Press release: A successful restart for CCW 2023

The 24th international congress fair for innovative customer dialogue took place with conference and tradeshow hybrid.

Finally CCW with conference AND tradeshow again – after a 2-year break from the trade fair, around 6,500 international visitors from 42 countries and 200 exhibitors from 18 countries met at the industry event live in Berlin and digitally online. The CCW heart beats again to the full for the community. It is agreed that experiencing business live is incomparable. The organiser Management Circle AG was delighted to host the event again.

"Our team and I are very pleased that Berlin is once again "The place to be" for the CCW Community and we feel with how much heart and soul all those involved contribute to this great event," said Jutta Wolf, Member of the Executive Board at Management Circle AG.

The trends and topics of CCW 2023 in retrospect

The key theme in the conference and at the tradeshow was "Total Experience Management". Excellent service has become a competitive advantage for companies. On the one hand, successful customer experience across all channels is indispensable for this. On the other hand, the employee experience is based on well-trained and satisfied employees. Access to optimally processed and personalised customer data without data silos from all departments is a matter of course. Intelligent technologies provide support at all relevant interfaces so that workflows run smoothly and quickly. This increases the speed of customer service and represents another pillar of excellent service. 

Europe's largest conference and tradeshow for innovative customer dialogue brings together pioneering technology, management masterminds, pioneers of new working worlds and practitioners and brings together all the important trends and technology solutions for customer experience AND employee experience. 

Speakers such as Prof. Dr. Dr. h. c. Lars P. Feld, Personal Representative of the Federal Minister of Finance for Macroeconomic Development, Director, Walter Eucken Institut e.V., and Dr. Oliver Stettes, Labour Market Expert, Institut der deutschen Wirtschaft Köln e.V., also gave an exciting outlook on perspectives and challenges for companies as well as those of the future working world. The future is always now – whether the Metaverse will become a buzzword or business was answered by Collin Croome, Entrepreneur, Mastermind, Metaverse Expert.

In addition to proven formats such as The Next Experience Design by HCD, the TeleTalk-Demoforum, the Future Camp, the Tradeshowforums, there were also some new concepts such as the World of AI hosted by Five9® with solutions on how to achieve sustainable benefits for customers, employees and companies with artificial intelligence in customer dialogue and the SQUT-Dialogue Service Provider Challenge. On the 3rd day of the tradeshow, interested parties were able to hear important information about the selection of dialogue service providers and see them in direct comparison.

In addition, the winner of the Future Camp Award was announced for the fourth time on the 3rd day of the trade show. The start-up with the most innovative project from the Future Camp was honoured by a jury. The winner is Lukas Snizek (CEO) for QuickSpeech GmbH.

The European Customer Champions were honoured for the 2nd time – EUROCC 2023

The "European Customer Champion" (EUROCC for short) was awarded for the second time by Management Circle AG together with the magazine cmm360.ch on 28 February 2023 as part of the CCW Conference.

Three inspiring Customer Service Champions who have implemented unique customer projects were awarded. Six nominees from Europe made it into a five-minute pitch on stage at the CCW Conference or via livestream. The audience voted live and the result of this live voting is included in the jury's overall assessment.

These are the winners of the European Customer Champion 2023

Atruvia AG has succeeded in significantly optimising banking and technical support services in terms of contractual fulfilment through new types of customised management in service delivery. Complaints about the support process have decreased by 40 % and individual customer feedback has improved.

EUROPEAN CUSTOMER CHAMPION 2023

Project: w e.dify - we.do.it.for.you

With the courage to be different, the start-up has managed to significantly increase productivity and, in turn, reduce staff turnover. Employee satisfaction was proven in the "Great Place to Work" employee satisfaction survey: Over 90 % of employees spoke in favour of the company.

EUROPEAN CUSTOMER CHAMPION 2023

Project: Happiness programme meets customers

Together with the customers, DPD was able to improve the value creation process and thus achieve a win-win situation. By means of an integrated CEM programme, the customer journey is assessed in order to offer customers additional added value. Prerequisites for this success: A clear goal, focus as well as a consistent implementation of the pain points.

CCW 2023 at a glance:

Monday, 27 February Innovation Day (Pre-Conference)
Tuesday, 28 February First Conference and Trade show day
Wednesday, 1 March Second Conference and Trade show day
Thursday, 2 March Inspiration Day (Post-Conference) and third Trade show day

Next CCW Conference and Trade Show from 26 to 29 February 2024

The next CCW Conference and Trade Show will take place from 26 to 29 February 2024 at ECC Berlin in hybrid format.

CCW 2024 at a glance:

Monday, 26 February Innovation Day (Pre- Conference)
Tuesday, 27 February First Conference and Trade show day
Wednesday, 28 February Second Conference and Trade show Day
Thursday, 29 February Inspiration Day (Post- Conference) and third Trade Show Day