Press release: CCW 2022 – CCW again at last – The CCW 2022 as a special

The 23rd international conference with pop-up exhibition for innovative customer dialogue took place as a one-off special edition with around 250 visitors and exhibitors.

Responsibly offering participants and partners the best in innovative customer dialogue in challenging times – that was the target of CCW 2022 – SPECIAL.
The CCW therefore took place as a unique special edition compact, intensive and shortened to 2 conference days live in the ECC Berlin under 2G plus conditions as well as in a digital live stream, accompanied by a small and fine fully booked pop-up exhibition with 20 exhibitors.
After a one-year break from the event, organiser Management Circle AG was delighted to once again host the partners, speakers and around 250 conference participants – 200 conference participants were present live at the ECC Berlin and around 50 accompanied the live stream digitally.
“I am very pleased that the CCW community has come together again this year. We would like to thank all our visitors, exhibitors, speakers and partners who contributed to an inspiring CCW Special,” said Sigrid Bauschert, CEO of organiser Management Circle AG.

The trends and topics of CCW 2022 in retrospect

Under the motto “Redesign Customer Focus” it was high time for a reunion and lots of new things. Dominating themes at the congress were dealing with changing customer needs, new sales and communication channels, the potential journey of customer experience, the manifold collaberation of people and technology as well as hybrid working environments and employee retention.

First-time award of the European Customer Champion – EUROCC 2022

The “European Customer Champion” (EUROCC for short) is a new chapter in the award history of the CCW: For the first time, Management Circle AG – together with the trade magazine cmm360.ch -presented the European Customer Champion Award on 22 March 2022 during the CCW conference.

Inspiring customer service champions who have implemented unique customer projects were honoured. Overarching 5 EUROCC categories: Innovation Focus Employees, Organisation, Customer, Digitalisation and AI.

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

These are the first winners of the European Customer Champion 2022:

EUROPEAN CUSTOMER CHAMPION 2022 for innovation focus on Customer
Marc Wenzler, Project Manager Digitalisation Projects, TRUMPF SE + Co. KG

Marc Wenzler developed the TRUMPF Service App together with a four-person development team. Two main goals were to be pursued with the development of the service app. On the one hand, TRUMPF wanted to create a solution for its customers to simplify and speed up case reporting. Secondly, the internal processing time per case was to be reduced through a digitally optimised process. Both goals were achieved.

EUROPEAN CUSTOMER CHAMPION 2022 for innovation focus on digitalisation
Pasquale Renna, Head of Direct, Digital & Customer Care, Zurich Insurance Company

Pasquale Renna has used a fully integrated AI technology solution as part of the holistic digitalisation project “Customer First!” to optimise holistically and lead customer orientation at Zurich Insurance Company into a new era.

Away from Excel-based workforce planning and from manual task assignment in siloed teams to a fully integrated AI service centre supported by intelligent media blending.

EUROPEAN CUSTOMER CHAMPION 2022 for innovation focus on AI
Uwe Richter, Director Customer Service, HSE Home Shopping Europe GmbH

Uwe Richter is responsible for the implementation of one of the most advanced and highest converting Phonebots in Europe at HSE – a prime example of successful and customer-friendly end-to-end automation. A conversion rate of over 70 per cent and a cross-selling rate of 10 per cent; three million automated calls per year with up to 400 simultaneous calls and eight back-end connections addressed in real time for each call: These are the key data of the Conversational AI Order Phonebots, which ushered in the era of natural language dialogues in 2021.

CCW 2022 at a glance:

Tuesday, 22 March: First day of the congress and accompanying pop-up exhibition.

Wednesday, 23 March: Second congress day and accompanying pop-up exhibition

Next complete CCW Congress Fair from 27 February to 2 March 2023

The next complete CCW congress with tradeshow will take place from 27 February to 2 March 2023 at ECC Berlin in a hybrid format. "We would like to thank all exhibitors, partners, event service providers and interested parties who participated in the CCW 2022-SPEZIAL pop-up exhibition and draw a lot of strength and motivation for the regular CCW 2023 from this trust and encouragement”, says Michael Vlajic.

CCW 2023 at a glance:

Monday, 27 February Innovation Day (Pre-Conference)

Tuesday, 28 February First conference and tradeshow day

Wednesday, 1 March Second conference and tradeshow Day

Thursday, 2 March Inspiration Day (Post-Conference) and Third Tradeshow Day