What Not to Miss at CCW Europe Summit 2025

It’s almost time for Customer Contact Week Europe, due to take place on 6th-8th October 2025 at Hôtel Mövenpick & The Passenger Terminal, Amsterdam, Netherlands. (Find out more on their website.)

To help prepare you for what’s coming up, here’s a quick round-up guide, so you can make the most of your visit…

Join 100+ speakers, including leaders from:

Thomas Cook – Alan French, CEO
Accor – Mengxin Wang, SVP, Guest Engagement, Care & Contact Centers
Handelsbanken – Malin Lignell, VP Digitalisation & Innovation
Google, Nespresso, AXA, Nestlé Nespresso
And more…

Here Are 3 Panels You Won’t Want to Miss…

Only got time to sit in 3 panel discussions? Here’s our ultimate shortlist…

Panel Discussion: Uniting Teams to Deliver Holistic Customer Engagement & Seamless End-To-End Experiences

Learn how leading organizations are breaking down internal silos to create more agile, aligned, and cross-functional teams focused on delivering cohesive customer and employee experiences.
Discover how strategic personalization and intelligent use of data can inform proactive engagement across the full customer lifecycle, from onboarding and activation to loyalty and retention.
Understand how to build engagement strategies that drive not just short-term metrics, but long-term value, trust, and brand advocacy.

Alex Langlois, Global Senior Manager | Brand Strategy (Insights & Foresights), PVH
Dina Awwad, Head of Customer Experience & Care, MediaMarkt Benelux
Jantine van Bloois, Customer Growth & Retention Director, Moonpig
Hosted by: Maryam Moshiri, Chief Newsreader, BBC

Panel Discussion: Winning With AI: How To Drive Digital Transformation With Purpose

Explore the importance of aligning AI initiatives with your organization’s core values and customer-centric approach to ensure ethical and effective implementation.
Understand how to foster a culture of innovation that encourages collaboration between technology teams and business units, facilitating seamless digital transformation.
Learn from real-world examples of how business leaders have navigated the challenges of AI adoption, balancing technological advancements with the human touch that defines their customer relationships.

Malin Lignell, VP Digitalisation & Innovation, Handelsbanken 
Abhineet Kesarwani, Regional Director – Customer Value & Experience, Digital, Lyca Mobile
Parsia Tayyebi, Global SVP, Head of Digital Product & CX, E.ON Drive
Hosted by: Alan Ranger, Vice President Marketing, Cognigy

Panel Discussion: Innovating Across Touchpoints To Create Seamless, Engaging Experiences

Learn how to leverage innovation in your customer service, sales, and marketing strategies to drive engagement.
Understand the role of seamless integration in ensuring consistency and continuity across channels.
Get actionable insights on building an engagement strategy that adapts to evolving customer needs.

Dr. Anna Selent, Director of CX Digital Transformation, Siemens
Alexandra da Silva Rodrigues, Global Head of Reservation Services, Generator
Marc van Eijs, Director Customer Contact Technology, Air-France KLM
Hosted by: Andrew Pattie, CX Solution Director Northern Europe, Sprinklr

Who to Look Out For…

Aspect

Team Aspect will be in Amsterdam for CCW Europe! On stand they’ve got their latest WFM innovations, alongside their team of product experts. If you fancy talking about everyone’s favourite workforce management problems and how leading CX leaders are solving them, stop by to say hallo!

Assembled

Assembled is making its debut at CCW Europe! The company powers support orchestration for leading brands like Glovo, Taskrabbit, and Canva – bringing AI agents, BPOs, and human agents together on a single platform.

You can stop by booth #14 to catch live demos showcasing how Assembled enables smarter forecasting, real-time workforce management, and better customer experiences. You can also pick up some fun swag, including “Undercover AI Agent” hats and all-in-one multi-tools.

NiCE

On Day 1, NiCE will host a workshop with their strategic partner Orange Business:

Scaling CX Automation: Why Most Initiatives Fail – And How You Won’t

Monday 6th October, 11:05-12:20, Track B

AI has flooded the CX space – but scaling it remains the biggest roadblock.

Data & organizational challenges limit the ability to capitalize on the potential of CX AI at scale. That’s why this hands-on workshop, co-hosted by NiCE and Orange Business, gives you the tools and mindset to break through.

Uncover the hidden barriers that keep AI use cases from scaling across CX environments.
Collaborate in roundtable discussions to map real-world CX challenges to actionable solutions.
Leave with a practical framework and next steps to implement automation and orchestration at scale.

Richard Bassett, VP CX Automation & AI, NiCE
Rik McCrossan, Head of CX Europe, Orange Business

Puzzel

Visit Puzzel at booth 39 to learn more about their two new AI powered products, designed to help agents handle calls faster, more accurately, and with more empathy:

Co Pilot acts as an agent assistant, providing contextual prompts, process guidance, and instant answers from trusted knowledge bases during live calls.
Live Summary creates editable, CRM ready call notes in seconds, ensuring accuracy, consistency, and compliance.

Together, they automate repetitive admin while keeping people focused on what matters most: listening and solving customer problems. And organizations piloting these solutions have seen wrap ups up to 8× faster, 4× ROI on agent time, fewer errors, and stronger compliance.

Talkdesk

Team Talkdesk is headed to Amsterdam for Customer Contact Week Europe 2025!

Come hang with their CX and AI experts at booth #19 to learn more about how to discover, build, orchestrate, and measure experiences that your customers will love.

The best part?

They’ll be sharing the ins and outs of Talkdesk Customer Experience Automation (CXA), their AI-powered multi-agent orchestration platform that enables you to: