Topics & Trends - the CCW blog for innovative customer dialog

Tradition meets innovation in book retailing: How Hugendubel inspires customers

14.01.2026

How can excellent customer experience be achieved in bricks-and-mortar retail? In her CCW guest article, Nina Hugendubel, Managing Partner at H. Hugendubel GmbH & Co. KG, shows how emotional customer experiences, personalised advice and clear values in the book trade create genuine customer loyalty.

Why AI-First CRM Needs a Workflow-Centric Foundation

12.01.2026

Traditional CRM systems are reaching their limits in the face of rising customer expectations. This article shows why Conversational AI can only realise its full potential on a workflow-centric foundation - and how AI, voice and automated processes work together to make customer interactions more efficient, contextual and empathetic.

Customer Service Transformation at the Lufthansa Group: Why isn't anyone getting involved?

30.12.2025

How can modern customer service succeed in times of high complexity and rising customer expectations? Our guest authors Carsten Wirths, Project Lead Optimisation Servicing Locations at the Lufthansa Group, and Tim Noack, Managing Consultant at Lufthansa Consulting, provide insights into the Lufthansa Group's customer service transformation. They show how self-service solutions, contact centre digitalisation, automation and the targeted use of artificial intelligence are making service processes more efficient and improving the customer experience at the same time. The article makes it clear why technology and empathy together form the basis for excellent customer service.

What companies can learn from gaming: Impulses for Sales & Service

27.11.2025

Today, digital games shape the media behaviour of millions of people and influence how we perceive content, make decisions and motivate ourselves. In his guest article, Arne Gels, Chief Creative Officer and Managing Director at Fusion Campus, shows why companies can learn a surprising amount from the gaming industry. He explains how mechanics from games increase attention, accelerate solutions and strengthen teams in a sales and service context. A look into the world of gaming thus becomes an impulse for future-orientated customer experience.

Finding the right partner - successful outsourcing in customer service

20.11.2025

Outsourcing in customer service offers great opportunities - if the right partner is chosen. AI, automation and new types of partners are changing the way service teams work together worldwide. Find out from guest author Matthias Quirmbach, Head of Customer Care at OBI E-Commerce GmbH, which criteria really count and how AI, data protection and cultural factors influence success. Find the right service provider for nearshore and offshore projects.

Between empathy and efficiency: when AI, when human in customer service?

18.11.2025

How do you achieve the perfect mix of AI and humanity in customer service? The blog post by our guest author Sabine Sillis, Head of Customer Care at Fressnapf Tiernahrungs GmbH, shows why empathy and efficiency are not a contradiction in terms - and how companies can successfully combine both sides. Read how AI and employees work together to create service experiences that not only work, but also touch - and why the future of customer service is hybrid.

AI voicebots: Seize opportunities in call center automation today

25.09.2025

Agentic AI enhances the customer experience by acting proactively, recognizing patterns, and making intelligent decisions. It learns from interactions, optimizes processes, and delivers personalized experiences in real-time. Discover how businesses use AI-driven automation to create more efficient and customer-centric service.

More than automation: AI as a partner for customers, employees and companies

18.02.2025

Artificial intelligence is changing customer service - not just through automation, but as a smart partner for companies and employees. The key to success lies in hybrid models in which AI takes on analytical tasks while humans master emotional and creative challenges. Find out here how companies can find this balance and harmonise trust, efficiency and innovation.

How does agentic AI improve customer experience?

13.02.2025

A New Approach - bringing AI into the hands of business

07.02.2025

Discover how a modular AI platform helps companies implement artificial intelligence efficiently and securely for the future. Explore flexible solutions, from consulting to orchestration, bringing AI directly to business departments.

Back to the office, seriously?

09.01.2025

Why are many SMEs hesitant about hybrid working? Find out from our guest author Detlev Artelt, Managing Director of aixvox GmbH, what the current situation looks like and the possible reasons for these reservations. Close any gaps in your knowledge about modern collaboration tools and technologies. Discover why hybrid working models can increase productivity and how loss of control and data security can be overcome.

