CCW Europe Summit takes place 5 to 7 October 2026
More than 850 customer experience, service and customer contact professionals will attend the CCW Europe Summit in October, Europe’s leading event for the customer experience and service sector.
Taking place on 5 to 7 October at Passenger Terminal Amsterdam, the event brings together Europe’s customer contact, CX and digital experience community to learn, share insights and discuss the future of the evolving industry.
The event is hosted by BBC chief newsreader Maryam Moshiri, and features over 250 speakers including CX leaders from Booking.com, Decathlon, ABN AMRO, Philips, Kraft Heinz and Mercedes-Benz AG.
The agenda explores the forces reshaping customer management, from AI and automation to rising customer expectations, operational complexity and the pressure to prove CX value. Across three days, workshops, keynote sessions, peer-led discussions and interactive formats will examine how organisations are scaling AI responsibly, redesigning service models, improving customer journeys, building trust and learning from transformation projects that did not go to plan
Kiera Martin, Executive Director of CCW Europe, says: “While AI is now firmly embedded in many CX departments, the priority for sector leaders has moved from how to implement AI to how it can deliver real commercial impact. As AI spending continues to increase, without the necessary ways to measure and record its impact, CX faces an intention and execution gap where it’s hard to prove ROI and concrete improvements.
“By bringing together the CX community, CCW Europe offers customer contact and digital leaders the chance to approach this challenge, and others, with confidence and skill. As the pace of change accelerates, by sharing best practice, working together and drawing on experience, the event will help attendees implement new approaches and ideas that make customer experiences great for customers and organisations.”
