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 programme

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
10:00
Hall 2
International Plaza

Teleperformance Hybrid Solution – The best Mix of Home Market, Nearshore, Digital and Consulting

19.02.2019
10:15
Plenum
Lecture

Taking responsibility – accepting challenges

Wolfgang Grupp | Trigema Inh. W. Grupp e.K.

19.02.2019
10:30
Hall 2
Speakers' Forum

Why the Future of Customer Engagement Is on Mobile Chat

Stephanie Wißmann |

19.02.2019
11:00
Conference foyer
Guided Tour

Guided Tours – Stay curious

Call Center | Digitalisierung | Omnichannel | Qualitätsmanagement | International

19.02.2019
11:00
Hall 2
Speakers' Forum

Die ultimative Omnichannel-Strategie

Etablieren Sie eine kundenfreundliche Strategie für alle Ihre Cloud-Services. Evolve IP-The Cloud Strategy Company

19.02.2019
11:30
Plenum
Lecture

Digitalisation and automation of the service process – vision and reality

Martin Krämer | DATEV eG

19.02.2019
11:30
Hall 2
Speakers' Forum

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

Martin Wild |

Tracey Biela |

19.02.2019
12:00
Plenum
Panel discussion

Digitalisation and the impact on the customer dialogue

Gabor Steingart | Journalist und Buchautor

Wolfgang Grupp | Trigema Inh. W. Grupp e.K.

Martin Krämer | DATEV eG

19.02.2019
12:00
Hall 2
Speakers' Forum

The Impact of Chatbots and AI on the Customer Journey

Sandra Schroeter |

19.02.2019
12:30
Hall 2
Speakers' Forum

WhatsApp and Customer Service: How to successfully use the most popular messaging app for your customer dialogue

Madeleine Osma-Steup |

19.02.2019
13:00
Hall 3
Trade Show Forums

Service Excellence beim exklusiven Schweizer Warenhaus GLOBUS: Wenn online- und offline-Welt in einem neuartigen Service-Konzept verschmelzen

Michael Klötzli |

19.02.2019
13:00
Hall 2
Speakers' Forum

Rethinking CX: Balancing Innovation with Profitable Growth

19.02.2019
13:30
Hall 2
Speakers' Forum

Customer Service as a team sport – how connected teams improve everything!

Chris Mills |

  • Conference
19.02.2019
14:00
Plenum
Lecture

“Learn and Laugh”

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

19.02.2019
14:00
Hall 2
Speakers' Forum

Unleashing your contact center superpowers with Amazon Connect

Jim Rees |

19.02.2019
14:15
Plenum
Lecture

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

Heinrich Welter | Genesys Telecommunications Laboratories GmbH

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
15:00
Hall 2
Speakers' Forum

Omnichannel Customer Experience – Connecting the Dots

Felix Axtmann |

19.02.2019
15:15
Plenum
Lecture

Digital Transformation in the company

From sending to communicating

Dennis Lohmann | Bayerischer Rundfunk

19.02.2019
15:30
Conference foyer
Guided Tour

Guided Tours – Stay curious

Call Center | Digitalisierung | Omnichannel | Qualitätsmanagement | International

19.02.2019
15:30
Hall 2
Speakers' Forum

Enabling Customer Journeys: Seeing the World as Customers Do

Craig Palmer |

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

19.02.2019
16:30
Hall 2
Speakers' Forum

Contact Center AI: Augment Don”t Replace

  • 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

  • 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

20.02.2019
10:00
Hall 2
International Plaza

Teleperformance Hybrid Solution – The best Mix of Home Market, Nearshore, Digital and Consulting

20.02.2019
10:30
Hall 2
Speakers' Forum

Knowing employees, gaining employees

What call center candidates think about their work and how to win them

  • Conference
20.02.2019
11:00
Plenum
Lecture

“Learn and Laugh”

Armin Nagel | Comedy-Redner, Moderator und Serviceexperte

20.02.2019
11:00
Conference foyer
Guided Tour

Guided Tours – Stay curious

Call Center | Digitalisierung | Omnichannel | Qualitätsmanagement | International

20.02.2019
11:00
Hall 2
Speakers' Forum

Making Assumptions About your Customers is the First Step to Losing Them

Doug Anderson |

Josh Haagsma |

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
11:30
Hall 2
Speakers' Forum

Enabling Customer Journeys: Seeing the World as Customers Do

Craig Palmer |

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
12:00
Hall 2
Speakers' Forum

Deliver a smarter, more personalized customer experience from the phone to the field

