaders from Kraft Heinz and Nationale-Nederlanden, this panel explores how organisations are redesigning service operating models to create value, resilience, and insight. Speakers will discuss how service functions can become revenue drivers, intelligence hubs, and trusted customer advocates within the organisation.
READY TO FUTURE-PROOF YOUR STRATEGY?
Don’t miss a single session, speaker announcement, or networking opportunity. Download the full summit agenda today to access detailed session breakdowns, speaker profiles, and exclusive interactive features designed to give your organization a distinct competitive advantage.
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