CCW 2027 Agenda
Four Masterdays. Four topics of the future. Your personalized program
Discover the program for the CCW Masterdays 2027, featuring top keynote speakers, concrete practical insights, interactive workshops, and a variety of discussion formats. Choose the Masterdays and topics that align with your current challenges, and customize your own CCW experience.
22.02.2027
09:30
Future Readiness Day, Keynote
The World We’re Optimising for No Longer Exists. What Leaders Need to Rethink About AI Now
22.02.2027
10:00
Future Readiness Day
Future Ready Starts with the Right Mindset – Why Healthy Leadership Is Key to Successful Change
22.02.2027
10:30
Future Readiness Day
Customer Experience Metrics and KPIs: Measuring Success
22.02.2027
11:30
Future Readiness Day
Between Chatbots and Customer Contact: Gamification as a Leadership Tool and Motivation Booster
22.02.2027
12:00
Future Readiness Day
AI Beyond the Hype: Three Decisions to Build a Future-Proof Customer Experience
22.02.2027
12:30
Future Readiness Day
AI Transformation Needs Space Transformation
22.02.2027
13:00
Future Readiness Day
Business Lunch and Refresh – Networking and Exchange
22.02.2027
14:15
Auswahl, Future Readiness Day
Now It’s Your Choice!
Choose one of our two Leaders Exchange Tours or join our workshop. More hands-on experience, less theory. The afternoon is all about networking, exchanging ideas and gaining practical insights!
Mehr Praxis, weniger Theorie. Networking und Austausch stehen im Fokus.
22.02.2027
14:15
Future Readiness Day
Leaders Exchange Tour 1 | Transgourmet
Benefit from real-world insights! Discover the corporate culture behind the day-to-day logistics of a market leader in foodservice. The focus: work-life balance, quality management and professional development.
22.02.2027
14:15
Future Readiness Day
Leaders Exchange Tour 2 | Futurium
A glimpse into the future: What scenarios lie ahead? Enjoy an exclusive guided tour of Berlin’s Futurium, where everything revolves around one central question: How do we want to live?
22.02.2027
14:15
Future Readiness Day, Workshop
Consistency vs Adaptability: Service Needs a Clear Mindset
22.02.2027
18:00
Future Readiness Day
CCW Wine & Talk in the Experience World
22.02.2027
19:30
Future Readiness Day
CCWelcome Night – hosted by Foundever
23.02.2027
09:45
Customer Love Day
Customer Connection, Customer Service, Business Impact: 5 Lessons from 5 Years of Transformation
23.02.2027
10:15
Customer Love Day
From Contact Centre to a Fully Orchestrated Customer Experience
23.02.2027
11:00
Customer Love Day, Workshop
From Big Picture to Deep Dive – Your Compass for Greater Clarity
Now it’s time to explore the ideas from the previous sessions in greater depth. Exchange views with other leaders, gain new perspectives and take away clear inspiration for your own work.
23.02.2027
11:00
Customer Love Day, Workshop
How Do I Turn Customer Feedback into a CX Strategy?
23.02.2027
11:00
Customer Love Day, Workshop
Behavioural Economics for Service and Sales
23.02.2027
12:30
Customer Love Day
Business Lunch and Extended Refresh – Explore and Exchange
23.02.2027
14:30
Customer Love Day
The Best Service Starts Before the Problem Occurs – How Technology Enables Prevention and Transforms Customer Support
How we did it – Practical advice in a nutshell
23.02.2027
14:45
Customer Love Day
The Heart of the Brand Beats in Service –
How Einhell Turns Its Fans into Service Hero
23.02.2027
15:00
Customer Love Day
Banking Without Barriers: How AI, Intelligent Routing and Strong Partner Networks Enable Customers to Help Themselves
How AI, Intelligent Routing and Strong Partner Networks Enable Customers to Help Themselves
23.02.2027
15:30
Customer Love Day
Debate: The customer wants empathy - the AI wants its data record.
23.02.2027
15:30
Customer Love Day, Workshop
Focus on Leadership: Unleash Your Inner Superhero
23.02.2027
16:30
Customer Love Day, Keynote
Tomorrow’s Customers Think Differently
23.02.2027
17:15
Award
EUROCC 2027 – Live Pitches & Award Ceremony
Live Pitches from the Six Nominees – You Decide!
Moderation: Meike Tarabori | Chefredakteurin, cmm360 Magazin
Erleben Sie die nominierten Projekte live auf der Bühne und stimmen Sie mit ab, welche Projekte mit dem Titel „European Customer Champion 2027“ ausgezeichnet werden.
