Schedule for CCW Conference 2023

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

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

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

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

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

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

Live Tours ours at our partners

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

Berlin – a service desert or service paradise?

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

CCW wine & talk

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

Economic stagnation and inflation – prospects and challenges for businesses

Live Networking

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

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

leadership: Set an example

Distributed but connected

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.

Tailoring Experiences To Meet Evolving Customer Expectations

In the beginning was the word: professional customer service!

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

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

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

Workforce management: how do I plan customer care teams?

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

Professional quality management in customer service

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

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

Camp 2 running parallel to Camp 1

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

Presentation of the EUROCC: The European Customer Champion Awards

The finalists introduce themselves – you decide!

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

Why customer relationships are even more important for a small portfolio

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

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

360-degree customer experience

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

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

Camp 3: Automate service processes and increase service quality!

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!

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

Camp 3: Automate service processes and increase service quality!

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

Camp 3: Automate service processes and increase service quality!

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

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

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

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!

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

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

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!

AI requires more than just technology!

Artificial intelligence for classifying customer enquiries – desire and reality

Satisfied customers in debt collection - thanks to augmented contact center

How can data-driven analytics support sales?

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.

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

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

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

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