CCW Europe Digital

Industry Insights from Ant Morse at Virgin Media O2 Add bookmark By: CCW Europe Digital, Antony Morse Expanding on the session he led at CCW Europe’s Exchange in March 2023, Director of Innovation at Virgin Media O2, Ant Morse shares his insights on the future of innovation and its impact on customer experience (CX).

Gain valuable insights into the obstacles and challenges that customer contact leaders face in establishing meaningful and long-lasting connections with customers in this new age Add bookmark We respect your privacy, by clicking "Access Key Insights Here" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object.

Trust is increasingly becoming the currency of loyalty, engagement, and experience for customers. Discover three ways to design a culture of trust between brands and customers. Add bookmark Businesses today face a tricky dilemma; they must win customers' hearts by creating meaningful and personalised experiences, but to do it well, vast amounts of customer data must be collected.

Rona Ruthen, Director of Customer Operations at Monzo shares insights behind why Monzo is a successful FinTech challenger bank Add bookmark The noughties were an exciting decade for customer experiences in banking. Disruptors emerged to challenge the traditional ways of managing finances and digitalisation increased to open up a range of opportunities for engagement.

Donna Moore, Country Digital and Business Development Manager at IKEA explores how the Swedish chain’s big move to London’s city centre is signalling a major shift in the retail industry’s customer experience Add bookmark With the opening of IKEA's first "micro-store" in London Hammersmith in February 2022 and their upcoming move to London Oxford Steet to replace the iconic Topshop storefront, IKEA is entering into a new high street era to improve the accessibility of their products for their...

Die konkreten geschäftlichen Auswirkungen einer überlegenen Kundenerfahrung (CX) sind bekannt – reduzierte Kundenabwanderung, größerer Markenwert und verbesserte Kunden- und Mitarbeiterzufriedenheit, um nur einige zu nennen. Das eigentliche Know-how, um einen utopischen CX-Zustand zu erreichen und langfristig erfolgreich zu sein, wird jedoch noch erprobt und getestet.

A well-designed customer service approach requires a shift in organisational processes, tools, and culture – discover the steps for putting CX at the core of your organisation’s operating model Add bookmark By: CCW Europe Digital, Emily Uwemedimo The tangible business impacts of a superior customer experience (CX) are known – reduced customer churn, greater brand value, and improved customer and employee satisfaction, to name a few.

It’s the quitting trend that just won’t quit – discover how organisations can tackle talent trends and help employees seek value and purpose at work Add bookmark ‘Tis the season of year reviews. Employee churn is up. Engagement is down.

Creating meaningful experiences are more important than ever, but achieving the “utopian experience” has never been more challenging as businesses grapple with a storm of soaring calls, talent shortages, rising customer expectations, and decades-high inflation.