Customer Contact Week (CCW) 2018 | International Quality & Productivity Center | 12 March 2018 | Hilton Glasgow, 1 William Street Glasgow G3 8HT UK

The #1 customer care event in the world, offers participants education and information to help make crucial decisions on customer contact strategies.

For the first time the European community experienced Customer Contact Week, THE destination for customer care, service and experience professionals to learn, get inspired and make long lasting relationships. The delegates left invigorated and prepared to make immediate improvements to their contact centre, and were armed with new contact to call on.

2018 Speakers

Onno Hoffman
Vice President, New Products & Services, Deutsche Telekom

Helen Gillett
Managing Director, Affinity for Business

Mark McEwen
General Manager Customer Services, Scottish Water

Oke Eleazu
Chief Operating Officer, Bought by Many

James Leech
Head of Digital, Technology & Change, Sainsbury’s Retail, Sainsbury’s Argos & Habitat Customer Management Centres

Tracy Kellaway
Head of Contact Centre, Estee Lauder

Ross Jackson
Vice President
Customer Transformation & Innovation, Mimecast

Jann Hoffmann
Head of Contact Centre Operations Management, Danske Bank

Yuval Dvir
Global Online Partnerships, Google Cloud

Marion McDonald
Former SVP
Global Head of Operational Services, Global Contact Centres, AIG

Nathan Turner
Customer Service Manager, Jagex

Philip Purdy
Customer Services Director Europe, Travelzoo

James Dodkins
Principal Consultant, BP Group

Caroline Collins
Senior Consultant, EIG

Ahmed Furkan Gul, Digital Business Development Manager, Turk Telekom

David Attwater
Senior Scientist, EIG

Claudia Belardo
Director, International Customer Experience, SAP Concur

Colby Parrott
Senior Program Manager, SurveyMonkey

Jane McCall
Executive Transformation & Change Director, The Co-operative Group

Jason Roberts
Head of Contact Centre Operations, Dixons Carphone

Einar Michaelson
Process Analyst & RPA Specialist, Santander Bank

Jo Mayes
Customer Operations Director, Business Stream

Leo Ooms
Director Customer Services, TUI Benelux

Hui Wu-Curtis, Senior Director, Global Customer Care Strategy, Choice Hotels International

Annamaria Toth
Sales and Customer Service Manager, Telekom Austria Group

Bridie Holowkiewicz
Head of Customer Relations Contact Centre, TransPennine Express

James Rolfe
Director of finance, resources & customer services, Enfield London Borough Council

Claire Carroll
Head of Member and Customer Services, The Co-operative Group

Jan Smets
Director Retail and Customer Care, bpost

Raymond Loehr
Director Operations and Strategy, Vodafone

Greg Reed
CEO, HomeServe Membership

Scott Barker
Head of Customer Care, Missguided

Erik Mosch
Senior Director Product Management Passenger Services, Lufthansa Group Airlines

Dirk Moreno
Vice President Customer Experience, GetYourGuide

Simon Johnson
General Manager UK&I, Freshworks

Martin Sassenfeld
Director Product Development Customer Services, Lufthansa Group Airlines

Bart Meerdink
Strategy Director, Insided

Anthony Simpson
Customer Experience Manager, Allied Vehicles

Neil Titcomb
Head of Sales UKI & South Africa

Andrea Ayres
Senior Manager, Automated Services, Lloyds Bank (UK)

Aoife Burke
Head of Customer Contact Enablement, AIB

Guy Kirkwood
Chief Evangelist, UiPath

Martijn Franssen
Director Digital Customer Service, KPN

Caroline Black
Head of Customer Strategy & Experience, Business Stream

Nick Muir
Head of Analytics, RBS

Alex Walton
Vice President Europe, Arise Virtual Solutions

Pether Jonsson
Group Vice President, Head of Customer Experience, ABB

John Heald
Global Vice President Solution and Strategy, SAP Hybris Service

2018 Sponsors

• Amazon Web Services
• Content Guru
• Freshworks
• inSided
• Mediatel Data Company
• Noble Systems
• PCI Pal
• SAP Hybris
• Service Now
• Sound of Data
• Ui Path
• [24]7.ai

2018 Partners
• Scottish Development International (SDI)
• Highlands and Islands Enterprise (HIE)