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Key Event Statistics

250+ Decision Makers

35+ Industry-Leading Speakers

70% Brand Attendance

100% Customer Obsessed

The time has come for customer service and experience professionals to move from talking about change to actioning it. No longer is customer support a cost-centre, it’s the face of the business and a crucial driver for retention and engagement. From AI and data-driven innovations through to maximising your agent’s effectiveness, the customers’ expectations are increasing rapidly, and you need to ensure you’re keeping up.

The Customer Service and Experience Summit is the only show of its kind, bringing together Europe’s most senior CS decision makers under one roof to share invaluable insights and provide actionable takeaways.

We present the most influential speakers, an audience of decision makers and the most trusted and ground-breaking vendors in the space. Don’t miss out.

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Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

2020’s Early Confirmed Speaker Line-Up

Fidaa Chaar
Fidaa Chaar

Societe Generale

Chief Operations Officer and Chief Customer Officer

Antreas Athanassopoulos
Antreas Athanassopoulos

Dixons Carphone

Chief Customer Officer

Carlo Nardella
Carlo Nardella

Telecom Italia

Chief Experience Officer

Christina Liciaga
Christina Liciaga

HSBC Retail Banking and Wealth Management

Head of Customer Service

Stephanie Waismann
Stephanie Waismann

Barclays Ventures

Chief Customer Officer

Matthias Erb
Matthias Erb

Volkswagen AG

Head of Holistic User Experience

Archana Ram
Archana Ram

American Airlines

Head of aa.com International

Amber Kirby
Amber Kirby

Eurostar

Director of Brand and Customer Experience

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Put the customer at the heart of everything you do, find out how to:

1Reinvent the Customer Journey

  • Strategize and implement AI capabilities to ensure you understand the customers journey and live up to expectations

2Create a Customer Obsessed Culture

  • Meet your customer where they are - Make a success of social media and direct messaging

3Master AI and the Technologies Shaping CX

  • Build a customer centric-organisation: Engage and motivate your CS teams effectively to ensure your service inspires brand loyalty

4Deliver Tailor Made Experiences

  • Analyse the exciting technologies set to shape customer care and assess what solutions are right for you and your customer

5Look Ahead – The Future of CS

  • Seize the opportunity to reinvigorate your customers experience with your brand. Be bold and make game-changing innovation a part of your strategy

Don’t just take our word for it, see what our attendees have to say!

Why you need to be at the event:

Exclusive Dinners

Join attendees for one of our attendee or VIP dinners (invite only) taking place at the event. Enjoy world-class food and drinks amongst peers, old colleagues and new acquaintances.

Register now to find out more
Team Benefits

Strengthen your company culture by learning together – make CS Europe a team event and save on your passes.

<Click here to find out more

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Join 250+ Globally Renowned Customer Service Leaders

The community comes together: Take a look at the leaders you will be joining at this year's event!

Logo of: eToro
Logo of: Mondelez International
Logo of: Philip Morris
Logo of: Ocado
Logo of: Stanley Black&Decker
Logo of: levis_strauss
Logo of: gsk
Logo of: NetJets
Logo of: Swarovski
Logo of: Trivago
Logo of: Barclays
Logo of: Delivery Hero
Logo of: Google
Logo of: Microsoft
Logo of: National Grid
Logo of: Pizza Hut
Logo of: Plusnet
Logo of: Samsung
Logo of: Sky
Logo of: Under Armour
Logo of: Zurich
Logo of: Transport for London
Logo of: Shopify
Logo of: Canary Wharf Group

Executives, Directors and Leaders focused on:

  • Chief Executive Officer
  • Chief Operating Officer
  • Head of Customer Service
  • Director Customer Service Operations Europe
  • Customer Service Director
  • Sr. Vice President, Global Head of Client Strategy and Service
  • Vice President Customer Service and Fulfilment
  • Chief Customer Officer
  • Global Chief Marketing Officer
  • Global Head of Customer Journey Approach
  • Head of Customer Experience
  • Managing Director Europe and Canada
  • Propositions and Innovation Director
  • Director of Customer Care
  • Vice President Sales & Clients
  • Team Manager Self Service
  • Social Care Support Lead
  • Manager Customer Care
  • Head of Client Care
  • Director of Customer Support Services
  • Customer Support Manager
  • Global Technical Support & Services Manager
  • Retail Centre Manager
  • Service Development Specialist

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Step up as a customer service leader – 5 reasons you need to attend!

  • Pan-European Networking: Join executives from multiple European brands for deeper insights, bench marking and learning
  • Customer Service & Experience Focused: Tired of conferences focusing on marketing customer experience and sales? This meeting is dedicated to customer support leaders who are looking to advance their customers experience through better service
  • Practical, Real-world case studies from proven brand leaders: We know you're here to learn. Our line up of industry leaders provide real life case studies and more importantly, actionable takeaways
  • Network with experts and decision makers from huge brands: Attendees who have joined our conferences include executives from Mondelez, PIzza Hut, Levis, Barclays, KLM, Under Armour and more. Over 70% of our attendees are guaranteed to work at 'end user' major brands. And over 60% of them are Directors, or more senior
  • An agenda focused on the future of your discipline: Rooted in six-years of experience, this conference nevertheless constantly looks forward. This year, we'll take you through how to move from discussing change to actually implementing it

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

Join customer service and social media customer service leaders from the biggest brands across Europe

SENIORITY GRAPH
BRANDS GRAPH

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown

This will be the most beneficial two days out of the office all year... and reserve your place now before it’s too late!

Paul Bergamini

Paul Bergamini

Project Director
Incite Group

UK: +44 (0) 207 375 7229

Email: paul@incite-group.com

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown