European Customer Champion (EUROCC)

We are looking for innovative customer service and sales projects. Together with cmm360, Management Circle AG is awarding managers for a successful project to improve customer dialog as part of CCW 2025.

Who can apply for the EUROCC?

The application deadline for the EUROCC 2025 has already expired. The decision on this year's winners will be made on February 25, 2025 at the CCW in Berlin.

The application round for the EUROCC 2026 will begin in the summer. You can apply as a manager who has implemented a project to improve customer dialog in your own company. The award is aimed at companies that operate their own internal call center as well as outsourcing partners, but also at companies that implement customer service and sales completely without a classic call center.

Each applicant can only submit one project and the application can only be submitted by the person who has implemented or carried out the project in their own company.

All submitted projects should ultimately always serve to improve customer dialog and can be entered for the following thematic focuses, for example:

  • Innovation focus on employees: A new personnel development or New Work concept with the aim of increasing employee and customer satisfaction.
  • Innovation focus organization: Comprehensive restructuring measure or a successful change management process to improve customer dialogue.
  • Innovation focus customer: Innovative customer service campaign or measures to increase quality, accessibility and customer satisfaction.
  • Innovation focus on digitalization: A digital transformation project

Nomination

The jury will review your submitted projects and vote on the best projects.
They will then be invited to another evaluation round with the jury, where you will have the opportunity to present your project again in a video call and answer the jury's questions. The finalists will then be selected to present their project at the congress. As a nominee, you will receive a free ticket for the 2-day main CCW congress!

Live pitch and award ceremony on February 25, 2025

All CCW 2025 visitors can cast their vote!

The EUROCC 2025 nominees will present their projects in a 5-minute pitch on the CCW stage on February 25 from 4:30 pm. The audience will then vote live and the result of this live vote will be added to the points that the jury has already awarded in advance. The three projects with the most points will then be awarded the title of “European Customer Champion”.

Our audience can expect a very special award keynote this year:

With heart and soul to success – breaking new ground and staying on the ball successfully

Experte Stefan Kuntz

Deutscher Meister und Fußball-Europameister

Show Profile

The prize - attractive for the winners, their team and their company!

The winners can look forward to an exclusive trip with intensive professional dialogue and an exclusive management seminar. Together with their teams, the winners will also receive a voucher for a team event. With the ‘European Customer Champion’ seal, winning companies demonstrate their passion for good and innovative customer dialogue!

The EUROCC Award is a collaboration between cmm360 Magazine and Management Circle AG. Many thanks to our award chairwoman and moderator Meike Tarabori!

Expertin Meike Tarabori

Editor in Chief | cmm360 Magazin

Show Profile

Our Jury 2025

Management Circle AG

Expertin Elke Schaffer

CallCenterForum.at

Experte Dirk Egelseer

Customer Service & Call Center Verband Deutschland e.V.

Experte Joshua Martic

DPD Schweiz AG

Our Award Sponsors 2025

Our nominees 2025

Sue Ajdini

Head of Excellence, Enersuisse

Energy as a product has become massively more important to customers in recent years. This is due to concerns about sufficient availability, the drive towards a more sustainable energy transition and the massive rise in electricity prices.

The latter also means that an increasing number of customers are struggling to pay their electricity bills and payment difficulties are becoming a real problem for many. Deep dives together with our customers have shown that more anonymity, better availability and greater time flexibility are key in a sensitive area. We have therefore supplemented the assisted telephone and email channels with an attractive, round-the-clock self-care offering and also created options for finding payment agreements tailored to individual situations.

In an industry that is characterized by a focus on basic services and measuring points, we have broken new ground with the ambition of moving away from a “money collector” approach to dunning processes and towards a solution provider with a pronounced “service approach”.

Samuel Borges

Chef de projet, Groupe Mutuel

Groupe Mutuel has redesigned, simplified and improved the experience on the telephony channel with a new IVR callflow, complemented by the implementation of a cross-channel callback solution.

This is noticeable at customer, employee and business level. The customer experiences an improved customer experience (CX) by halving the waiting time within the IVR compared to the old solution. From a waiting time of around 45 seconds, they are proactively offered a callback, which is made on time and on schedule. This is underpinned by an NPS of over 50 points for the callback solution. It also shows that customers who have used this solution once prefer it in the long term and continue to use it to contact Groupe Mutuel.

Thanks to the new IVR and the redefined callflow strategy, employees receive the calls that best match their skills and can therefore provide Groupe Mutuel customers with better advice. The management of the telephony channel is leaner (100 fewer queues), more flexible and more autonomous with the new callflow, so that the various day-to-day challenges can be mastered independently.

