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. 

24.02.2025

08:30

Innovation Day

Expertin Antje Sawitzki

Changing working environments – new service requirements, new technologies, new opportunities!

Moderation

Antje Sawitzki | Transgourmet Deutschland GmbH & Co. OHG

24.02.2025

09:15

Innovation Day, Keynote

Experte Evangelos Avramakis

Industry in transition - how AI and connectivity are redefining the rules of the game

24.02.2025

10:00

Innovation Day

Experte Thorsten Hartig

The modern contact center - challenges and opportunities in design

Thorsten Hartig | Konzern Versicherungskammer

24.02.2025

10:30

Innovation Day

Experte Thomas Graf

Future skills in the digital world

Thomas Graf | Athletic Sport Sponsoring GmbH (www.ichbindeinauto.de)

24.02.2025

11:30

Innovation Day

Expertin Melanie Bielefeld
Experte Thorsten Hartig
Expertin Corinna Kaussen
Experte Lars Lindner

Between aspiration and reality - how can we become an attractive employer?

Expert panel

Melanie Bielefeld | TUI Customer Operations GmbH
Thorsten Hartig | Konzern Versicherungskammer
Corinna Kaussen | Digital Dialog GmbH (Rheinische Post Mediengruppe)
Lars Lindner | Förde Sparkasse

24.02.2025

12:00

Innovation Day

Experte Tobias Erhardt

Taking the customer with you in service innovations - optimizing the customer journey through self-service

Tobias Erhardt | HERMA GmbH

24.02.2025

12:30

Innovation Day

Experte Stefan Plewa
Experte Jonathan Zaiß
Experte Sascha Poggemann
Experte Denis Ziegenfuß

DHL brings AI to the contact center - a success story

Stefan Plewa | DHL Post & Parcel Germany
Jonathan Zaiß | DHL Post & Parcel Germany
Denis Ziegenfuß | DHL Post & Parcel Germany, Bonn

24.02.2025

14:15

Innovation Day

Departure for the live tours

Experience the working world of the future live

24.02.2025

18:00

Innovation Day

CCW Wine & Talk in the world of experience - the next experience Design by HCD

25.02.2025

08:30

Main Conference

Experte Henning Ratjen

What's moving the industry: megatrends, geopolitics and the challenges of the labour market

Henning Ratjen | comdirect – eine Marke der Commerzbank AG

25.02.2025

09:20

Main Conference

Experte Prof. Dr. Klemens Skibicki

There is no turning back! Or is there? Where are customer expectations heading in the age of AI?

25.02.2025

10:00

Main Conference

Experte Prof. Dr. Sebastian Heilmann

Technological parallel worlds: How geopolitical conflicts are driving the unraveling of the digital world

Prof. Dr. Sebastian Heilmann | Lehrstuhl für Politik und Wirtschaft Chinas der Universität Trier Mercator Institute for China Studies (MERICS)

25.02.2025

10:30

Main Conference

Expertin Cathryn Clüver Ashbrook

New models for new labour: intergenerational equity and flexible forms of employment for a changing world

Cathryn Clüver Ashbrook | Bertelsmann Stiftung

25.02.2025

11:30

Main Conference

Experte Markus Ring
Expertin Carolin Raezer

The 6 levels of AI-supported orchestration - a phase model for revolutionizing customer interaction

Markus Ring | Genesys

25.02.2025

12:00

Main Conference

Experte Eugen Lubaschevski

A look into the engine room − DKB’s AI journey

Eugen Lubaschevski | DKB Service GmbH

25.02.2025

12:30

Main Conference

Expertin Sandra-Maria Fischer
Experte Cyrill Luchsinger
Experte Marco Knecht
Expertin Sophie Hundertmark

Generative AI under scrutiny

Sandra-Maria Fischer | S-Markt & Mehrwert GmbH & CoKG
Cyrill Luchsinger | Blogger und Experte für Kundenzentrierung
Sophie Hundertmark | Hochschule Luzern

25.02.2025

14:15

Main Conference

Experte Axel Schulz
Experte René Höwelkröger
Experte Sven Ley
Experte Christian Steinl

Create a good basis for successful digitalisation, automation and AI introduction!

Workshop

Axel Schulz | DB Fernverkehr AG
René Höwelkröger | Neodigital Versicherung
Sven Ley | DHL Group

25.02.2025

14:15

Main Conference

Expertin Simona Kump
Expertin Melanie Bielefeld

Interactive Workshop: Future skills and AI fitness

Simona Kump | L’Oréal Deutschland
Melanie Bielefeld | TUI Customer Operations GmbH

25.02.2025

16:30

Main Conference

Logo EUROCC 2025

The nominees’ live pitches– you decide!

Meike Tarabori | cmm360 Magazin

25.02.2025

17:30

Main Conference

Experte Stefan Kuntz

With heart and soul to success – breaking new ground and staying on the ball successfully

Stefan Kuntz | Deutscher Meister und Fußball-Europameister

25.02.2025

18:30

Main Conference

Get Together:

Celebrate together with the winners and round off the first day of the congress with a cosy get-together with snacks and drinks!

