Customer Management Insights: Your Monthly Newsletter
CCW Europe
CCW Europe is a leading online community, hosting Europe's flagship event for customer contact and CX professionals.
Welcome to the July issue of our LinkedIn newsletter. This month we’ve got a selection of stories that dissect how AI is shaping the future of customer management – from unlocking customer support pressures at Shell, to powering enhanced personalisation at Scandinavian Airlines.
Conversational AI in Action
From Concept to Real-World Application
Contact centres are facing a bottleneck in customer support today as contact rates rise while so, too, do agent attrition rates. One solution that can unlock some of the gridlock is conversational AI. And one brand that has successfully rolled out the technology is global conglomerate Shell.
Here, we speak with Shell’s Global B2C Customer Experience Lead Pierluigi Bosco about the challenges associated with leading an AI-based transformation within such a large organisation. The conversation highlights the importance of stakeholder management when building an AI use case and the diligence that must go into vendor selection.
CCW Europe Summit️
What you can expect from the CCW Europe Summit
Outstanding content delivered by 150+ expert speakers. The return of our highly successful Disrupt-a-thon. Interactive workshops. A site visit to the enchanting House of Rituals. AI case studies. A boat party. An F1 simulator. That’s just a taster of what we’ve got in store for guests attending the best European event for progressive customer management leaders – the CCW Europe Summit – taking place in Amsterdam between 7th and 9th October.
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AI at Altitude
Redefining Customer Service in the Airline Industry
For a number of years now, Sutherland and Scandinavian Airlines have been on a multi-faceted AI transformation journey together. And in this episode of In Conversation With CCW Europe, Sutherland’s Naveen Mehta and Scandinavian Airlines’ Mattias Helgesson and Andreas Broberg Henning join forces to discuss what they’ve accomplished thus far and what’s in the pipeline.
Alongside CCW Europe’s Simon Hall, they map out all the foundational pillars on which they’re building their customer-centric AI strategy before examining some key takeaways from the project.
We hope you have enjoyed reading our July Newsletter and look forward to sharing more content with you in our next edition. Meanwhile, head over to CCW Europe Digital to find all of our latest articles, episodes and more…
Until next time!
Simon Hall
Industry Analyst | CCW Europe Digital