23.02.2027
18:15
Keynote
Staying in Control: Responsibility and Resilience in AI Transformation
Leadership Lessons from the Eurofighter Cockpit
23.02.2027
19:00
Award
Announcement of the Winners and Award Ceremony
The stage is set for the three European Customer Champions 2027!
23.02.2027
19:15
Award
Get-Together
It’s time to celebrate our three Champions. Round off the day with a relaxed get-together, snacks and drinks!
24.02.2027
09:15
Keynote, Touchpoint Excellence Day
OpenAI vs. Anthropic, IPO Plans, Billion-Dollar Bets: The AI Status Report
24.02.2027
10:00
Touchpoint Excellence Day
Failed Apart, Succeeded Together: The Uncomfortable Truth About (Travel) Sales in 2027
24.02.2027
11:00
Touchpoint Excellence Day
Why 60% Automation Makes Customer Service More Human
How we did it – Practical advice in a nutshell
24.02.2027
11:15
Touchpoint Excellence Day
Understand, Don’t Connect: Why Voice Agents Mean the End of Waiting on Hold
How we did it – Practical advice in a nutshell
24.02.2027
11:30
Touchpoint Excellence Day
Seamless Customer Experiences Need People Who Think – Not Just Systems That Work
How we did it – Practical advice in a nutshell
24.02.2027
11:45
Touchpoint Excellence Day
Focus on Touchpoints: New Approaches, Fails and Lessons Learned
Real talk – Meet the speaker
24.02.2027
11:45
Touchpoint Excellence Day
Focus on Outsourcing: Strategies, Partner Selection and Collaboration
Reverse Expert Panel
24.02.2027
12:30
Touchpoint Excellence Day
Business Lunch and Extended Refresh – Explore and Exchange
24.02.2027
14:30
Touchpoint Excellence Day
Customer experience was never a cost centre. We just treated it as one.
24.02.2027
15:00
Touchpoint Excellence Day
When Hackers Strike – There’s No Manual for a Real Crisis
24.02.2027
16:00
Touchpoint Excellence Day
AI in the Fast Lane, Organisations Stuck in Traffic: How Can Transformation Move at the Right Pace?
The Great Debate
24.02.2027
16:30
Keynote, Touchpoint Excellence Day
Meet Tomorrow’s Customers on the Mountain
24.02.2027
19:00
CCW Party
The Legendary CCW Party
25.02.2027
09:00
AI Transformation Day
Trust as a Competitive Advantage – How European AI Can Now Prove Its Value in Customer Interactions
Wake-up Call
25.02.2027
09:30
AI Transformation Day, Keynote
Apocalypse as a Business Model?
25.02.2027
10:30
AI Transformation Day
From Automation to True Customer Experience: How AI Is Transforming Customer Relationships
25.02.2027
11:00
AI Transformation Day
From Pilot to Production: How to Scale AI Agents Reliably in Customer Service
25.02.2027
11:30
AI Transformation Day, Workshop
From the Masterdays to Masterplan
Develop your personal masterplan for the time after CCW – or explore how to take AI agents from proof of concept into production.
Entwickeln Sie Ihren persönlichen Masterplan für die Zeit nach der CCW oder vertiefen Sie, wie AI Agents vom Proof of Concept in den produktiven Einsatz kommen.
25.02.2027
11:30
AI Transformation Day, Workshop
CCW 2027 and What’s Next? Making Sure the Best Ideas Don’t Get Lost in the Day-to-Day.
25.02.2027
11:30
AI Transformation Day, Workshop
Ready or Not: AI Agents @ Work – From Proof of Concept to Production
25.02.2027
12:30
AI Transformation Day
Business Lunch and Refresh – Explore and Exchange
25.02.2027
13:30
AI Transformation Day
Hands Up: Who’s Responsible for Your AI?
Legal practice
25.02.2027
15:00
AI Transformation Day
Scaling Doesn’t Mean Losing the Human Touch
25.02.2027
15:30
AI Transformation Day, Keynote
Built with AI from the Ground Up: 60kollektiv – the AI-First Company for Men’s Skincare
Free Download:
Download the CCW 2027 Programme
Discover the schedule for the four Masterdays, featuring all presentations, keynotes, workshops, and networking sessions, as well as the highlights of the CCW Expo, side events, and the comprehensive exhibitor directory.
To receive the PDF, simply complete the download form. Alternatively, you can request the programme preview without giving marketing consent by contacting our customer service team at +49 6196 4722-800.
Stephan Wolf
Head of Customer Service
E-Mail: kundenservice@managementcircle.de
Phone: +49 6196 4722-800
Stephan Wolf has been the face for Management Circle customers since 2002. As a dedicated team leader of our customer service, the enthusiastic swimmer is happy to answer your questions every day anew.
