The Exchange On Demand
Catch up on The Exchange 2026, showcasing stories from winners of the European Contact Centre & Customer Service Awards.
Grounded in the award‑winning projects and teams recognised at the European Contact Centre & Customer Service Awards (ECCCSAs), The Exchange is a two‑day virtual conference that brought together leaders from across Europe to share proven strategies, practical case studies and innovation in action.
From stories of how we’re supporting teams to the many examples of how AI is being used to make a difference to both customers and colleagues, the sessions showcase what excellence really looks like in practice.
View sessions from The Exchange and start deep-diving into the winning stories from the ECCCSAs.
-
Opps, No posts were found.
Gold Winner: Best Customer Experience Redesign
By modernising its CX with AI, an omnichannel platform and a redesigned colleague experience, Charles Tyrwhitt delivered significant automation and absorbed 750,000 new customers without increasing headcount.
Gold Winner: Most Effective Management of Peak Demand
When Storm Éowyn hit, Fibrus Broadband’s agile, customer‑first response restored service, protected vulnerable customers and set a new bar for crisis management.
Gold Winner: Most Effective Sales Approach
Goldenergy’s end‑to‑end WhatsApp sales approach is doubling conversion, hitting 95% contact success and strengthening a majority‑female team through fast, transparent and ethical selling.
Gold Winner: Most Effective Application of Technology to Enhance the Customer Experience
By digitising Flex Pay, EE has revolutionised in‑store handset finance with stock sync, mobile‑first transactions and instant fulfilment, delivering a 13% revenue uplift and a more compliant customer journey.
Gold Winner: Most Effective Strategic Transformation Programme
WTW has highlighted how to approach digital transformation at scale, supporting the Outsourcing of UK Benefits services while unifying 180+ clients and over 3,000 knowledge articles.
Gold Winner: Best Multilingual Customer Service
Watch how TTEC’s tech-enabled, human-first strategies have driven 90% CSAT, 94% quality and rapid growth – from 140 advisors in 2019 to over 1,000 in 2025 – setting a new standard for multilingual customer service at scale.
Gold Winner: Best Customer Experience
With their customers increasingly demanding information quickly and through the channel of their choosing, UK Power Networks has transformed its customer experience by shifting to a proactive, multi-channel communication and data-driven performance management approach.
Gold Winner: Best Pan-European Customer Contact Operation
Find out how Unisys has transformed its customer experience by launching the Service Experience Accelerator (SEA), blending AI-powered self-service, real-time analytics and advisor upskilling.
Gold Winner: Best Use of Data and Insights
TDCX Europe helped reimagine QA for a leading mobile gaming client, centralising its data, applying advanced analytics and fostering an environment of cross-team collaboration.