Conference & Trade Show

The meeting place for movers and shakers with ideas that have have been shaping customer dialogue for 20 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_2018

Program 2018

Get your program of CCW 2018 now!

CCW

8.000 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.

  • Conference
26.02.2018
09:10
Estrel Saal
Opening

Transform the way you think about service

Opening of the innovation day

Christian Hagemann | Prophete GmbH & Co. KG

Markus Rebitzky | FRIMA Deutschland GmbH

26.02.2018
09:50
Estrel Saal
Lecture

A new path for journalism

Lutz Knappmann | Süddeutsche Zeitung Digitale Medien

26.02.2018
14:00 - 17:45
Hotel lobby
Live visits

Parallel live visits

Select events according to your individual interests: choose between workshops or live visits.

26.02.2018
18:00
Hall 4
Evening event

CCW wine & talk at the LiveCallCenterDesign by HCD

Finish off the day by connecting with others for an exclusive sneak preview of the LiveCallCenter.

27.02.2018
09:00 - 18:00
Hall 4
LiveCallCenter

LiveCallCenter

Stay in dialogue

  • Conference
27.02.2018
09:10
Plenum
Opening

Digital transformation as a challenge of the future

Opening of the CCW

Albert Klotz | PARSHIP ELITE Group GmbH

Rainer Wilmers | CosmosDirekt

  • Trade Show
27.02.2018
10:30
Hall 2
International Plaza

The Customer Journey is Changing – Are You?

Leon Van Adrichem | CONDUENT

27.02.2018
11:00
Hall 2
International Plaza

Go Omnichannel & Transform Customer Engagement

Nick Delacamp | CaféX Communications

27.02.2018
11:30
Hall 2
International Plaza

Chatbots in action – How we successfully implemented an AI powered ChatBot at British Telecom.

Martin Wild | SOGEDES

Björn Gülsdorff | Creative Virtual

27.02.2018
12:00
Plenum
Panel discussion

Digitalisation and its effects on customer dialogue

Sascha Lobo | Internet Pioneer & Digital Philosopher

Philipp Riederle | Digital Native

René Schuster | Ex-CEO Telefonica

27.02.2018
12:00
Hall 2
International Plaza

Learning & Development – The World of Work is Changing

Steve Ellis | TTEC

27.02.2018
13:00
Hall 3
Messeforum

Knowledge is Experience, everything else is information!

Stefan Brandes | Verizon

  • Conference
27.02.2018
14:00
Plenum
Lecture

“Learn and Laugh”

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

27.02.2018
14:00
Hall 2
International Plaza

The AI Dilemma: Bridging the Gap Between Experimentation and Customer Expectations

Girish Shenoy | Freshworks

27.02.2018
14:30
Hall 2
International Plaza

Global Contact Center Rollouts: Three distinct Cisco case studies describing how to cope with the diverse needs of hundreds of departments with up to 40,000 agents.

Martin Wüthrich | Bucher + Suter AG

27.02.2018
15:00
Hall 2
International Plaza

Contact Center Kings! How the Top 1% Outperform The Rest! – Ideas to take your center to another level of performance

27.02.2018
15:15
Plenum
Short track

USPs: intelligent use of people

Mindset change for digital transformation

Johannes Bausch | Deutscher Spendenhilfsdienst - DSH GmbH

27.02.2018
15:30
Hall 2
International Plaza

The Call Center of today – Customer Engagement in the age of the Mobile Consumer

Wendell Black | Five9

27.02.2018
15:35
Plenum
Short track

Mindset change for corporations

Mindset change for digital transformation

Alexander Hally | Klosterfrau

27.02.2018
15:55
Plenum
Panel discussion

Digitalisation strategies – what we can learn from one another

Mindset change for digital transformation

Johannes Bausch | Deutscher Spendenhilfsdienst - DSH GmbH

Alexander Hally | Klosterfrau

27.02.2018
16:00
Hall 2
International Plaza

Delivering on Customer Engagement

Simon West | Twilio

Andreas Wienold | Twilio

27.02.2018
16:30
Hall 2
International Plaza

Best practice sharing: Learn how the leading Nordic Telco uses AI, chatbots, interaction analytics and robotics to get lower costs and happier customers.

Fredrik Lemming | Telia Company

  • Conference
27.02.2018
16:45
Plenum
Lecture

„Learn and Laugh“

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

27.02.2018
17:00
Plenum
Keynote
27.02.2018
17:00
Hall 2
International Plaza

Honduras Country Presentation, Your Perfect Business Service Destination

Donna Micheletti | FIDE HONDURAS

  • Trade Show
27.02.2018
17:30
Hall 2
International Plaza

Get custom solutions that make your business more profitable! Cloud Contact Center powered by Evolve IP.

Fabienne Mongula | Evolve IP

  • Conference
  • Trade Show
27.02.2018
18:00
Plenum
Evening event

New: the CAt Digital Award live

Five finalists will have 5 minutes each to present their projects.

  • Conference
  • Trade Show
27.02.2018
18:30
Plenum
Evening event

Presentation of the CAt-Award 2018

Presentation of the Call Center Manager Award of the Year for Germany, Austria and Switzerland. The award for the CAt Digital Award will then be presented.

Florian König | Moderator und Sportreporter (RTL)

27.02.2018
19:30
Conference foyer
Evening event

Get-together over a buffet

Celebrate with the winners and relax after a day packed with excitement.

