Trade Show Forums
Benefit from new service solutions and the best inspiring ideas
The German-language CCW Trade Show Forums in Halls 2 and 3 offer you exciting presentations about the top trends and innovations from a wide range of service areas and industries. Discover new solutions for your daily challenges and get numerous inspiring impulses for productive, efficient customer service all the way to Total Experience Management.
Use the three days of the Trade Show to gain unique insights into the best practises of customer dialogue.
Here you will find the program of the trade fair forums of this year's CCW 2026.
24.02.2026
10:00
Hall 2, Trade Show Forums
Learnings from +1000 projects: Success factors for the optimal use of Voice AI
Matthias Berchtold | Head of Strategic Sales
24.02.2026
10:00
Hall 3, Trade Show Forums
The invisible transformation in customer service - Goldgas & Flixcheck make it easy
Maximilian Jekutsch | Head of Sales Development | Flixcheck GmbH
Sebastian Rönnecke | Head of Customer Care | goldgas GmbH
24.02.2026
10:30
Hall 2, Trade Show Forums
AI is here, but where is the customer experience revolution?
Stefan Grünzner | CEO
24.02.2026
10:30
Hall 3, Trade Show Forums
Outbound sales with Turboboost: How Enpal scales with Talkdesk
Jakob Harder | Enterprise Account Executive | Talkdesk Germany GmbH
Lucas Kummer | Venture Development Senior Associate | Enpal Heat GmbH
24.02.2026
11:00
Hall 2, Trade Show Forums
From dilemma to breakthrough: making AI easy to use with the SOGEDES ai.fctry.
Sebastian Eggert | Head of Automation
24.02.2026
11:00
Hall 3, Trade Show Forums
The shift towards no-integration solutions: Start fast, scale later
Oliver Graumnitz | DACH Innovation Lead
24.02.2026
11:30
Hall 2, Trade Show Forums
Leadership meets space - How the #workplace to BE becomes a strategic leadership tool!
Sandra Stüve | Expertin für Kundendialog, Office Design & New Work
Michael Stüve | Pionier für einzigartige Arbeitswelten
24.02.2026
11:30
Hall 3, Trade Show Forums
Agentic AI as a real productivity driver - insights into Schwarz IT projects
Christian Wuttke | Director Chat & Voice Technology | Schwarz Group
Philipp Heltewig | Chief AI Officer, NiCE und GM | NiCE Cognigy
24.02.2026
12:00
Hall 2, Trade Show Forums
Kill the Script. From Intent to Impact with AI Agents in Microsoft D365 Contact Centre
Miradije Haag | AI Business Solutions Engineer
24.02.2026
12:00
Hall 3, Trade Show Forums
No more workflows in March - What gym memberships and marathon registrations have in common with Agentic AI
Dr. Stephanie Pelzl | Director CRM Solution Consulting
Matthias Kohrsmeier | CRM Advisory Solution Consultant
24.02.2026
12:30
Hall 3, Trade Show Forums
Huawei AICC all-in-one end-to-end Integrated Solution - AI Capabilities Introduction
Dino Babieri | Executive Product Manager
24.02.2026
12:30
Hall 2, Trade Show Forums
AI-supported digital customer interaction using the example of Wingo
Nuno Pinto | Business Engineer for Customer Care
24.02.2026
13:00
Hall 3, Trade Show Forums
Clear sound, real proximity: Jabra Evolve3 and Jabra Engage - headsets for the modern working world
Sandra Hagemann | Lead Technical Consultant, EMEA & CALA
24.02.2026
13:00
Hall 2, Trade Show Forums
Think Big. Start small. How the path to the future of AI can be achieved in small steps
Svenja Kinzel | Head Sales & Marketing Business Communication
24.02.2026
13:30
Hall 3, Trade Show Forums
True omnichannel with AI: why orchestration is more important than the next bot
Andreas Klug | AI Evangelist ThinkOwl Gruppe
24.02.2026
13:30
Hall 2, Trade Show Forums
From call centre to dark service centre: Combine the strengths of humans and AI agents
Lena Bartel | AI Industry Cloud Manager | BSI Software
Sascha Däsler | Geschäftsführer | crossnative GmbH
24.02.2026
14:00
Hall 2, Trade Show Forums
Package complaints in e-commerce – how Bergzeit saves 90% of the time per claim with the claim.me app in Freshdesk.
Thomas Hagemann | CEO | claim.me
Roman Melzer | Head of CS | Bergzeit
Florian Studener | Lead Solution Engineer | Freshworks
24.02.2026
14:00
Hall 3, Trade Show Forums
No AI without knowledge – No knowledge without AI
Harald Huber | Managing Director
Christian Milosev | Sales Manager
24.02.2026
14:30
Hall 2, Trade Show Forums
Leadership revolution: coaching as the number 1 leadership skill - so that employees stay and take responsibility
Katrin Seidel | Entrepreneur | Expert in change and leadership
24.02.2026
14:30
Hall 3, Trade Show Forums
Mission Control Customer Service - Why controlled automation in email management determines success
Sven Kolb | CEO
24.02.2026
15:00
Hall 3, Trade Show Forums
Automation is a thing of the past: Collaborative Agentic AI is driving the paradigm shift in customer service
Alexander Fischer | Customer Experience and Digitalization Director
24.02.2026
15:00
Hall 2, Trade Show Forums
Sovereignty and cloud: SAP and LinkThat on strategies for Europe
Johannes Muellenberg | Global Head of SAP Sovereign Cloud Alliances
24.02.2026
15:30
Hall 2, Trade Show Forums
May knowledge management be with you - How data awakens the power of AI!
