Schedule for CCW Conference 2025
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.
23.02.2026
09:00
Innovation Day
From gaming to customer service – innovation drivers present the new technological reality
Moderation
23.02.2026
09:10
Innovation Day
Indiana Jones in customer dialogue? What we can learn from the gaming industry for service and sales
Keynote
23.02.2026
10:30
Innovation Day
Fit for the future: supporting end customers in the age of AI
Startup Visions Winner
23.02.2026
11:30
Innovation Day
Making the right decisions! How do we achieve the best possible quality in our choices?
Keynote
23.02.2026
12:15
Innovation Day
Agentic AI in corporate use – better customer experiences, measurable ROI
23.02.2026
12:45
Innovation Day
Where the value creation of the 2030s will emerge – and what it means for shaping the workplace
23.02.2026
14:14
Innovation Day
Departure for the live tours
Choose one of four parallel live tours and register directly for your preferred Option.
23.02.2026
14:15
Innovation Day
Live Tour 3
Experience the Bosch Innovation Campus Berlin - an open IoT and AI ecosystem that combines new technologies, agile working and start-up innovations in one place.
23.02.2026
14:15
Innovation Day
Live Tour 2
Discover how the LEGO Consumer & Shopper Engagement team in Berlin brings joy to millions of fans worldwide - with passion, innovation and a playful spirit. Visit us near Alexanderplatz!
23.02.2026
14:15
Innovation Day
Live Tour 1
Experience first-hand how home24 uses innovative processes and modern technology to ensure a first-class customer experience - true to the motto "We put customers first".
23.02.2026
14:15
Innovation Day
Live Tour 4
Discover Berlin's future up close in the Futurium - on an exclusive tour with insights into people, nature and technology, combined with a charming Berlin sightseeing route.
23.02.2026
18:00
Innovation Day
CCW Wine & Talk in the adventure world the next experience Design by HCD
23.02.2026
19:30
Innovation Day
CCWelcome Night – hosted by Foundever
24.02.2026
09:00
Main Conference
Welcome to the big picture – how technology, sovereignty and markets shape dialogue
Moderation
24.02.2026
09:20
Main Conference
Welcome to the age of Agentic AI: What the Agent Economy means for Customer Service & Experience Management
Keynote
24.02.2026
10:00
Main Conference
24.02.2026
10:30
Main Conference
The world economy on the catwalk – who sets the styles for 2026?
Keynote
24.02.2026
11:30
Main Conference
Empathic customer experiences in the AI age: EU compliance, digital sovereignty and agentic innovation for a future-proof CX
24.02.2026
12:00
Main Conference
Strategies for AI with real added value
24.02.2026
12:30
Main Conference
GenAI in the daily work of the Otto Group: our ogGPT as a success factor
24.02.2026
14:30
Main Conference
Vision meets reality – the first steps of AI transformation
Camp 1
24.02.2026
14:30
Main Conference
How AI is fundamentally changing career paths and the labour market – and what that means for your company
Camp 2
24.02.2026
14:30
Main Conference
Between empathy and efficiency: when AI, when human? In search of the optimal balance
Camp 1
24.02.2026
15:00
Main Conference
24.02.2026
15:30
Main Conference
AI as a brand amplifier: Helvetia’s path to identity-shaping communication
Camp 1 Interview
24.02.2026
16:30
Main Conference
The Award: The European Customer Champions are chosen
Meike Tarabori | cmm360 Magazin | Moderation
24.02.2026
17:30
Main Conference
Once you start, there’s no turning back
Keynote
24.02.2026
18:15
Main Conference
Award ceremony for the three European Customer Champions and get-together
Meike Tarabori | cmm360 Magazin | Moderation
25.02.2026
09:00
Main Conference
Rethinking customer experience – bold and radical ways to achieve the wow effect!
