Headline Partner


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 2022, The Exchange 2023 was 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 (and we had a couple of Silver winners too). You can catch up on all the recordings below.
The Exchange will be back in 2024 after the winners of the 2023 European Contact Centre & Customer Service Awards are announced in November.
Day 1
RingCentral: Rethink your critical business communications
With Dave D’Arcy, Senior Director EMEA Customer Care at RingCentral
Three Ireland: A genuine omni-experience that customers love
Gold: Best Customer Experience
With Ronan O’Neill, Director of Service at Three Ireland
Global Bilgi: Crisis management in unprecedented times
Silver: Best Crisis Management Approach
With Yuliia Petrochecnko, Operational Director at Global Bilgi and Bohdan Lysenko, Business Development Specialist at Global Bilgi
Webhelp: Moving from transactional to transformational Quality Assurance
Gold: Best Supporting Team (Customer)
With Jaimie-Lee Stewart, Director – Quality & Customer Experience at Webhelp and Jessica Heeley, Head of Quality and Customer Experience UK at Webhelp
Virgin Media and Intradiem: How technology empowers agents and impacts CX
Gold: Most Effective Application of Technology (EX)
With Faye Herring, WFM Manager at Virgin Media and Matt Rumins, EMEA Head of Account and Success Management at Intradiem
IntouchCX: Starting from scratch: What a new contact centre would do
Gold: Best New Contact Centre
With Mary Flynn, SVP Global Program Strategy at IntouchCX
Day 2
Simply Contact: Ukraine – Operating under adversity
Gold: Best Crisis Management Approach
With Konstantin Ryzhov, Co-Founder and CEO at Simply Contact
Gousto: Creating a cutting-edge customer centric culture
Gold: Best Customer Centric Culture and Most Effective Automation Implementation
With Joe Quinlivan, Head Of Customer Care at Gousto
Bupa: Look after you people, and they will look after your customers
Gold: Best Supporting Team (Colleague)
With Kirstin Newman, Head of Advice and Occupational Health Services at Bupa and Adele Makinson, Team Manager at Bupa
Live Q&A with Helen Wilson, Chair of the Judges
With Helen Wilson, Chair of the Judges and Global Chief Experience Officer – Customer Experience & Channel Performance at Ipsos and Jackie Pringle, Director of Operations at ECCCSA
Saga: Challenging people, process and technology drives impressive change
Gold: Best Large Customer Service Team
With Vicki Mercer, Head of Support Operations at Saga
Monsoon and Ascensos: Multi-channel CX with a small team
Gold: Best Small Customer Service Team
With Kelly Williams, Head of Operations at Ascensos and May Henderson, Operations Manager at Ascensos
Day 3
TDCX: #BeHappier demonstrates that operational excellence is underpinned by a supportive and rewarding culture
Gold: Great Place to Work (Small)
With Sophie Chelmick, Senior Vice President EMEA at TDCX and Nico Campos, Head of Talent at TDCX
Concentrix and Grypp: A rich, immersive brand experience on a voice call
Gold: Best Innovation in Customer Service
With Sarah Barlow, Director, Account Management at Concentrix, Ross Cordery, Director, Account Management at Concentrix and Pete Jones, CEO & Founder at Grypp
The Estée Lauder Companies: Small, yet stands tall in customer service
Gold: Small Contact Centre of the Year
With Tracy Kellaway, Exec Director – Global Consumer Care Operations at The Estée Lauder Companies and Emma Dark, Director of Consumer Care UK & IRE at The Estée Lauder Companies
Unisys: Delighting customers earns you loyalty
Silver: Best Customer Experience
With Patrycja Sobera, Global VP, Digital Workplace Solutions Delivery at Unisys, Davoud Pourhossein, Director, Client Architecture at Unisys and Vera Faludi Director, EMEA Service Desk at Unisys
Panasonic: A great example of a true strategic transformation programme
Gold: Most Effective Strategic Transformation Programme
With Patricia Phillips-Jones, Head of Customer Care & Digital at Panasonic and Eugen Majeri, Digital Service Manager at Panasonic
National Gas Metering: An award-winning example of flexible working
Gold: Best Flexible Working Approach
With Gillian Howard, Marketing Executive at National Gas Metering