Conference & Trade Show

The meeting place for movers and shakers with ideas that have been shaping customer dialogue for 21 years. 4 conference days and 3 trade show days that will take your customer communication to the next level. Meet top speakers, newcomers and digital experts and connect with many others working in the customer care and service management sector. Stay connected!

CCW Programm 2019

Programme 2019

Topics, speakers and all the information about CCW!

CCW

8.200 VISITORS

270 exhibitors

120 lectures

4 conference and 3 trade show days

International

Interactive

Your program

Create your own personalised CCW programme here. Select one or more exhibition days and themes and use the filter to choose between conference and trade show events or view the whole CCW programme.

18.02.2019
09:00
Estrel Saal
Opening

Disrupt Yourself & Your Business

Welcome – Innovation Day opening

Antje Sawitzki | Transgourmet Deutschland GmbH & Co. OHG

18.02.2019
09:05
Estrel Saal
Keynote

The customer of the future

Sven Göth | 2b AHEAD ThinkTank GmbH

18.02.2019
09:50
Estrel Saal
Lecture

Work Smarter

Christian Schmidtchen | Telefonica Germany

18.02.2019
10:20
Estrel Saal
Lecture

Which direction will customer journeys take?

Simultaneous translation

Erwin-Paul Bouma | Cisco Systems

18.02.2019
11:10
Estrel Saal
Lecture

“Simple.Better.Doer.”

Bernd Guske | Unitymedia NRW GmbH

Canan Uguroglu | Unitymedia NRW GmbH

18.02.2019
11:40
Estrel Saal
Lecture

Radical innovation as a transformation accelerator

Dr. Stefan Thomas | REHAU

18.02.2019
12:10
Estrel Saal
Lecture

Digitalisation of the customer journey, end-to-end

Christian Filipcic | Sirona Dental Systems GmbH

18.02.2019
12:40
Estrel Saal
Lecture

Establishing innovation through recombination – the experience of an innovation

Frederik Peters | SWR

  • Conference
19.02.2019
09:10
Plenum
Opening

The Digital Future in Customer Service

Opening of the CCW 2019

Albert Klotz | PARSHIP ELITE Group GmbH

Rainer Wilmers | CosmosDirekt

19.02.2019
09:30
Plenum
Keynote

Germany quo vadis. Digitalisation as an opportunity

Gabor Steingart | Journalist und Buchautor

19.02.2019
10:15
Plenum
Lecture

Taking responsibility – accepting challenges

Wolfgang Grupp | Trigema

19.02.2019
11:30
Plenum
Lecture

Digitalisation and automation of the service process – vision and reality

Martin Krämer | DATEV eG

19.02.2019
12:00
Plenum
Panel discussion

Digitalisation and the impact on the customer dialogue

Gabor Steingart | Journalist und Buchautor

Wolfgang Grupp | Trigema

Martin Krämer | DATEV eG

  • Conference
19.02.2019
14:00
Plenum
Lecture

“Learn and Laugh”

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

19.02.2019
14:15
Plenum
Lecture

Customer Service Navigation 2019: An insight into practice and future of diverse customer projects

Heinrich Welter | Genesys

19.02.2019
14:45
Plenum
Lecture

Digital Transformation in the company

Customer focus rarely comes alone

Frauke Riva | K+S Gruppe

19.02.2019
15:15
Plenum
Lecture

Digital Transformation in the company

From sending to communicating

Dennis Lohmann | Bayerischer Rundfunk

19.02.2019
15:45
Plenum
Panel discussion

Digital Transformation in the company

Get actively involved and ask your questions about the individual digitalisation strategies

Frauke Riva | K+S Gruppe

Dennis Lohmann | Bayerischer Rundfunk

  • Conference
19.02.2019
16:45
Plenum
Lecture

“Learn and Laugh”

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

19.02.2019
18:00
Plenum
Evening event

Audience Award: the CAt Digital Award in the live pitch

You decide: The audience decides by voting on the CCW App who will be the winner for 2019!

