Schedule for CCW Conference 2024

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. 

Discover the CCW Conference Schedule

26.02.2024

09:10

Innovation Day, Keynote

Experte Prof. Fabian Hemmert

Unthinkable? A short journey in time through the history of impossibility

Prof. Dr. Fabian Hemmert | Bergische Universität Wuppertal

26.02.2024

09:20

Innovation Day

Experte Alexander Lapp-Thoma

Can you reinvent yourself and pursue your core business at the same time? Why we need new leadership skills at all levels!

26.02.2024

11:00

Innovation Day

Experte Hans-Joachim Belz

Even with hail: How Carglass is scaling premium customer service thanks to AI

Hans-Joachim Belz | Carglass GmbH

26.02.2024

11:30

Innovation Day

Experte Florian D. Muelken

Employees and customers are number 1

26.02.2024

11:55

Innovation Day

Expertin: Pamela Siebenhandl

Satisfied employees = happy customers!

Pamela Siebenhandl | we.dify GmbH

26.02.2024

12:20

Innovation Day

Experte Sebastian Kohlhepp

Opportunities and challenges for support in an agile transformation

26.02.2024

14:15

Innovation Day

Expertin Antje Sawitzki

Service desert or service paradise Berlin?

Sightseeing tour in German and English

Antje Sawitzki | Transgourmet Deutschland GmbH & Co. OHG

26.02.2024

14:15

Innovation Day

Agenda Live Besichtigung Innovationstag

Our live tours: Enjoy a look behind the scenes!

Please choose one of three parallel live tours or the service sightseeing tour through Berlin and register for it directly.

26.02.2024

18:00

Innovation Day

Agenda Wine&Talk

CCW Wine & Talk in our Experience World the next experience (Design by HCD)

Reality meets the future: Discuss the experiences of the day and take a look into the future of customer service! Get the future kick and end the day with an exclusive tour with wine and snacks in our experience world the next experience (Design by HCD)

27.02.2024

09:15

Main Conference, Keynote

Experte Collin Croome

Megatrends 2030 – the future has long been reality

Collin Croome | Metaverse-Experte

27.02.2024

09:45

Main Conference, Keynote

Experte Folker Hellmeyer

Upheaval in the world – Germany faces major challenges

Folker Hellmeyer | Netfonds AG

27.02.2024

10:15

Main Conference

Experte Kilian Kaminski

Sustainable Company Culture

How we convince customers and employees at the same time. The refurbed story

27.02.2024

11:10

Main Conference

Experte Carsten Maschmeyer

The Sales of the Future

Carsten Maschmeyer | Maschmeyer Group

27.02.2024

11:40

Main Conference

Expertin Emina Biscevic

More than just chatbots – discover the real potential of AI for your customer support

Emina Biscevic | Freshworks GmbH
Thomas Dacke | Engel & Völkers

27.02.2024

12:10

Main Conference

Expertin Sophie Hundertmark

ChatGPT is just the beginning – what other solutions relevant to you are in the starting blocks?

Sophie Hundertmark | Hochschule Luzern

27.02.2024

14:00

Main Conference, Keynote

Experte Martin Seiler

Working environments in transformation - navigating the future of work together

27.02.2024

14:35

Main Conference

Experte Dirk Matzner

The good old things – automating where tradition reigns supreme?

Camp 1: Basic knowledge of customer service

Dirk Matzner | Manufactum GmbH

27.02.2024

14:35

Main Conference

Experte Thorsten Küppers

Telesales in B2B omnichannel sales – the most important success factors in a change process from a small customer channel to a sales multiplayer

Camp 1: Basic knowledge of customer service

Thorsten Küppers | Berner Omnichannel Trading Holding SE

27.02.2024

14:35

Main Conference

Experte Christian Steinl

Is AI the new technology wave you should be surfing?

Camp 1: Basic knowledge of customer service

27.02.2024

14:35

Main Conference

Expertin Simona Kump

The first CCW "Un-Conference"

Un-Conference - this means that there is hardly any fixed agenda here, but you decide which topics you want to work on!

Simona Kump | L’Oréal Deutschland

27.02.2024

14:35

Main Conference

How artificial intelligence is revolutionising customer service

Camp 2

René Grebenstein | Microsoft Deutschland
Mirko Heiden | Microsoft Deutschland

27.02.2024

16:30

Main Conference

Expertin Meike Tarabori

Presentation of the EUROCC – the European Customer Champion Awards

The live pitches of the nominees – your say in the decision!

Meike Tarabori | cmm360.ch Magazin

27.02.2024

17:30

Main Conference, Keynote

Experte Cherno Jobatey

Digital power. The new economy of attention

Cherno Jobatey | Journalist und Moderator

27.02.2024

18:15

Main Conference

Agenda CCW EUROCC-Verleihung

Announcement of the winners and presentation of the “European Customer Champions”

27.02.2024

18:30

Main Conference

Get Together: Lassen Sie ersten Kongresstag in gemütlicher Runde mit Snacks und Getränken ausklingen!

28.02.2024

09:05

Main Conference, Keynote

Experte Prof. Dr. Oliver Errichiello

Brands are always destroyed from within. The “human factor” in customer service – cost factor, soft fact, premium goodie or guarantee of success in highly competitive markets?

Prof. Dr. Oliver Errichiello | Brand expert and consumer philosopher

28.02.2024

09:45

Main Conference

Agenda KI-Panel

AI-PANEL

The AI highlights from the CCW trade show combined on the congress stage! Trendsetting solutions for customer service at a glance.

28.02.2024

10:30

Discussion, Main Conference

Experte Prof. Dr. Oliver Errichiello

Automation – how far can we go?

Our brand expert meets the technology experts from our AI panel!

