In today’s digital-first consumer landscape, offering consistent and tailored experiences is table stakes for brands of all sizes across the B2C and B2B divide. Being in the right place, at the right time, with the right touchpoint is critical. Indeed, any interaction that falls short of expectations could lead to...

We are excited to share with you “Contact Centre of the Year”: Peeling Back the Curtain. This interview takes place with Paul Greenwood, Customer Service Director at Ocado Retail. Poor levels of customer service are costing UK businesses a reported £11.4 billion a month in wasted productivity – a quite...

Consumers now have unwavering expectations for immediate resolution and support from brands they engage with. This compels business leaders today to re-evaluate their support methodologies to adopt new tools, technologies and tactics to cater to this new age of the connected and empowered consumer. However, building and implementing these tools...

With customers having an ever-widening choice of goods and services, improved access to information, and more opportunities to share their experiences, ethical customer service is becoming increasingly important for a business’s survival. CCW Europe’s digital partner, CCW Europe Digital, sat down with Kayle Rattigan, Head of Customer Service at Sky...

As customer management leaders head into 2023, they face very different customer behaviours and expectations to those of just two years ago. The global COVID-19 pandemic and the rising use of technologies such as artificial intelligence, robotic automation, and the cloud, have all posed new challenges for business leaders to...

Customers are increasingly expecting companies to authentically reflect their values in all aspects of their customer management journeys. This can range from keeping customers well-informed of a new product or service, building deep emotional connections with customers, or keeping customer data safe. In this exclusive session from CCW Europe’s March...

Delivering a positive customer experience requires balancing technology – that removes friction and saves time – with human customer service agents who can provide empathy and better solve complex issues. In this exclusive presentation captured at CCW Europe’s November 2021 Exchange event, Anna Cook, Managing Director of Service at Sky,...

In this post-show report, we will review some of the highlights from November 2022's CCW Europe Exchange UK and look ahead to what’s in store for the Next edition of the Exchange in March 2023. Within this piece you will gain insights into:Key topics discussed at the CCW Europe Exchange...

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