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        <pubDate>Mon, 21 Sep 2026 03:28:24 +0000</pubDate>
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                <title><![CDATA[Designing CX for the Moments That Matter]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/designing-cx-for-the-moments-that-matter?utm_medium=RSS</link>
                <description><![CDATA[ When the easy work disappears, what remains for people? Mark Devlin of Lloyds Banking Group discusses the role of human judgement and empathy in modern CX. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/designing-cx-for-the-moments-that-matter?utm_medium=RSS</guid>
                <pubDate>Wed, 09 Sep 2026 13:30:05 +0000</pubDate>
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                <title><![CDATA[When the Customer Voice Reaches the Boardroom]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/when-the-customer-voice-reaches-the-boardroom?utm_medium=RSS</link>
                <description><![CDATA[ UKHO’s Johanna Marks breaks down how customer intelligence can improve service performance, influence product direction, and strengthen customer-centricity. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/when-the-customer-voice-reaches-the-boardroom?utm_medium=RSS</guid>
                <pubDate>Wed, 09 Sep 2026 10:11:48 +0000</pubDate>
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                <title><![CDATA[Rethinking Work in the Age of AI]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/rethinking-work-in-the-age-of-ai?utm_medium=RSS</link>
                <description><![CDATA[ Dr. Hady Khalaf of Bel Group explores how AI is reshaping work and leadership, alongside the challenge of balancing innovation with governance. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/rethinking-work-in-the-age-of-ai?utm_medium=RSS</guid>
                <pubDate>Fri, 11 Sep 2026 14:04:03 +0000</pubDate>
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                <title><![CDATA[AI in Essential Services: Balancing Operational Excellence with Human Judgement]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/ai-in-essential-services-balancing-operational-excellence-with-human-judgement?utm_medium=RSS</link>
                <description><![CDATA[ Listen to EDF’s Tom Appleton explore how the energy provider is embedding AI while balancing operational excellence, customer trust, and human judgement. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/ai-in-essential-services-balancing-operational-excellence-with-human-judgement?utm_medium=RSS</guid>
                <pubDate>Fri, 11 Sep 2026 13:55:49 +0000</pubDate>
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                <title><![CDATA[The Architecture of Guest-Centric Digital Experiences]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/the-architecture-of-guest-centric-digital-experiences?utm_medium=RSS</link>
                <description><![CDATA[ Zack Wragg of Merlin Entertainments shares practical insights on scaling personalisation, data governance, and digital product leadership. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/the-architecture-of-guest-centric-digital-experiences?utm_medium=RSS</guid>
                <pubDate>Wed, 15 Jul 2026 13:45:05 +0000</pubDate>
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                <title><![CDATA[Social Media: The CX Blind Spot in Plain Sight]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/social-media-the-cx-blind-spot-in-plain-sight?utm_medium=RSS</link>
                <description><![CDATA[ Katy Howell explains why social is becoming a critical CX blind spot – and how leaders can turn customer conversations into competitive advantage. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/social-media-the-cx-blind-spot-in-plain-sight?utm_medium=RSS</guid>
                <pubDate>Fri, 11 Sep 2026 14:13:25 +0000</pubDate>
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                <title><![CDATA[The Organisational Advantage of Customer-First Thinking]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/the-organisational-advantage-of-customer-first-thinking?utm_medium=RSS</link>
                <description><![CDATA[ The Estée Lauder Companies’ Karen Ehrlich discusses customer-first strategy, integrated marketing, and the organisational choices behind enduring brand growth. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/the-organisational-advantage-of-customer-first-thinking?utm_medium=RSS</guid>
                <pubDate>Wed, 15 Jul 2026 15:10:08 +0000</pubDate>
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                <title><![CDATA[The Shift From Product-Led to Insight-Led Marketing]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/the-shift-from-product-led-to-insight-led-marketing?utm_medium=RSS</link>
                <description><![CDATA[ Eve Kolesova reveals how Henkel is transforming customer understanding into stronger propositions, smarter decisions, and commercial value. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/the-shift-from-product-led-to-insight-led-marketing?utm_medium=RSS</guid>
                <pubDate>Wed, 15 Jul 2026 12:53:24 +0000</pubDate>
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                <title><![CDATA[How Abbott Lyon Scaled Customer Experience Without Scaling Cost]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/how-abbott-lyon-scaled-customer-experience-without-scaling-cost?utm_medium=RSS</link>
                <description><![CDATA[ Abbott Lyon grew business by 20% without adding a single penny to service costs. Jason Richardson explains the philosophy and framework behind it. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/how-abbott-lyon-scaled-customer-experience-without-scaling-cost?utm_medium=RSS</guid>
                <pubDate>Fri, 11 Sep 2026 13:56:47 +0000</pubDate>
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                <title><![CDATA[Tommy Hilfiger: Balancing Global Reach with Local Impact]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/tommy-hilfiger-balancing-global-reach-with-local-impact?utm_medium=RSS</link>
                <description><![CDATA[ Alex Langlois outlines how Tommy Hilfiger blends global brand consistency, local strategies, and innovation to engage consumers in a fast-changing fashion world ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/tommy-hilfiger-balancing-global-reach-with-local-impact?utm_medium=RSS</guid>
                <pubDate>Mon, 18 May 2026 16:27:55 +0000</pubDate>
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                <title><![CDATA[Unpacking the Guiding Principles Behind CX Excellence]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/unpacking-the-guiding-principles-behind-cx-excellence?utm_medium=RSS</link>
                <description><![CDATA[ CCW Europe Summit 2025 host, Maryam Moshiri, describes her key takeaways from the event - from leadership lessons to the importance of human-centred service. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
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                <pubDate>Mon, 18 May 2026 16:30:36 +0000</pubDate>
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                <title><![CDATA[The BPO Approach Powering TUI’s Customer Service]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/the-bpo-approach-powering-tuis-customer-service?utm_medium=RSS</link>
                <description><![CDATA[ Leo Ooms explains how TUI’s customer care is evolving fast through strategic BPO integration and a programme of continuous innovation. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/the-bpo-approach-powering-tuis-customer-service?utm_medium=RSS</guid>
                <pubDate>Mon, 18 May 2026 16:16:00 +0000</pubDate>
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