Schedule for CCW Conference 2023

Create your own personalized CCW Conference Schedule

The CCW Conference schedule promises two exciting days filled with interactive lecture formats and more than 40 top-class pioneers and lateral thinkers. Seize this great opportunity to discuss the customer needs of the future and gain long-term inspiration. 

Best of all, you can compile your own CCW Conference schedule: you’re free to choose your event days and topics of interest. 

27.02.2023

09:15

Innovation Day

Courageous and agile through every change – how we prepare our brains for new things!

Stephan Ehlers | FQL-Kommunikationsmanagement für Motivation, Begeisterung & Erfolg

27.02.2023

10:00

Innovation Day

Hell-bent on success for the customer – become a game changer in your company!

Nora Möbus | Nestlé Deutschland

27.02.2023

11:00

Innovation Day

KAIZEN in the contact center – Toyota's roadmap for conversational AI in customer service

Peter-Pascal Meik | Toyota Deutschland GmbH

27.02.2023

11:30

Innovation Day

Innovation, digitisation, automation – and people at the center?

Balz Kundert | Basler Kantonalbank

27.02.2023

12:00

Innovation Day

Each customer's journey is individual: understanding micromoments, identifying pain points, developing service ideas

Cyrill Luchsinger | Die Schweizerische Post

27.02.2023

12:30

Innovation Day

Custom applications – how a knowledge base can serve different target groups

Sonja Lünnemann | R+V Service Center GmbH

27.02.2023

14:15

Innovation Day, Live-Visit

Live Tours ours at our partners

Travel behind the scenes and experience service pioneers in contact with customers! Choose one of three parallel tours.

27.02.2023

14:30

Innovation Day

Berlin – a service desert or service paradise?

Sightseeing tour in the footsteps of Berlin's service champions!

Antje Sawitzki | Transgourmet Deutschland GmbH &Co. OHG

27.02.2023

18:00

Innovation Day

CCW wine & talk

End the day with an exclusive tour of the CCW Live Call Center "The Next Experience, Design by HCD"!

28.02.2023

09:15

Main Conference, Keynote

Economic stagnation and inflation – prospects and challenges for businesses

Prof. Dr. Dr. h.c. Lars P. Feld | Walter Eucken Institut e.V.

28.02.2023

09:45

Main Conference

Live Networking

Find like-minded people! Network with congress participants who are facing the same challenges as you.

Verena Fink | Woodpecker Finch GmbH

28.02.2023

10:15

Main Conference, Keynote

Stormy times for employers – challenges for the future world of work due to labour market and personnel policy

Dr. Oliver Stettes | Institut der deutschen Wirtschaft Köln e.V.

28.02.2023

11:15

Main Conference

leadership: Set an example

28.02.2023

11:40

Main Conference

Distributed but connected

28.02.2023

12:05

Discussion, Main Conference

Generation X, Y, Z and Boomer: Channels, themes, tonality – differences and similarities

Representatives of the different generations discuss the following together: what moves us? How do we use social media? Our demands on the world of work, family, environment, mobility and leisure.

Simona Kump | L’Oréal Deutschland
Henning Ratjen | comdirect – eine Marke der Commerzbank AG

28.02.2023

12:30

Main Conference

Tailoring Experiences To Meet Evolving Customer Expectations

Jens Leucke | Freshworks

28.02.2023

14:30

Main Conference

In the beginning was the word: professional customer service!

Camp 1: Fix the basics! The ABC of customer service

Ilona Weigand | Bader Versandhandel

28.02.2023

14:30

Main Conference

Service excellence: How do I manage customer contacts "correctly" (routing, etc.)?

Camp 1: Fix the basics! The ABC of customer service

Dr. Oliver Kleine | Württembergische Versicherung AG

28.02.2023

14:30

Main Conference

Workforce management: how do I plan customer care teams?

Camp 1: Fix the basics! The ABC of customer service

Peter Dörr | CosmosDirekt

28.02.2023

14:30

Main Conference

Professional quality management in customer service

Camp 1: Fix the basics! The ABC of customer service

Christoph Kettenbeil | Ludwig Görtz GmbH

28.02.2023

14:30

Main Conference

Open up new labour markets and make service and sales attractive for employees with a customer focus!

Camp 2 running parallel to Camp 1

Carsten Biel | Amazon CS DEUK
Nora Möbus | Nestlé Deutschland

28.02.2023

14:30

Main Conference

Ensure that your service and operations consistently exceed your customers' expectations - no matter how you engage with them

Camp 1: Fix the basics! The ABC of customer service

Corina Campos Pascoal | Nuance Communications, a Microsoft company

28.02.2023

17:00

Award, Main Conference

Presentation of the EUROCC: The European Customer Champion Awards

The finalists introduce themselves – you decide!

28.02.2023

18:00

Main Conference, Keynote

Safe danger: be prepared for any worst-case scenario! How to adopt new strategies while creating a "safety net" that allows for more innovation to take place

Hélio Vogas | Keynote Speaker and Author

01.03.2023

09:05

Main Conference

Why customer relationships are even more important for a small portfolio

Mario Fürst | Kloster Kitchen

01.03.2023

09:30

Main Conference

Don't be afraid of personal advice – how MissPompadour turns over millions with messenger!