Kim Hofmann-Füchtner | Customer Success Manager
24.02.2026
16:30
Hall 3, Trade Show Forums
Debate: The customer wants empathy - the AI wants its data record.
Detlev Artelt | Senior Berater, Autor, Sprecher, CEO
Roman Rackwitz | Autor "Drive Method" & Verhaltensarchitekt
24.02.2026
17:00
Hall 2, Trade Show Forums
From AI Demos to Real ROI: What Separates Working Systems from Expensive Experiments
Hakob Astabatsyan | Co-founder & CEO
24.02.2026
17:00
Hall 3, Trade Show Forums
An end to anonymous calls: Higher response rates and genuine trust in customer dialogue with branded calls
Michael Berger | Director of Business Development
24.02.2026
17:30
Hall 2, Trade Show Forums
Fast, smart, scalable: the fast track to the next generation virtual agent
Nils Matos Schmidt | Project Manager | VR Voice GmbH
Ruben Heim | Squad Owner Virtual Agent | Atruvia AG
25.02.2026
09:30
Hall 3, Trade Show Forums
AI Makes Humans Better: Training for Real Customer Moments
Mitch Lieberman | VP Fuel CX
Matthew Thompson | Senior Client Success Executive
25.02.2026
09:30
Hall 2, Trade Show Forums
The Customer Service Satisfaction Study - The secret of true enthusiasm? Customer service that convinces.
Roland Ruf | Geschäftsführer | RUF Beratung GmbH
Anke Schramm | Head of (VP) Market Research & Customer Advocacy | Freenet AG
25.02.2026
10:00
Hall 2, Trade Show Forums
In the age of Agentic AI: from cost centre to profit centre in customer service
Ulf Kühnapfel | Chief Revenue Officer & Co-Founder
25.02.2026
10:00
Hall 3, Trade Show Forums
Great service starts with the rota: Real win-win situations with strategic WFM
Marc Sobisch | Senior Consultant
25.02.2026
10:30
Hall 3, Trade Show Forums
AI & the Human Touch
Darren Henry | Group VP Solutions Engineering
25.02.2026
10:30
Hall 2, Trade Show Forums
The A to Z of good customer service. 26 tips for 2026.
Ralf Mühlenhöver | Consultant, lecturer, and speaker
25.02.2026
11:00
Hall 3, Trade Show Forums
Ready for 2026: AI revolution in the contact centre
Jörg Vödisch | Principal Solutions Consultant
25.02.2026
11:00
Hall 2, Trade Show Forums
AI is here, but where is the customer experience revolution?
Stefan Grünzner | CEO
25.02.2026
11:30
Hall 2, Trade Show Forums
AI-supported experience orchestration in the public sector
Heinrich Welter | VP Sales
Thomas Wind | Senior Principal CX Advisory Consultant
Tobias Hlavka | Partner
Katharina Sickmüller | Partner
25.02.2026
11:30
Hall 3, Trade Show Forums
Your Next Customer Is an AI
David Eberle | Co-founder & CEO
25.02.2026
12:00
Hall 3, Trade Show Forums
From planning process to leadership discipline: How strategic workforce management secures your competitive advantage
Andreas Bopp | Sales Director
25.02.2026
12:00
Hall 2, Trade Show Forums
From assistance to full automation: how AI agents are transforming service organisations
Marius Gerwinn | CEO fileee ThinkOwl Gruppe
25.02.2026
12:30
Hall 3, Trade Show Forums
Advanzia's multilingual operation: how to ensure fast ramping and high customer satisfaction with the help of digital solutions.
Ivana Mitic | Global Client Account Lead | Transcom
Paulo Bastos | Chief Customer Service Officer | Advanzia Bank
25.02.2026
12:30
Hall 2, Trade Show Forums
How can the transition to a modern service hub be achieved? A practical example from regulated industries.
Jan Reichelt | Senior Consultant Cloud Contact Center | Deutsche Telekom MMS GmbH
Jens Krause | Head of Expert Sales | DEUTSCHE Telekom BUSINESS SOLUTIONS GmbH
Silke von Törne | Produktionsleitung | Servodata GmbH
Abel Tesfe | Softwareentwickler | Servodata GmbH
25.02.2026
13:00
Hall 3, Trade Show Forums
Best of Breed or Best of Suite - the right concept for AI-supported customer service.