Prof. Dr. Oliver Errichiello | Brand expert and consumer philosopher

28.02.2024

11:30

Main Conference

Recipe for success: service provider management

Camp 4: Outsourcing – nearshoring, offshoring, steering and control: Which strategy is right for me?

Katrin Gertig | Hermes Germany GmbH

28.02.2024

11:30

Main Conference

Experte Andreas Klug

AI meets CX: Automation and customer centricity are not a contradiction

Camp 3: Automation and development of a seamless customer journey across all touchpoints

Andreas Klug | ThinkOwl

28.02.2024

11:30

Main Conference

Experte Jörg Dohmen

Support customers whilst staying one step ahead

Camp 3: Automation and development of a seamless customer journey across all touchpoints

Jörg Dohmen | BMW Group

28.02.2024

11:30

Main Conference

Expertin Emilie Dumaine
Experte Patrick Friedich

A digitalised service desk that remains human

Camp 3: Automation and development of a seamless customer journey across all touchpoints

Emilie Dumaine | Baloise Group
Patrick Friedrich | Baloise Group

28.02.2024

11:30

Main Conference

Experte Timo Kurka

Ensure fast service times through automation and focus on the customer

Camp 3: Automation and development of a seamless customer journey across all touchpoints

Timo Kurka | lekker Energie GmbH

28.02.2024

11:30

Main Conference

Experte Paul Zidek

Nearshoring – why, what and how

Camp 4: Outsourcing – nearshoring, offshoring, steering and control: Which strategy is right for me?

Paul Zidek | SKY Deutschland

28.02.2024

14:45

Main Conference

Experte Lars Quiring

What ultimately counts for the customer and why are comparison portals so successful today?

Lars Quiring | preisvergleich.de (GET AG)

28.02.2024

15:15

Main Conference

Experte Gunter Fritsche
Experte Prof. Dr. Andreas Hesse

A deep dive into the consumer perspective on customer loyalty programs

Gunter Fritsche | MeinPlus GmbH
Prof. Dr. Andreas Hesse | Hochschule Koblenz

28.02.2024

15:45

Discussion, Main Conference

Experte Lars Quiring

Flexibility or continuity – what does the customer of tomorrow want?

Lars Quiring | preisvergleich.de (GET AG)

28.02.2024

16:30

Main Conference

Expertin Melanie Bielefeld
Expertin Sandra Schampel-Özcan

Change now! Navigate successfully through extreme situations and move into the future stronger

Melanie Bielefeld | TUI Customer Operations GmbH

28.02.2024

17:00

Main Conference, Keynote

Experte Ali Mahlodji

Start, fail, innovate & kick ass – how you can awaken the spirit of innovation with a living culture of error

Ali Mahlodji | Trend researcher, author, impact entrepreneur and EU Youth Ambassador

28.02.2024

19:00

Main Conference

Agenda CCW Party

The CCW anniversary party

Celebrate 25 years of industry meetings in Berlin with us and experience live music, entertainment and culinary delights!

29.02.2024

09:15

Inspiration Day, Keynote

Experte Jan Fischer

Digital supremacy is possible! How we in Europe can remain independent with our data-driven business models

Jan Fischer | Gaia-X Hub Germany

29.02.2024

09:45

Inspiration Day, Keynote

Experte Sven Ley
Experte Sebastian Adelberger

Measure less, know more – potential of AI-supported contact analysis for the quality management of the future

Sven Ley | DHL Group

29.02.2024

10:15

Inspiration Day

Experte Dr. Volker Kühn

What is in for me?

Use the knowledge in the room! Discuss with the other participants in small groups which AI tools they know and use and how they assess the potential of different solutions.

Dr. Volker Kühn | TÜV Rheinland Cert GmbH

29.02.2024

11:15

Inspiration Day

Experte Lukas Snizek

Automated sustainable content creation in microlearning – 10 % more sales through gamification & daily training

Future Camp Winner 2023

Lukas Snizek | QuickSpeech

29.02.2024

11:40

Inspiration Day

AI in a small customer care area – is it really profitable?

29.02.2024

11:40

Inspiration Day

Experte Patrick Reh

Customer Service 2.0 through AI Voice-Bot

Patrick Reh | ADAC e.V.

29.02.2024

12:05

Inspiration Day

Experte Paul Herman SVP

From legacy to legendary customer service – why AI powered transformation is your big bet

Paul Herman | sprinklr

29.02.2024

14:00

Inspiration Day

Experte Marcus Nessler
Experte Tobias Simmon

New ways – AI-supported digitisation of the customer journey at Samsung

Marcus Nessler | Samsung Electronics GmbH
Tobias Simmon | Samsung Electronics GmbH

29.02.2024

14:30

Inspiration Day

Experte Marco Kaiser

AI-supported customer experience with a wow effect!

Marco Kaiser | DPD (Schweiz) AG

29.02.2024

15:30

Inspiration Day

Expertin Simone Krüger

Optimised customer experience at Helvetia Deutschland through AI-supported tools

Simone Krüger | Helvetia Versicherung

29.02.2024

16:00

Inspiration Day, Keynote

Experte Wolfhart Krischke

Innovation and transformation in the age of AI – the human factor in the digital world

Wolfhart Krischke | Industry Expert, Technology Expert and Keynote Speaker

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You get the full 16-page conference program and find out which top experts and exhibitors you will meet live on site. 

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Your contact for questions about the Conference

Stephan Wolf | Leiter Kundenservice

Stephan Wolf
Head of Customer Service

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

Stephan Wolf has been the face for Management Circle customers since 2002. As a dedicated team leader of our customer service, the enthusiastic swimmer is happy to answer your questions every day anew.

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