Customer Contact Week Europe 2019 | International Quality & Productivity Center | 7 October 2019 | Beurs van Berlage, Damrak 243, 1012 ZJ Amsterdam, Netherlands

Deliver world class service through intelligent customer contact with a human touch.
CCW Europe – the European flagship of the LARGEST global customer contact event series; the ONLY leadership summit for Europe’s customer contact strategists; a true peer-led event packed with invaluable best practices to best future-proof your customer contact.

Call Center Week Digital with over 100,000 global members reigns as the most significant community, resource hub and advisory for call center and customer experience professionals.

Who attends CCW?
Chief Customer Officer, Chief Operating Officer, Chief Experience Officer, Chief Digital Officer Heads/VPs/Directors/Managers of:
• Customer Transformation
• Customer Contact/Contact Centre/Call Centre
• Customer Experience
• Customer Engagement
• Customer Operations
• Customer Service
• Customer Success
• Customer Innovation & Technology
• Customer Support/Care
• Omni Channel Strategy
• Digital Customer Service
• Service Design
• Service Delivery

2019 Speakers

Ronny Q. Haimé
Vice President - Global Head of Service Delivery, Groupon

Oke Eleazu
Chief Operating Officer, Bought by Many

Eric Vermillion
CRO, Helpshift

Diane Magers
CEO, Customer Experience Professionals Association (CXPA)

Thijs Waanders
Technology Consultant, Cognigy

Simon Separghan
Head of Customer Contact, RBS

Philip Purdy
Head of Customer Services, TV Player

Claudia Belardo
Director, International Customer Experience, SAP Concur

Jann Hoffmann
Head of Contact Centre Operations Management, Danske Bank

Jane McCall
Co-op Service Centre Director, The Co-operative Group

Olivier Mourrieras
Founder, CX-impact

James Dodkins
Founder and Customer Experience Rockstar, ROCKSTAR CX

Alexandra da Silva Rodrigues
Strategic Advisor for Global Contact Centers, Radisson Hotel Group

Kevin Knowles
Global Head of Contact Automation, Vodafone

Tom Vickers
UK Customer Service Country Manager, Audible

Bart van de Sande
Head TB Operations and Commercial Client Services, ABN AMRO

Mark Pavlides
Director of Customer Service, William Hill

Jochen Heidenberger
Head of Customer Care, Tourlane

Dr. Nicola J. Millard
Head of Customer Insight and Futures, BT Global Services Innovation Team

Mario Middendorp
Head of Global Customer Care at VEON Wholesale Services, VEON

Jean-Pierre Beelen
Principal Consultant Customer Business Innovation, KPN

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

Jan Smets
Director Retail and Customer Care, Bpost

Petra Mengelt
Head of B2B - Business Relations, Mash

Annamária Tóth
Process Automation Manager, Digital Transformation CoE, A1 Telekom Austria Group

Helen Gillett
Managing Director, Affinity for Business

Dirk Moreno
Vice President Customer Experience, GetYourGuide

Jacobo Dominguez-Blanco
Vice President of Customer Experience & Operations, Cabify

Arancha Martín
Global Contact Center Manager, Telefónica

Martijn Franssen
Director Digital Transformation Customer Service, KPN

Oliver MacDonald
Director of Customer Operations, CarRentals.com

Ian Pattle
General Manager, Customer Service and Strategy, Ocado

Chris Carmichael
Innovation Lab Manager, TUI Destination Experiences

Roberto La Rosa
Global Head of Customer Experience & Back office, The Level Group

Dominik Bauersch
SVP Digital Business & Transformation B2B, Deutsche Telekom

Onno Hoffmann
VP Special Operations & Innovation, Deutsche Telekom

Ramón Delima
Vice President; Managing Director, Air France - KLM; Cygnific

Martin Hill-Wilson
Customer Service, CX & AI Engagement Strategist, Brainfood Extra

Melanie Stemerdink
Dedicated Engagement Officer, FINTREX

Martin Ratolistka
Chief Data & Automation Officer, Kiwi.com

David Rawley
Customer Improvement Manager, Direct Line

Alex Mead
Customer Service and Experience Director, Edrington & ATPI

Nathan Turner
Lead Customer Service Manager, Zynga

Christoph Neut
VP Sparkcentral Europe NV, Sparkcentral

Stefan van der Fluit
Manager, PolyAI

Jochen Sadlers
Head of Digital Customer Experience, Schneider Electric

Tobias Vögtlin
Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer, Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)

Ted Hunting
Senior Vice President of Marketing, Bright Pattern

Riccardo Osti
CEO, Wonderflow

Mark Eldridge
Chief Customer Officer, PostNL Cross Border Solutions

Taner Karacan
Vice President, Customer Experience Operations, FedEx Express

Bruce Daisley
VP, EMEA, Twitter

Teon Rosandic
Vice President EMEA, Talkdesk

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

Mirjam Van Den Berg
Vice President Customer Operations, Travix

David Whiteside
Head of Operations, Onefinestay

Ohad Barnoy
VP Customer Success, Kryon

Ian Payne
Workforce Manager, TripActions

Dor Haim
Professional Services Manager, Kryon

Gerard Nijboer
Product Manager, Sound of Data

Rosaria Cirillo Louwman
Human Experience Advisor & Happiness Change Catalyst, Wow Now

Markus Wagner
CEO, Chatvisor

Arnaud Cavé
Product Marketing Director, Kiamo

Cyrella Hofman
CX Program Manager, DHL Express

Dee Nilles
Business Program Director, GamEffective

2019 Partners & Sponsors

• Blue Prism
• SAP Nederland B.V.
• BICS
• Bold360 by LogMeIn
• Zendesk
• Helpshift
• Bright Pattern
• Zoho Corporation
• Sparkcentral
• Wonderflow
• Talkdesk
• GamEffective
• Kryon
• Unbabel
• Manifone
• Cognigy
• Klaus
• Kiamo
• FLX Solutions
• Yabber
• giosg
• CX Company
• Scottish Development International
• ZOOM
• Chatvisor
• Poly AI
• Altar
• Mediatel Data
• Sound of Data
• ServiceNow
• Evolve IP