Giving you the stories and ideas to evolve your customer contact operation.

Grounded in the award-winning projects and teams of those that won at the European Contact Centre & Customer Service Awards, The Exchange is a 3-day virtual event designed to give you access to case studies from organisations that are evolving their operations, progressing their customer experiences and are happy to share what they have achieved that won them Gold.

You will also get to hear sound advice from industry experts who are working with organisations across Europe to support their ambitions to deliver superior customer and colleague experiences.

We’ll be sharing more information for The Exchange 2023 later this year.

08:00-09:00 | About ECCCSA and Exchange

Leigh Hopwood, CEO at the CCMA

09:00-09:30 | The creativity behind Butternut Box customer engagement approach

Harriet Treadwell, Customer Love Director at Butternut Box

Butternut Box: Best Customer Engagement Approach

10:00-10:30 | 3 tech trends influencing future customer contact

Stuart Dorman, Chief Innovation Officer at Sabio

11:00-11:30 | Interview with Jen Turner, ECCCSA Judge

Jackie Pringle, Director of Awards at ECCCSA will interview one of our Lead Judges, Jen Turner , Operations Director at Markerstudy

13:00-13:30 | What makes the Webhelp and adidas outsourcing partnership so successful

Chloe Bolsover, Senior Manager Consumer Service Operations at adidas, Stuart Walker, Global Operations Manager at Webhelp and Jay Fell, Global Account Director at Webhelp

Webhelp and Adidas: Best Outsourcing Partnership (Large)

15:00-15:30 | How this large customer service team delivers for The Very Group

Lucie Child, Strategy Lead, Customer Care at The Very Group and Trish Hadden, Senior Ops Manager at The Very Group

The Very Group: Best Large Customer Service Team

08:00-08:30 | How TTEC run their impressive multi-lingual contact centre

Armen Kirakosian, Global Account Supervisor, Learning & Development at TTEC and Jake Amygdalos, Operations Director/Site leader at TTEC Athens

TTEC Athens: Best Multi-Lingual Contact Centre

10:00-10:30 | What makes Ascensos an outsourcing leader

William Carson, Director of Market Engagement at Ascensos

Ascensos: Outsourced Contact Centre of the Year

11:00-11:30 | Live Q&A with Helen Wilson, Chair of the Judges

Jackie Pringle, Director of Awards, European Contact Centre & Customer Service Awards and Helen Wilson, Global Chief Experience Officer – Customer Experience and Channel Performance at Ipsos

13:00-13:30 | How BGL deployed Artificial Intelligence to reduce fraud

Julia Walker-Smith, Associate Director, BGL Group

BGL Group: Most Effective Deployment of Artificial Intelligence (AI)

14:00-14:30 | A cultural evolution helped Santander be the best large contact centre in Europe

Kerry Beggs, Head of Service Contact Centres at Santander and Michelle Pilsworth, Head of Specialist Contact Centres and Complaints at Santander UK

Santander: Large Contact Centre of the Year

15:00-15:30 | How Dojo redesigned their CX to deliver consistently high CSAT

Georgina Frost, Head of Operational Strategy & Change at Dojo

Dojo: Best Customer Experience Redesign

11:00-11:30 | Interview with Rodney Assock, ECCCSA Judge

Jackie Pringle, Director of Awards, The European Contact Centre & Customer Service Awards and Rodney Assock,Culture and Corporate Social Responsibility Director at LV=

13:00-13:30 | GoCardless, the award-winning small customer service team

Christina Asante, Complaints and Quality Manager at GoCardless and Anu Deshpande at GoCardless

GoCardless: Best Small Customer Service Team

14:00-14:30 | Striking the right omnichannel balance for customers

Dave D’Arcy, Director of Customer Care EMEA at RingCentral

15:00-15:30 | The formula for a great place to work at Paymentshield

Great Place to Work (Small)