Customer Contact Europe

United States

Digital transformation is ushering in an era of unprecedented change in customers, organisations, employees, and most importantly, customer contact and customer service. The customer experience you deliver is of paramount importance to your organisation’s market leadership. Ignore this at your peril.

Today's consumer has complex needs. Automation is accelerating and organisations are now shifting their focus from labor-intensive communication services to a more diversified set of platform-based, technology-driven services. Your future workforce will be radically different. Amidst all this disruption, innovation, and consumer upheaval comes the unabated demand for you and your team to be operationally efficient and effective in taking your customer service and experience to the next level. Join us in Dublin to plan for the “must have” people, process, and technology you need in order to meet the expectations placed on you by your customers and by your senior management.

Register now to ensure your spot among savvy customer service, customer experience, customer contact, and call centre executives convening in June to collaborate on leading their organisations into the future.

For further information or to register, call Alan Bowman at +44 1865 398 644, or email him at


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Agenda Highlights

The 2018 Program Schedule will be released within the coming months.

For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at

2017 Keynotes featured:

Keynote - Botman vs. Super Agent: The Future of the Contact Centre

Nicola-Millard.jpgDr. Nicola Millard
Head of Customer Insight & Futures
BT Global Services Innovation Team

Capstone - The E.ON Advocacy Journey to Delivering Brilliant Experiences

Olivier-Mourrieras.jpgOlivier Mourrieras
Vice President Global Customer Experience

Case Studies & Executive Insights

Case History: Becoming Customer Centric: How Customer Services Can Inspire Progress and Generate Change in the Organisation

Success Story: Creating and Delivering an Effortless Customer Experience

Success Story: Customer Experience in the Millennials' Age

Success Story: Driving Front Line Behaviour to Install Customer Oriented Change

Frost & Sullivan Visionary Insight: Progressive Technology and the Changing Nature of Customer Engagement

Interactive Collaboration Zones


Customise your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1: Elevating the Customer Journey and Experience
Zone 2: Navigating Channel Advancements
Zone 3: Achieving Organisational Outcomes

Roundtables - Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1: Living the Customer Journey: Pinpointing and Acting on “Moments of Truth”
Zone 2: Self-Serve: Strengthening Effectiveness, Improving Experience
Zone 3: Global Customer Care: Delivering Consistency of Service Across Product Lines and Geographies

ThinkTanks - ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1: Building Capabilities to Deliver a Personalised Customer Experience
Zone 2: Advancing Social Channels: Customer Dialogues, Communities, and Advocacy
Zone 3: Loyalty, Retention, Revenue: Driving Customer Outcomes using Predictive Analytics

Mindshares - Mindshare sessions bring together a panel of subject-matter experts to tackle and discuss real-world business challenges and problems

Choose one of the following zones:

Zone 1: Aligning Voice of the Customer (VoC) & Voice of the Employee (VoE) with Business Objectives
Zone 2: Reinventing Chat as a Channel

Peer CouncilsPeer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following zones:

Zone 1:  Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives
Zone 2:  B2B Nuances:  Raising the Bar on Service Levels

Expert Panels

Insights and Ideas Roundup: Implementing the Best, Brightest and Boldest Ideas from the Program

Site Tour

Emirates Customer Contact Centre Site Tour and Executive Roundtable on Being Human: Making Emotional Connections in a Digital Economy


Budapest Taste & Tour Check In - Join us for a unique experience of Budapest’s historic centre and its deeply rooted local traditions.  Live like a Hungarian and explore their daily rituals; enjoy the warmth and beauty within some of the well known edifices.

Participant Meet 'n' Greet - This end-user/participant activity is your opportunity to identify right out of the gate – those peers who share challenges similar to your own. It's a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

Networking Reception and Event Kickoff - Meet and greet your fellow peers and colleagues while enjoying a little conversation & cocktails!

Networking ReceptionMix and mingle with your fellow peers and colleagues before we embark on the Dine Around Budapest!

Meet in Hotel Lobby for Dine Around Budapest Departure - Take networking a step further and join us as we venture to Budapest's culinary hot spots to see the town and taste the local cuisine.  A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting!


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