Paul Herbertz

Productmanager Team Unified Communication, BarmeniaGothaer

By using Parloa AMP, BarmeniaGothaer was able to significantly improve its customer service in Wuppertal. Particularly noteworthy is the faster processing of concerns and more precise forwarding to the right contact person. Customers benefit from the natural and precise conversational skills of AI agent Mina Knellenfalls, who ensures that they are better understood and supported more efficiently.

Thanks to this innovative solution, calls to the switchboard have been reduced by 90%. This has resulted in savings of more than EUR 100,000 per year and a much better use of resources. In addition, 70% of callers say that the interaction with Mina has noticeably improved the customer experience - especially as multiple transfers to other employees in the company were reduced and the contact center agents were optimally prepared for the calls. This contributed to an impressive 140% increase in the Net Promoter Score.

The integration of AI technology not only shortened response times, but also significantly increased caller satisfaction.

Corinna Kaussen

Head of Operations, Digital Dialog

Customer centricity and automation are no longer a contradiction in terms. The classic contact center is becoming a digital service center in which self-service is also becoming increasingly relevant. A hybrid team of human expertise and technological efficiency.

Automation and AI are a great tool, but not a panacea; customer service needs competent employees who put their heart and soul into dealing with customers' concerns. Decisions have to be made at very short intervals due to constantly new challenges, and conditions can no longer be frozen over longer periods of time.

In figures: Service level improved by up to 50%, availability close to 100%, costs for clients reduced by 50%, mail processing times reduced by 40%, sickness rate significantly reduced.

Elia Spinas

Head Customer Operations, Zurich Schweiz

A central component of our customer-oriented transformation is the use of state-of-the-art artificial intelligence (AI), which has enabled us to significantly improve our service quality along the entire customer lifecycle - from onboarding new customers and next-best-product offerings to AI-supported retention and win-back strategies.

Our virtual AI assistants relieve our employees by taking over non-value-adding activities and giving them the capacity to focus on direct interactions and delighting our customers. Our self-developed AI applications include the AI-Assist, which composes email drafts in record time and triggers follow-up processes, an AI-Voicebot and an innovative Summary-Bot, which automatically summarizes interactions and documents them seamlessly in the CRM.
We also use AI to efficiently triage emails and thoroughly check applications before issuing documents.

The impact is significant: increased employee satisfaction, higher customer satisfaction and accelerated growth.

Sabrina Würgler

Manager Customer Experience & Innovation, DPD (Schweiz) AG

How can we develop an intelligent solution that revolutionizes customer service and acts as logically as an experienced employee? Our answer: The Logical Brain. GenAI bots may be popular, but they are often expensive, inefficient and unsustainable - and if used incorrectly, equally problematic for the environment and the budget.

With The Logical Brain, we have created a central hub that analyzes and interprets the entire life cycle of a package and executes the next logical action. And the best part:
✔ Rule-based and reliable
✔ Easy to integrate
✔ Multilingual - of course!
✔ Cost-efficient - yes, really!

The winners 2024

Six nominees from numerous innovative projects from Europe made it into a five-minute pitch on the stage of the CCW Congress or via livestream. The audience voted live and the result of this live voting is included in the jury's overall assessment.

Congratulations to the European Customer Champions 2024, the EUROCC winners. For the second time, Management Circle AG together with the magazine cmm360.ch presented the European Customer Champion Award on 27 February 2024 during the CCW Congress.

Fabian Rosekeit

Head of CRM & Growth bei Head of CRM & Growth

Project: "What can I do for you?" Voice AI breaks new ground in customer service for media companies

Medien Hub, a joint venture between Nordwest-Zeitung and WESER-KURIER, has revolutionized customer service with the Parloa AI voicebot in just six weeks. Natural voice communication and automatic processing of complaints have significantly improved accessibility and service quality, with 30% of telephone inquiries in the MVP already being handled successfully.

Laura Haase

Projektleiterin After Sales Strategie & Digital Services bei HERMA GmbH

Project: Optimization of the customer journey through digital services

HERMA is a leading manufacturer of labeling machines and adhesive materials in Europe. The "myHERMA" customer platform was developed to meet increasing requirements and internationalization. This offers a training center, an overview of machines with comprehensive self-service options and additional digital services such as visual support for AR video conferences, which enables unique customer experiences.

Joshua Martic

Digital Services Specialist bei DPD Schweiz AG

Project: Typewise@DPD - Increasing productivity through AI

The implementation of the AI solution Typewise by DPD (Schweiz) AG led to an average time saving of 20 to 30% in customer service through functions such as sentence suggestions, spell checking and correction as well as access to a knowledge base. The integration went smoothly and acceptance was high, as the AI was trained with historical customer communications and multilingualism was successfully mastered.

Impressions of the EUROCC

© Management Circle AG 2025