Martin Wild | CEO SOGEDES.DIGITAL AG
25.02.2026
13:00
Hall 2, Trade Show Forums
The Human Algorithm - AI's Missing Ingredient
Paul Joustra | Senior Vice President of Transformation
25.02.2026
13:30
Hall 3, Trade Show Forums
Are we ready for the greatest generational diversity of all time in customer service?
Annika Schmidt | Regional Marketing Manager DACH
25.02.2026
13:30
Hall 2, Trade Show Forums
Future of CX – AI and Knowledge Management
Nicholas Geoghegan | Director Sales
25.02.2026
14:00
Hall 2, Trade Show Forums
Frontline Learning Redefined: Driving Measurable Performance in AI-Enabled Service Centers
Vigan Disha | Chief Business Officer
Peter Peterlechner | Senior Advisory
25.02.2026
14:00
Hall 3, Trade Show Forums
Mission Control Customer Service - Why controlled automation in email management determines success
Sven Kolb | CEO
25.02.2026
14:30
Hall 2, Trade Show Forums
Simple, transparent and convenient - The anyContact Suite from Sncom
Kai Mönkemeyer | Senior Solution Consultant - Wunscherfüller
25.02.2026
14:30
Hall 3, Trade Show Forums
AI Economy. The next stage of value creation begins now
Rainer Holler | CEO | Geschäftsführer
25.02.2026
15:00
Hall 2, Trade Show Forums
Sounds good? Sounds great! Effortless, productive communication all day long - with technology that takes service centres to a new level.
Yvonne Nürrenberg | HP Category Lead DACH
25.02.2026
15:00
Hall 3, Trade Show Forums
No more Monday chaos: why your service team needs three hearts.
René Jacobi | Head of Customer Operations DACH
25.02.2026
15:30
Hall 2, Trade Show Forums
Leadership revolution: coaching as the number 1 leadership skill - so that employees stay and take responsibility
Katrin Seidel | Entrepreneur | Expert in change and leadership
25.02.2026
16:00
Hall 2, Trade Show Forums
Leadership meets space - How the #workplace to BE becomes a strategic leadership tool!
Sandra Stüve | Expertin für Kundendialog, Office Design & New Work
Michael Stüve | Pionier für einzigartige Arbeitswelten
25.02.2026
16:30
Hall 3, Trade Show Forums
Channel parity - seamless CX across all channels: increasing service quality, satisfaction and KPIs with proactive communication using outbound as an example
Anna Mutska | Specialist Conversational AI
25.02.2026
16:30
Hall 2, Trade Show Forums
The Next Chapter of CX: Self-Learning Agents from Omilia and a customer perspective from Funke Media Group
Lloyd Buxton | Sales Director | Omilia
Michael Römer | Managing Director | Funke Dialog GmbH
25.02.2026
17:00
Hall 3, Trade Show Forums
As we all know, the best is saved for last - call centre AI was yesterday, customer interaction AI is today
Oscar Lanzendorf | GTM DACH
25.02.2026
17:00
Hall 2, Trade Show Forums
HubSpot with AI in service - customer wow instead of ticket chaos
Micro Müller | CEO
26.02.2026
10:00
Hall 2, Trade Show Forums
How Intelligent Automation Is Rewriting the Rules of Customer Experience
Mark Lockyer | Alliance Director
26.02.2026
10:00
Hall 3, Trade Show Forums
3 Years from Now: 1st thesis: ...bots talk to bots and autonomous AI agents take over customer communication.
26.02.2026
10:30
Hall 3, Trade Show Forums
3 Years From Now: 2nd thesis ... the service agent becomes the AI supervisor. Man and machine grow together as a team.
26.02.2026
10:30
Hall 2, Trade Show Forums
Huawei AICC Solution for the Banking Industry - Accelerate Industrial Intelligence
Monte Borowy | Executive Product Manager
26.02.2026
11:00
Hall 3, Trade Show Forums
3 Years From Now: 3rd thesis ... efficiency alone is no longer enough. Companies measure success by empathy and new KPIs such as "return on empathy".
26.02.2026
11:00
Hall 2, Trade Show Forums
Efficiency meets empathy: AI video bots for exceptional customer experiences
Florian Hutter | Managing Director Innovation
26.02.2026
11:20
Hall 2, Trade Show Forums
Startup Visions Spotlight Sessions
26.02.2026
12:30
Hall 2, Trade Show Forums
Startup Visions Award Ceremony
Udo Schüring | Professional Workforce GmbH
26.02.2026
13:00
Hall 2, Trade Show Forums
DialogXplosion
Hata Gashi | HR Marketing Manager
26.02.2026
14:00
Hall 2, Trade Show Forums
NextGenRallye award ceremony
Doreen Krause | Senior Managing Consultant Principal, Resolvance
Claudia Mühler
Senior Project Manager Sales CCW
E-Mail: c.muehler@managementcircle.de
Phone: +49 6196 4722-679
Torsten Krüger
Senior Project Manager Sales CCW
E-Mail: t.krueger@managementcircle.de
Phone: +49 6196 4722-693