Moderation
25.02.2026
09:05
Main Conference
Tradition. Innovation. Future – why customer enthusiasm at Hugendubel is no coincidence
Keynote
25.02.2026
09:35
Main Conference
Thinking electricity differently – how we want to communicate with customers and the challenges we encountered
25.02.2026
10:05
Main Conference
Social media and other services: the evolution of community management at Nestlé and its impact on diverse communities
25.02.2026
11:29
Main Conference
Smart. Scalable. Strategic – how AI supports the development of a seamless customer journey across all touchpoints
Camp 3 Moderation
25.02.2026
11:29
Main Conference
Outsourcing, nearshoring, offshoring, steering and control – which strategy suits me?
Camp 4 Moderation
25.02.2026
11:30
Main Conference
Customer first! Using AI-driven process optimisation to increase satisfaction and growth from onboarding to retention
Camp 3
25.02.2026
11:30
Main Conference
Tendering and first experiences – customer service goes offshore
Camp 4
25.02.2026
12:00
Main Conference
Transformation without detours – avoiding mistakes, seizing opportunities
Camp 3 - Expert Panel
25.02.2026
12:00
Main Conference
Advancing sustainability in the provider relationship
Camp 4
25.02.2026
12:30
Main Conference
The outsourcing formula: from in-house to external – efficient, flexible, future-proof and aligned with your DNA
Camp 4
25.02.2026
12:30
Main Conference
AI agents & multichannel bots – models and best practices for customer service 2030
Camp 3
25.02.2026
14:19
Main Conference
AI with brains? On the benefits and limits of the technology
Moderation
25.02.2026
14:20
Main Conference
AI and you – between mental obesity and new freedom
Keynote
25.02.2026
14:50
Main Conference
The AI highlights from the CCW Trade show united on the conference stage!
Three are set - who will be No. 4?
25.02.2026
15:20
Main Conference
Using AI smartly and utilising the new freedom - but how?
Expert Panel
25.02.2026
15:40
Main Conference
Inspiring guests with AI and dialogue service providers while relieving staff
25.02.2026
16:30
Main Conference
In step with the future – leadership, culture and AI in harmony
Moderation
25.02.2026
16:30
Main Conference
25.02.2026
17:00
Main Conference
Rethinking leadership in times of unpredictability and empowering people
Keynote
25.02.2026
19:00
Main Conference
Galactic Night - the legendary CCW party
26.02.2026
08:45
Inspiration Day
26.02.2026
09:00
Inspiration Day
Successfully introducing AI: 8 steps to move from hype to action – a practical guide
Keynote
26.02.2026
09:30
Inspiration Day
Automation is a thing of the past – this is how AI agents create genuine relationships
26.02.2026
10:30
Inspiration Day
Customer Servicing @ Lufthansa – a (success) story of transformation
26.02.2026
11:00
Inspiration Day
Transformation in the service centre through Agentic AI and multi-agent orchestration – an open experience report
26.02.2026
11:30
Inspiration Day
Avatars in banking – the future has begun
26.02.2026
13:00
Inspiration Day
The team of the future: how do you lead a team of people, bots and AI coaches?
Interview
26.02.2026
13:30
Inspiration Day
AI needs brains – achieving successful AI with the right team
26.02.2026
14:15
Inspiration Day
Co-determination and the works council – bringing everyone on board!
legal practice
26.02.2026
15:00
Inspiration Day
Ticked off? Your most important to-dos from the EU AI Act for legally compliant use of AI in customer dialogue
legal practice
26.02.2026
15:30
Inspiration Day
Bad data is expensive! No smart solutions without clean data – AI needs quality!
Keynote
Free Download:
You can download the CCW 2026 program here.
On 32 pages you will find the complete congress program and find out which top experts and exhibitors enriched the CCW 2026 on site.
To receive the PDF for CCW 2026, simply fill out the download form. You can also obtain the program without consent by calling our customer service on the following telephone number: +49 6196 4722-800
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.