The modern contact centre - design challenges and opportunities

07.01.2025

With new technologies and changing customer requirements, contact centres are becoming key points for excellent service. Our guest author Thorsten Hartig from the Versicherungskammer Group, gives an in-depth insight into how AI, flexibility and digital integration are turning challenges into opportunities. Learn why the combination of modern technology and human interaction is key to creating excellent customer service experiences and how the expectations of Generation Z are shaping the workplace of tomorrow.

Generative AI: The successful path to transformation and innovation in customer dialogue

02.01.2025

Generative AI opens up completely new possibilities in customer dialogue. Whether automated FAQs, personalised customer contact or proactive self-services - GenAI takes service centres to a new level. Read from our guest author Dr Evangelos Avramakis, Lead Corporate Foresight, Intelligence & Development at Swiss Re, how companies are increasing productivity, optimising processes and promoting customer satisfaction and employee relief in equal measure through innovative AI solutions. Read more here.

The AI journey of DKB Service GmbH - PART 2: GenAI as the key to success in customer service

19.12.2024

Top-class customer service with AI support: DKB Service GmbH relies on GenAI to offer customers personalised and efficient solutions. Find out from our guest author Eugen Lubaschevski how co-creation, self-services and cutting-edge technologies are paving the way for the future of customer service. Read more in PART 2.

The AI journey of DKB Service GmbH - PART 1: How GenAI is revolutionising customer service

17.12.2024

Experience how DKB Service GmbH is revolutionising customer service with Generative AI (GenAI): From personalised 24/7 support solutions to reducing the workload of employees and increasing customer satisfaction. Our guest author Eugen Lubaschevski, Managing Director at DKB Service GmbH, takes you on a journey in PART 1 of his guest article. Read more here.

From trouser manufacturer to love brand

12.12.2024

Find out how BRAX became a love brand with emotional customer loyalty, modern marketing strategies and strong testimonials. Discover the secrets of success behind a brand that inspires customers. Marc Freyberg, Managing Director Sales and Marketing, BRAX Leineweber GmbH & Co. KG in his guest article.

Focus on the essentials with AI in the contact centre - for customers & employees

10.12.2024

In her guest article, our guest author Barbara Caspers-Zarini, authorised signatory, Business Leader Enterprise DE, Content Guru GmbH, describes how AI in the contact centre can relieve employees, improve customer service and transform the customer experience. Discover how AI provides efficient support at every stage of customer contact - before, during and after the interaction - and why generative AI is shaping the future of self-service and the customer experience.

VOICE APPLICATIONS WITH A FUTURE: CUSTOMER CARE IN THE AGE OF GENERATIVE AI

27.02.2024

Voice applications are becoming increasingly important in customer service. In this guest article, you will learn about the impact of AI in this area and the goals companies pursue with these applications, based on the study by CreaLog.

AD-HOC CONVERSATIONAL SELF SERVICE: THE KEY TO AI TRANSFORMATION IN CONTACT CENTERS?

19.02.2024

Ad-hoc Conversational Self-Service: The Key to AI Transformation in Contact Centers?

DATA SOURCE CUSTOMER CONVERSATION: WHY AI-SUPPORTED ANALYSIS LEADS TO IMPROVED CUSTOMER EXPERIENCES

16.02.2024

By recording conversations, valuable insights can be gained in customer service. In our guest article by Alex Klose, you will learn what conclusions can be drawn from these recordings and how they can improve the customer experience.

4 STEPS FOR A USEFUL AND PLANNED ENTRY INTO THE WORLD OF ARTIFICIAL INTELLIGENCE

12.02.2024

A clear definition for the implementation of AI technologies and the entry into the world of artificial intelligence is still lacking in most companies. In this article, Martin Wild, Partner & CEO at SOGEDES, demonstrates how you should approach this topic.

ADVANCING TOTAL EXPERIENCE THROUGH ARTIFICIAL INTELLIGENCE: AN OVERVIEW

05.02.2024

Improve Customer Experience in the Contact Center through Effective Teamwork Between Humans and Machines. From Call Distribution to Conversational AI – Frank Kirsch presents innovative solutions in this guest article.