19.02.2019
18:30
Plenum
Evening event

Cat Award ceremony presented by Florian König

Florian König | Moderator und Sportreporter (RTL)

  • Conference
20.02.2019
08:30
Plenum
Opening

Values, qualifications and leadership in the age of digital transformation

Introduction to the 2nd Conference day

Albert Klotz | PARSHIP ELITE Group GmbH

Rainer Wilmers | CosmosDirekt

20.02.2019
09:00
Plenum
Keynote

Big Dadaism. Digitalisation with common sense

Vince Ebert | Bestsellerautor, Wissenschaftskabarettist und Physiker

20.02.2019
10:00
Plenum
Lecture

Fig leaf or real transformation – digitalisation and leadership

Oliver Nissen | Deutsche Telekom Service GmbH

  • Conference
20.02.2019
11:00
Plenum
Lecture

“Learn and Laugh”

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

20.02.2019
11:15
Plenum
Lecture

The carer principle – why customer enthusiasm develops on the other side of the assembly line

Dr. Melanie Kramp | CosmosDirekt

20.02.2019
11:45
Plenum
Lecture

From an employee initiative to a movement – the example of the Lufthansa corporate citizenship

Andrea Pernkopf | Lufthansa Group

20.02.2019
14:15
Plenum
Lecture

Digitalisation as a threat or opportunity in customer service?

Andreas Schneider | Canon, Zürich/CH

20.02.2019
14:45
Plenum
Lecture

Digital Customer Experience – necessary evil or key digital block for future growth?

Claus Hammer | Daimler AG – Business Unit Mercedes-Benz Vans

20.02.2019
15:15
Plenum
Lecture

The human firewall and its holes

Cem Karakaya | Internationale Polizei Vereinigung (IPA)

  • Conference
20.02.2019
16:30
Plenum
Lecture

“Learn and Laugh”

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

20.02.2019
16:45
Plenum
Lecture

Does an omni-channel Strategy boost revenue?

Simultaneous translation

Arun Mani | Freshworks

20.02.2019
17:15
Plenum
Panel discussion

Be informed: Current topics that affect the industry Come with questions!

20.02.2019
17:45
Plenum
Lecture

Coping with the transformation

Mirjam Gosetti | Touring Club Schweiz

20.02.2019
18:15
Conference foyer
LiveCallCenter

VIP guided tour through the LiveCallCenter Design by HCD – The Next Experience

20.02.2019
19:00
Estrel Festival Center
Evening event

CCW legendary party 2019 – It’s Showtime!

21.02.2019
08:45
ECC Room I
Opening

Articifial Intelligence meets Customer Service

Welcome – Inspiration Day opening

Verena Fink | Woodpecker Finch GmbH

21.02.2019
09:00
ECC Room I
Lecture

Getting AI ready @ Zalando

Dr. Mikio Braun | Zalando

21.02.2019
09:30
ECC Room I
Lecture

Future trends of claims – visions for the claims processing of the future

Olivier Wohlfahrt | Controlexpert

21.02.2019
10:00
ECC Room I

Business Speed Dating

21.02.2019
11:15
ECC Room I
Lecture

BOT@Customer Service, DP DHL

Ulrich Plösser | Deutsche Post AG

21.02.2019
11:45
ECC Room I
Lecture

Is AI a miracle cure?

Andrew Maher |

21.02.2019
12:15
ECC Room I
Lecture

Chance instead of fear – Using AI as a smart support tool rather than as replacement for employees

Steve Preuß | Fluege.de – a brand by invia

21.02.2019
14:00
ECC Room I
Lecture

Teaching a computer to wear shoes: exploring the role of artificial super intelligence in customer support

A closer look at the world

Noah Schwartz | Quorum AI

21.02.2019
14:30
ECC Room I
Lecture

Wild-water rafting to a customer market fit: Pivoting in Silicon Valley

A closer look at the world

Roman Weishäupl | SafeRoom.io

21.02.2019
15:00
ECC Room I
Lecture

Broaden your horizons

A closer look at the world

Romain Clement | Lyft Level 5 Engineering Center

21.02.2019
16:00
ECC Room I
Lecture

How digital assistance systems bring customer service to a new level!

A closer look at the world

Mario Claßen | AXA Konzern AG

21.02.2019
16:30
ECC Room I
Keynote

Ethics and Artificial Intelligence – why companies have to state their values now!

A closer look at the world