  • Conference
28.02.2018
08:45
Plenum
Opening

Service in transition

Introduction to the 2nd conference day

Rainer Wilmers | CosmosDirekt

Albert Klotz | PARSHIP ELITE Group GmbH

28.02.2018
09:00 - 18:00
Hall 4
LiveCallCenter

LiveCallCenter

Stay in dialogue

28.02.2018
09:30
Plenum
Lecture
28.02.2018
10:00
Plenum
Lecture
28.02.2018
10:00
Hall 2
International Plaza

What if deploying, updating and securing your desktops give you competitive advantages? Lets discover ceBox by Wisper the world´s 1st Digital Desktop

Wilfrid Albersdörfer | Wisper

28.02.2018
10:30
Hall 2
International Plaza

Knowledge and AI: Recipe for Customer Service Transformation

John Connors | eGain

  • Conference
28.02.2018
11:00
Plenum
Lecture

“Learn and Laugh”

28.02.2018
11:00
Hall 3
Messeforum

Customer 2025 – the rise of the omnibrand

28.02.2018
11:00
Hall 2
International Plaza

Rethinking commercial models to create a step change in performance

Philip Telfer | Convergys

28.02.2018
11:30
Hall 2
International Plaza

How B2B Marketing and Sales are merging to better engage the new B2B consumer

Nada Mummar | Webhelp

Alberto Cori | Webhelp

  • Conference
28.02.2018
11:45
Plenum
Keynote
  • Trade Show
28.02.2018
12:00
Hall 2
International Plaza

Customer Service 2020 – Speech Analytics; A Must-Have Technology

Alexander Fischer | Verint

  • Trade Show
28.02.2018
14:00
Hall 2
International Plaza

Has Digital Darwinism killed the Call Centre..?

Martin Wicks | Verizon

28.02.2018
14:15
ECC Room II
Specialist forum

Only those who polarise can inspire employees

1st specialist: Finding and retaining employees

Joachim Priessnitz | Transgourmet Deutschland GmbH & Co. OHG

28.02.2018
14:15
Plenum
Specialist forum

Artificial intelligence and chatbots at AXA

2nd specialist: Digital service and sales channels

Sarah Honne | AXA Konzern AG

28.02.2018
14:30
Hall 2
International Plaza

Trends in Speech Analytics for 2018 and beyond

Michal Minarovic | Phonexia

28.02.2018
14:45
ECC Room II
Specialist forum

Unusual recruitment measures also work for medium-sized companies

1st specialist: Finding and retaining employees

Christian Menke | Mittwald CM Service GmbH

28.02.2018
14:45
Plenum
Specialist forum

Personalising customer offers using predictive services

2nd specialist: Digital service and sales channels

Henning Ratjen | comdirect bank AG

  • Trade Show
28.02.2018
15:00
Hall 2
International Plaza

How to solve 75% of your customer support requests in 9 sec.

Erik Pfannmöller | solvemate

28.02.2018
15:00
Hall 2
Messeforum

Be Positively Disruptive by Uniting Humans With Automation

Iain Banks | TTEC

28.02.2018
15:15
ECC Room II
Specialist forum

HR work in a difficult environment

1st specialist: Finding and retaining employees

Constanze Schweinsteiger | Flughafen Berlin Brandenburg GmbH

28.02.2018
15:15
Plenum
Specialist forum

Digital assisted channels – a tool is not a strategy

2nd specialist: Digital service and sales channels

Regina Lange | Sunrise Communications AG

28.02.2018
15:30
Hall 2
International Plaza

Conversational Human-Machine Interaction with Natural Language Technologies

Dr. Levent Arslan | Sestek

28.02.2018
16:00
Hall 2
International Plaza

The benefits of biometric speaker authentication

Ian Colville | aculab

  • Conference
28.02.2018
16:15
Plenum
Lecture

“Learn and Laugh”

28.02.2018
16:30
Hall 2
International Plaza

EasyConnect- A WebRTC based video solution for Genesys

Ali Murat Gurcay |

28.02.2018
17:00
Plenum
Panel discussion

Breaking news – keeping an ear to the market

Talk to industry experts about brand new topics – bring any questions you have along with you.

28.02.2018
18:15
Hall 4

VIP tour of theLiveCallCenterDesign by HCD

Experience an exclusive VIP tour with employees from Viessman Deutschland GmbH – our live partner for 2018

28.02.2018
19:00
Estrel Festival Center
Evening event

20 years of CCW… Let’s celebrate!

Networking and entertainment at the CCW party 2018

01.03.2018
09:00 - 17:00
Hall 4
LiveCallCenter

LiveCallCenter

Stay in dialogue

01.03.2018
10:15
ECC Room I
Panel discussion

AI and neuronal networks in customer service of the future?

In dialogue with Verena Fink

Prof. Dr. Norbert Link | Hochschule Karlsruhe

01.03.2018
10:30
Hall 2
International Plaza

Honduras Country Presentation, Your Perfect Business Service Destination

Donna Micheletti | FIDE HONDURAS

01.03.2018
11:00
Hall 2
International Plaza

The Call Center of today – Customer Engagement in the age of the Mobile Consumer

Wendell Black | Five9

  • Trade Show
01.03.2018
11:30
Hall 2
International Plaza

The Customer Journey is Changing – Are You?

Leon Van Adrichem | CONDUENT

01.03.2018
11:45
ECC Room I
Panel discussion

Listeners’ questions: we turn questions into action.

Ask questions and share ideas based on what you've learnt at the conference. We answer concrete, practical questions with the help of swarm intelligence

01.03.2018
15:45
ECC Room I
Lecture