Erik Reintjes | Miss Pompadour

01.03.2023

09:55

Main Conference

The age of delivery is NOW – how Domino's Pizza became the market leader with innovation and quality

Alexander Tauer | Domino’s Pizza Deutschland

01.03.2023

10:20

Main Conference

360-degree customer experience

Constanze Freienstein | Lands' End Europe Ltd, Exton

01.03.2023

11:15

Main Conference

The art of employee retention – tools of psychotherapy and how you can use them to benefit your corporate culture

Camp 4: In the office, at home or hybrid: from a healthy corporate culture to an excellent service culture

Valeska Zarwell | Psychologist and Startup Coach

01.03.2023

11:15

Main Conference

Cyber security attacks on customers and how you can deal with them

Camp 3: Automate service processes and increase service quality!

Vladyslav Cherednychenko | ABOUT YOU SE & Co. KG

01.03.2023

11:15

Main Conference

The TRUMPF service app: simplify case reporting for the customer and reduce the internal processing time per case

Camp 3: Automate service processes and increase service quality!

Marc Wenzler | TRUMPF SE + Co. KG

01.03.2023

11:15

Main Conference

AI meets CX: automate service processes and still respond in a more customer-centric manner

Camp 3: Automate service processes and increase service quality!

Andreas Klug | ThinkOwl

01.03.2023

11:15

Main Conference

Control damage faster with robots as colleagues – it's primarily about speed

Camp 3: Automate service processes and increase service quality!

Stephen Voss | Neodigital Versicherung AG

01.03.2023

11:15

Main Conference

A team like no other – how we let customers experience our team spirit

Camp 4: In the office, at home or hybrid: from a healthy corporate culture to an excellent service culture

Jonas Beyer | Tempur Sealy DACH GmbH

01.03.2023

11:15

Main Conference

Onboarding and training without a local presence – new opportunities with new challenges

Camp 4: In the office, at home or hybrid: from a healthy corporate culture to an excellent service culture

Matthias Murin | mm2consult e.K.

01.03.2023

11:15

Main Conference

Distinctive outsourcing abroad – where quality meets fun

Camp 4: In the office, at home or hybrid: from a healthy corporate culture to an excellent service culture

Marco Kaiser | DPD (Schweiz) AG

01.03.2023

14:15

Main Conference

AI-Panel: the highlights from the CCW trade show on the conference stage united! Pioneering AI solutions for high-speed customer service

Three providers have already earned their places. The fourth will be chosen by you. Who would you like to hear at the conference? Cast your vote! You will find the shortlist of the best applications on our digital platform!

01.03.2023

15:45

Main Conference

Enter the metaverse: How L’ORÉAL is preparing for Web 3.0 through holistic service and advice

Simon Preuß | L‘Oréal

01.03.2023

16:15

Main Conference

Buzzword or business? Prospects for customer service and sales in the metaverse

Collin Croome | Metaverse-Experte

01.03.2023

18:00

Main Conference

CCW Party - Motto: Family Business

Come with your colleagues in the look of a well-known family (Flintstones, Smurfs, Adams Family, etc.) or simply in a cool company outfit!

02.03.2023

09:15

Inspiration Day, Keynote

AI requires more than just technology!

Univ.-Prof. Dr. Marion Weissenberger-Eibl | Fraunhofer-Institut für System- und Innovationsforschung und Karlsruher Institut für Technologie KIT

02.03.2023

10:00

Inspiration Day

Artificial intelligence for classifying customer enquiries – desire and reality

Wolfgang Braun | Nestlé Deutschland AG

02.03.2023

11:00

Inspiration Day

Satisfied customers in debt collection - thanks to augmented contact center

02.03.2023

11:30

Inspiration Day

How can data-driven analytics support sales?

Tim Engel | mobile.de
Oliver Göhler | mobile.de

02.03.2023

13:30

Inspiration Day

Invigorating news from AI research

At the Science Slam, three young scientists take to the stage! Three young scientists each have 10 minutes to present their research projects in an insightful, captivating and entertaining way.

02.03.2023

14:30

Inspiration Day

Textual analysis with AI – how AI characterises customers and inspires them with type-appropriate messaging

02.03.2023

14:55

Inspiration Day

Premium chat support – customer-centric dialogue with hybrid chat solutions

Johannes Brott | Audi Interaction GmbH

02.03.2023

15:50

Inspiration Day

"Customer first!" The new era of customer focus in a fully integrated service center supported by media blending

Pasquale Renna | Zurich Versicherungs-Gesellschaft

02.03.2023

16:15

Inspiration Day, Keynote

Lighting up the darknet – we shed light on how hackers use ransomware attacks to compromise your customer data

Tobias Schrödel | IT Security Expert

Free Download:

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You get the full 28-page conference program and find out which top experts and exhibitors you will meet live on site. 

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Stephan Wolf
Head of Customer Service

E-Mail:        kundenservice@managementcircle.de
Phone:       +49 6196 4722-800

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