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.
As we hurtle toward the end of 2024, we can look back on this year as one dominated (again!) by conversations around AI and digital transformation. Indeed, they were the two themes that consumed our content calendar and here, in true December round-up fashion, we bring you the seven most popular pieces on our site over the last 12 months. Among them, we have an exclusive report dissecting AI investment trends, a whitepaper exploring the need for technical customer support, a video podcast with the Global B2C CX Lead at Shell, and a raft of interviews with industry thought-leaders.
Happy viewing ⬇️
AI in CX: The Practicalities of Implementation
Uncover how top brands are harnessing AI technology
The AI revolution has arrived, and CX leaders are feeling the pressure to act. Indeed, AI is no longer a “nice-to-have" – rather it’s a game-changer driving real results. So, how are brands starting their AI journey? Where are they investing? What’s working right now? This report offers some answers to those questions. Based on insights gathered from over 100 customer management executives, it provides a broad picture of a perpetually changing, highly nuanced space.
Navigating AI Adoption: The Build versus Buy Conundrum
An interview with Paul Cooper (formerly takepayments) and Dan Allen (NRLA)
As AI investment becomes vital for CX excellence, industry leaders face a pivotal choice: build bespoke solutions in-house or buy ready-made alternatives. In this interview (our most-read in 2024), we speak with two experts who have gone down opposing paths: Paul Cooper, the former Head of Technology Delivery at takepayments (in the build corner), and Dan Allen, the Deputy Director of Landlord Support at the National Residential Landlords Association (in the buy corner). Together they explore the pros and cons of each approach.
Conversational AI in Action
A video podcast with Pierluigi Bosco (Shell)
Meeting today’s sky-high consumer demands has become a daunting challenge for brands, while rising contact rates and agent attrition are creating a bottleneck in support capacity. One solution breaking down some of those barriers is conversational AI and one brand that has successfully rolled out the technology is global conglomerate Shell. In this podcast, we speak with Pierluigi Bosco, the driving force behind its implementation at the company, about how to build a compelling AI use case.
The Future of Leadership: Adapting to AI and Innovation
An interview with renowned thinker Terence Mauri
What is leadership in today’s era of disruption?
Traditional management practices no longer measure up. As technology reshapes customer engagement, brands must embrace agility, innovation, and a fresh approach to leadership. The old playbook has reached its limits – success now demands bold strategies and a willingness to unlearn. Here, Terence Mauri – global keynote speaker and a best-selling author – dives deep into the pillars of modern leadership and how businesses can navigate AI’s transformative potential.
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Technical Customer Support
A hidden revenue and loyalty creator
With customer loyalty dwindling, first contact resolution (FCR) – the ability to solve problems at the first time of asking – has become one of the cornerstones of exceptional service. But how are support leaders tackling this challenge? In collaboration with GoTo, we surveyed members of the CCW Europe community to find out. This whitepaper highlights the findings alongside a some practical tactics designed to help customer support teams improve their FCR rates.
Air Up’s Strategy for Customer-Centric Success
An interview with Thomas Staudte (Air up)
Health and wellness is big business these days. Consumers are taking greater control over their wellbeing, and they’re prepared to back the brands that can meet their needs with effective, sustainable, scientifically proven products or services. Enter Air up, a German start-up revolutionising hydration with refillable bottles that flavour water using scent alone. Their technology is groundbreaking, and so, too, is their approach to connecting with their audience. Here, Air Up’s Head of Customer Engagement Thomas Staudte unpacks some of their strategies.
A Blueprint for Building a Digital-First Culture
An interview with Joanne Kennedy (Sanofi)
The role of Chief of Staff, long established in politics and the military, is now a powerhouse position in the private sector. In this interview, Joanne Kennedy – Chief of Staff to the EVP of R&D at Sanofi – offers a rare glimpse into this dynamic role. She shares how she drives AI and digital transformation and how businesses can combat digital fatigue by fostering psychological safety and quashing imposter syndrome.
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Until next time!
Simon Hall
Industry Analyst | CCW Europe Digital