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        <pubDate>Thu, 16 Jul 2026 20:13:16 +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>Wed, 15 Jul 2026 11:19:40 +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>Wed, 15 Jul 2026 11:02:04 +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>
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                <pubDate>Mon, 18 May 2026 16:16:00 +0000</pubDate>
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                <title><![CDATA[Navigating AI Adoption Against Europe’s Regulatory Landscape]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/navigating-ai-adoption-against-europes-regulatory-landscape?utm_medium=RSS</link>
                <description><![CDATA[ Cristina Conti of Google Cloud unpacks how EMEA businesses can scale AI responsibly, embedding it into core operations while staying compliant. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
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                <pubDate>Mon, 18 May 2026 16:25:51 +0000</pubDate>
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                <title><![CDATA[The AI Playbook Transforming CX at Commerzbank]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/the-ai-playbook-transforming-cx-at-commerzbank?utm_medium=RSS</link>
                <description><![CDATA[ AI is redefining banking. Commerzbank’s playbook shows how governance, literacy, and innovation combine to deliver real customer impact. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
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                <pubDate>Mon, 18 May 2026 16:15:06 +0000</pubDate>
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                <title><![CDATA[Inside the Omnichannel Evolution of SEAT and CUPRA]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/inside-the-omnichannel-evolution-of-seat-and-cupra?utm_medium=RSS</link>
                <description><![CDATA[ Johannes Brott reveals how SEAT and CUPRA are using AI and a reimagined omnichannel approach to elevate their customer care to new levels. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
                <guid>https://europe.customercontactweekdigital.com/customer-experience/videos/inside-the-omnichannel-evolution-of-seat-and-cupra?utm_medium=RSS</guid>
                <pubDate>Mon, 18 May 2026 16:06:46 +0000</pubDate>
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                <title><![CDATA[Quality as Strategy: How Hapag-Lloyd AG is Shaping CX]]></title>
                <link>https://europe.customercontactweekdigital.com/customer-experience/videos/quality-as-strategy-how-hapag-lloyd-ag-is-shaping-cx?utm_medium=RSS</link>
                <description><![CDATA[ Ullas Wadhwa reveals how Hapag-Lloyd AG is redefining quality, digital innovation, and customer-centric leadership within global shipping. ]]></description>
                <author><![CDATA[ simon.hall@iqpc.co.uk (Simon Hall) ]]></author>
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                <pubDate>Mon, 18 May 2026 16:08:21 +0000</pubDate>
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