Paula Bode |

20.02.2019
12:30
Hall 2
Speakers' Forum

The Voice of the Customer

20.02.2019
13:00
Hall 2
Speakers' Forum

Boosting Your Call Center Performance with Robotic Process Automation (RPA) and AI-based Process Discovery

Darius Heisig |

20.02.2019
13:30
Hall 2
Speakers' Forum

How to become digital in Workforce Planning – from Excel Hell to Cloud Paradise in 9 months

Florian Grumiller |

20.02.2019
14:00
Hall 2
Speakers' Forum

The world’s most trusted biometric authentication and fraud prevention solution

Brett Beranek |

20.02.2019
14:15
Plenum
Lecture

Digitalisation as a threat or opportunity in customer service?

Daniel Westermann | Canon, Zurich/Swiss

20.02.2019
14:30
Hall 2
Speakers' Forum

How do you ensure your customers get the answers they need?

Doron Gower |

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
15:00
Hall 2
Speakers' Forum

Come and Get It! Is AI the New Snakeoil? Understanding AI and examples of how AI can best be used today.

Andrew Maher | Avaya GmbH & Co. KG

20.02.2019
15:15
Plenum
Lecture

The human firewall and its holes

Cem Karakaya | Internationale Polizei Vereinigung (IPA)

20.02.2019
15:30
Conference foyer
Guided Tour

Guided Tours – Stay curious

Call Center | Digitalisierung | Omnichannel | Qualitätsmanagement | International

20.02.2019
15:30
Hall 2
Speakers' Forum

Millennials at the workplace, how to get them engaged with WFO

Kris McKenzie |

20.02.2019
16:00
Hall 2
Speakers' Forum

Delivering real change through customer journey thinking

Robin Harrison |

  • 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!

Unsere Top Experten diskutieren mit Ihnen zum Thema Künstliche Intelligenz im Kundendialog Live in der aktuellen Stunde. Bringen Sie sich mit Ihren Fragen aktiv in die Diskussion ein!

Dr. Stefan Ebener | Google Germany

Dr. Wolfgang Hildesheim | IBM Deutschland

Nora Möbus | Nestlé Deutschland AG

Andreas Klug | Digitalverband Bitkom e.V.

Dr. Sebastian Wieczorek | AI commision German Federal Parliament

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
09:00 - 17:00
Hall 4
LiveCallCenter

LiveCallCenter

Stay in dialogue

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
11:00
Conference foyer
Guided Tour

Guided Tours – Stay curious

Call Center | Digitalisierung | Omnichannel | Qualitätsmanagement | International

21.02.2019
11:15
ECC Room I
Lecture

BOT@Customer Service, DP DHL

Ulrich Plösser | Deutsche Post AG

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 01 | Kandidaten Screening mit künstlicher Intelligenz & Echtzeit Recruitment mit Hilfe von geteilten Bewerberpools

Future Camp

Terence Hielscher |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 02 | Customer Care auf Amazon & Co… Geht das überhaupt?

Future Camp

Wolfgang Greipl |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 03 | Bei Anruf Voicebot: Der neue Dialogflow Connector von TENIOS

Future Camp

Ümit Öztürk |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 04 | Automatischer Telefonservice einfach gemacht – in Zeiten von Google Duplex

Future Camp

Richard von Schaewen |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 05 | Chatbots, die verstehen

Future Camp

Thomas Rüdel |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 06 | VITAS: Der virtuelle Sprachassistent auf Basis von Künstlicher Intelligenz für Ihren telefonischen Kundenservice

Future Camp

Thomas Abend |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 07 | Help your team to be more focused, motivated and productive

Future Camp

Marius Ekerholt |

Rudy van Duijvenvoorde |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 08 | Next Generation Customer Engagement: Contact Centers in the age of Artificial Intelligence

Future Camp

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 09 | IVR, TTS und Spracherkennung aus einer Hand

Future Camp

Michael Mende |

21.02.2019
11:20 - 12:40
Hall 2
Trade Show Forums

Pitch 10 | Vertriebserfolg im Callcenter – Wie künstliche Intelligenz und Mitarbeiter zusammenarbeiten

Future Camp

Rami Akkad |

21.02.2019
11:45
ECC Room I
Lecture

Is AI a miracle cure?

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

Service beyond the Sale with Next-Generation Artificial Intelligence: Meeting Customer Needs for Privacy, Security, and Respect

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
16:00
Hall 3
Trade Show Forums

Award Ceremony “Young Professionals”

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