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 November issue of our newsletter. This month we have: An exclusive interview with two CX leaders deliberating over the build verses buy decision when it comes to AI adoption, details of the themes we’ll be covering in our upcoming UK Executive Exchange, a sneak peek into some of the data you can find in our latest AI report, and a brief summary of the highlights of our flagship event in Amsterdam last month.
Happy reading ⬇️
Navigating AI Adoption: The Build versus Buy Conundrum️
An interview with Paul Cooper (formerly takepayments) and Dan Allen (NRLA)
As investment in AI becomes increasingly paramount for achieving excellence in CX (more on that below), leaders within the industry are facing a significant decision: whether to develop bespoke solutions in-house or to buy off-the-shelf alternatives.
Here, 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). They explore the pros and cons of each approach and offer critical insights around AI scalability and implementation best practices.
Paul and Dan will be speaking at the CCW UK Executive Exchange in March 2025 alongside other industry thought leaders from the likes of Halfords, Experian, Asda, NatWest Rooster Money, Naked Wines, Revolut, Santander, SmartestEnergy, and Volvo Cars, among many others. Together we’ll be drilling into the fundamentals of CX and unpacking how to create robust and disruptive strategies.
Come and be a part of the conversation.
CCW UK Executive Exchange
12-14 November 2024 | Hilton Syon Park, London
The next CCW UK Executive Exchange is just around the corner.
This closed-door, invitation-only event series offers attendees a chance to build their professional network and hear expert speakers dissect the most pressing issues unfolding in the CX industry. In this upcoming edition, we’ll be diving into how to manage the AI vision versus execution reality gap at the C-suite level, how to differentiate through great CX practices, and how to create a culture that will see transformation through.
Registration for this event has closed, but if you did miss the boat, don’t worry – the next instalment is all set to take place in March. Register you interest below.
AI in CX: The Practicalities of Implementation
Exclusive report packed with actionable insights
A massive 73% of CX leaders say that investing in CX-focused AI technology is currently high on the agenda of their C-suite (21% say very high). Fifty-four percent of brands have already invested in CX-focused AI technology. Those who were once tiptoeing into AI are now embracing it at full scale, transforming their CX operation while driving real, measurable ROI.
Our latest report – packed with data and actionable takeaways – explores how this landscape is developing.
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CCW Europe Summit 2024
An event to remember!
It was a privilege to welcome so many CX visionaries to our flagship event in Amsterdam last month. Together we saw some major firsts, shared some unforgettable moments, and created new professional relationships.
Among the highlights, our Agent of the Future programme brought together top agents for inspiring career coaching; the lead technical negotiator of the EU AI Act Dan Nechita took part in a fireside chat unpacking AI regulation, and the Editor-in-Chief at Vogue Nederland Yeliz Çiçek hosted an inspiring workshop on fostering diversity in the workplace.
We'll be dropping a load of insights from the Summit in our upcoming Post-Show Report. Become a member of CCW Europe Digital to access it first.
Further Reading
What's trending on our site right now
📱 BT Group’s Head of Complaints Operations Rebecca Harvison describes the technology journey she’s on and the make-up of her Abusive Customer Programme.
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🎙️ Sarah Williams of Westminster City Council deconstructs the journey she’s on with customer-facing generative AI.
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💊 Joanne Kennedy - Chief of Staff to the Executive Vice President of R&D at Sanofi - unpacks how to prevent digital fatigue and how to create psychological safety.
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📄 Joint research by CCW Europe and GoTo – built on data collected from members of the CCW Europe community – paints a picture of where the industry stands around FCR.
Find the content of this newsletter valuable? Become a member of CCW Europe Digital too.
Until next time!
Simon Hall
Industry Analyst | CCW Europe Digital