26.02.2025

09:00

Main Conference

Expertin Simona Kump

The new relationship with the customer – how to exceed customer expectations and build customer loyalty

Simona Kump | L’Oréal Deutschland

26.02.2025

09:05

Main Conference

Expertin Alicia Joe

Content meets customer service: Strengthen customer loyalty with creative social media content

Alicia Joe | Youtuberin, Journalistin und SPIEGEL-Bestseller Autorin

26.02.2025

09:35

Main Conference

Experte Tilman Eichstädt

Successfully shaping customer care – how do we bring AI and humans together for successful collaboration?

26.02.2025

10:05

Main Conference

Experte Philipp Hahn

From hyper-growth chaos to sustainable scalability

Philipp Hahn | Emma – The Sleep Company

26.02.2025

10:35

Main Conference

Experte Marc Freyberg

From trouser manufacturer to love brand

Marc Freyberg | BRAX Leineweber GmbH & Co. KG

26.02.2025

11:30

Main Conference

Expertin Andrea Woll
Experte Joao Gonzaga
Experte Matthias Ledig
Experte Stefan André Raschke
Experte Andreas Klug

Automation – developing a seamless customer journey across all touchpoints

Camp 3

Andrea Woll | Neodigital Versicherung AG
Joao Gonzaga | DERTOUR Group
Matthias Ledig | Robert Bosch GmbH
Stefan André Raschke | Microsoft Deutschland GmbH
Andreas Klug | ThinkOwl

26.02.2025

11:30

Main Conference

Experte Hartmut Danielzick
Experte Timo Reustle
Experte Bernd Guske
Experte Christian Hagemann

Outsourcing – nearshoring, offshoring, management and control: which strategy is right for me?

Hartmut Danielzick | E.ON Dialog S.R.L.
Timo Reustle | Lidl Stiftung & Co. KG
Bernd Guske | Deutsche Glasfaser Unternehmensgruppe
Christian Hagemann | EnBW Gruppe

26.02.2025

14:30

Main Conference

Experte Prof. Dr. Bertolt Meyer

AI and the fusion of humans and technology: opportunities and risks

26.02.2025

15:00

Main Conference

Logo Flixcheck
Logo QuickSpeech GmbH
Logo Spitch AG

AI PANEL

26.02.2025

15:30

Main Conference

Experte Prof. Dr. Bertolt Meyer

How do your customers and employees really perceive the technology? What happens in our brain when we interact with a chatbot or a robot?

Expertpanel

26.02.2025

16:30

Main Conference

Expertin Sigrid Lukasek-Heider

Omnichannel expertise for a seamless customer journey

Sigrid Lukasek-Heider | IKEA Customer Support Center GmbH

26.02.2025

17:00

Main Conference

Expertin Barbara Körner

The future is now: how Coca-Cola is driving its own transformation

Barbara Körner | Coca-Cola GmbH

27.02.2025

08:30

Inspiration Day

Expertin Verena Fink

If you don't start now, you've already lost - utilize the potential of AI tools and gain a competitive edge!

Verena Fink | Woodpecker Finch GmbH

27.02.2025

09:15

Inspiration Day

Expertin Dr. Tina Klüwer

Safety and risks of AI: a balancing act between regulation, speed of innovation and international competition

Dr. Tina Klüwer | KI-Expertin und Autorin

27.02.2025

09:45

Inspiration Day

Expertin Maike Flathmann
Experte Nico Hemker

AI in customer service: revolution or disappointment?

Maike Flathmann | Freshworks
Nico Hemker | performio

27.02.2025

10:15

Inspiration Day

Experte Jean-Pierre Sleiman

Supercharging Banking Experience with (Gen)AI

27.02.2025

11:10

Inspiration Day

Expertin Alina Moers

EU AI Act - challenges and opportunities for customer service and sales

Alina Moers | Luther Rechtsanwaltsgesellschaft mbH

27.02.2025

11:40

Inspiration Day

Experte Max Schmiechen

Requirements for an AI code of conduct

Max Schmiechen | HORNBACH Holding AG & Co. KGaA

27.02.2025

12:10

Inspiration Day

Experte Dr. Michael Witteler

Data protection aspects in the use of AI - challenges and solutions

Dr. Michael Witteler | Pusch Wahlig Workplace Law

27.02.2025

14:00

Inspiration Day

Experte Johannes Raschpichler

The Winner Takes It All - what companies can learn from Abba, Billy Joel or COLDPLAY about acoustic brand management and what role audio AIs play in it

Johannes Raschpichler | sonocom/insone

27.02.2025

14:30

Inspiration Day

“What can I do for you?” Voice AI breaks new ground in customer service

Fabian Rosekeit | Medien Hub

27.02.2025

14:55

Inspiration Day

Experte Joshua Martic

Increasing productivity through AI - how we have achieved time savings of 20 to 30% in customer service through AI

Joshua Martic | DPD Schweiz AG

27.02.2025

15:50

Inspiration Day

Experte Magnus Josefsson

How GenAI can improve customer service

Magnus Josefsson | DERTOUR Group

27.02.2025

16:15

Inspiration Day

Experte Mark T. Hofmann

Profiling hackers - the psychology of cybercrime and how we can become a “human firewall”

Mark T. Hofmann | Behavioral- & Cyber-Profiling, Kriminal- und Geheimdienstanalyst, Organisationspsychologe (M.A.)

27.02.2025

17:00

Inspiration Day

End of the AI Inspiration Day and CCW 2025

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