GENERATIVE AI IN THE CONTACT CENTER: ARTIFICIAL INTELLIGENCE IN PRACTICE

31.01.2024

Generative AI can be a transformative force in the contact center. But where does it help, and what can it achieve? We present five use cases that demonstrate what you can achieve with generative AI!

5 TIPS FOR GENERATIVE AI IN CUSTOMER SERVICE

26.01.2024

Generative AI is no longer just a hype. It has arrived in various areas of the workplace and is constantly transforming them. AI also plays an important role in customer service. Learn how to effectively use generative AI and what to watch out for!

Digital sovereignty is possible! This is how companies in Europe become more independent with data-driven business models

25.01.2024

Data-secure, independent, and one step ahead of the competition! Jan Fischer, Project Manager & Coordinator, and Thomas Sprenger, Specialist Communications at Gaia-X Hub Germany, describe in their guest article how digital sovereignty can be achieved with data-driven business models. Learn here why a framework based on European legal concepts can be a game changer for secure and trustworthy data ecosystems.

FROM MONO- TO OMNICHANNEL SALES – THE CAR IN MIND

18.01.2024

Sales Reorganization Made Easy! Thorsten Küppers, Head of International Inside Sales Strategy at Berner Omnichannel Trading Holding SE, provides an exciting deep dive in his guest article on what matters in the change process from single-channel to omnichannel sales. An intelligent multichannel approach not only boosts revenue but also enhances customer and employee experience. Curious about what the car in your mind has to do with it? Find the answer here.

CUSTOMER SUPPORT IN THE AGILE TRANSFORMATION - OPPORTUNITIES MEET CHALLENGES

04.01.2024

In the turbulent world of modern business, agile transformation is no longer a trend but an essential necessity. Are you ready to transform your customer support with agility? Sebastian Kohlhepp, Tribe Lead Customer Services ITIL Processes and Management at Atruvia AG, shares valuable practical experiences and tips for the successful implementation of agile support in his guest article. Be prepared for an in-depth look into the world of change.

THE ROLE OF GENERATIVE AI FOR OUTSTANDING PERFORMANCE AND DELIGHTED CUSTOMERS

03.01.2024

Artificial intelligence plays a significant role in customer service as part of the Total Experience. Both customer and employee experiences benefit from the use of innovative technologies. Discover in Barbara Caspers-Zarini's guest article at Content Guru the advantages that generative AI brings to customer interactions!

Everything the customer experiences is the brand.

14.12.2023

It's a Match – why positive customer experiences are closely related to brand perception is explained by Prof. Dr. Oliver Errichiello, Professor/Lecturer of Brand Sociology and Brand Management at the Universities of Mittweida and Lucerne, brand expert, and prolific author, in the second part of his guest article.

"WHEN THE CUSTOMER BECOMES A NUISANCE"– WHY PEOPLE MAKE BRANDS STRONG

12.12.2023

How significant is the impact of customer dialogue on brands? What can mission statements and advertising achieve? In the first part of his guest article, Prof. Dr. Oliver Errichiello, Professor/Lecturer of Brand Sociology and Brand Management at the Universities of Mittweida and Lucerne, brand expert, and prolific author, describes how powerful the influence of people on products from successful companies is.

Total Experience in the Contact Center: The Importance of a Real Value Center

11.01.2023

The dual focus on CX and EX is what Barbara Caspers-Zarini at Content Guru calls Total Experience (TX). In this article, she will analyze the challenges of delivering connected customer experiences and transforming the contact center into a value center.

Make 2023 the Year of Happy Agents

28.12.2022

Find out, how happy agents can help improve your customer service experience – Contact Center trends you should start, stop and continue this year presented by Diana Schröter from Twilio.

Do messaging channels like WhatsApp have a place in the Professional Contact Center?

16.02.2022

There are a number of reasons why professional contact centers should consider adding support for WhatsApp and other modern conversational messaging. Matthias Mehner looks at a few key factors driving the adoption of conversational messaging channels in today's professional contact centers.