CCW Europe 2021

Navigating and Innovating In a Volatile Business Environment


David Coulthard
MBE Former Formula One Driver
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Mark Billingham
Group Customer Care & CX Director
Benjamin Durand-Servoingt
Chief Operating Officer
Neill Brookman


October 26, 2021


October 26, 2021


Online Event   View map

Navigating and Innovating In a Volatile Business Environment

You would be hard-pressed to find a business that hasn’t endured significant operational turmoil in the past year. In the world of customer contact, conditions are stabilizing in places. Many CX leaders have thrown their leadership books out the window to reach for entirely new and innovative ways of working. Agents have shown incomprehensible resilience and skill, and digital transformation has accelerated years ahead of prediction.
Now, as the dust begins to settle, we emerge with multiple learnings under our belts. But for many businesses across Europe, decisions on an endemic-sound operating modelhybrid workforce strategy, and future resource and capacity modeling are surrounded by question marks. For some sectors, planning for the future is still near impossible.
This October, CCW virtual returns to provide the customer contact community with the strategies and solutions you need to navigate a volatile business environment. From the 26th-27th, we invite you to share and connect on cross-industry lessons to accelerate growth and realize your 2030 contact center transformation goals by 2022.