New at CCW: Masterclasses 2026
Practical, interactive, and on equal footing
With the new masterclasses, CCW is expanding its program to include a particularly intensive format for anyone who wants to delve deeper into the subject. Here, thought leaders, doers, and creative minds come together to shape the future of customer service – in a practical, interactive, and collaborative way.
The masterclasses will take place on Tuesday and Wednesday at 11:00 a.m. and 2:00 p.m. in Room VIII.
Registration is free and easy via the CCW app or by emailing Rainer.Wohlgemuth@managementcircle.de.
In this session, we will show you how to eliminate manual processes, network systems and let intelligent agents manage tasks independently - so that your customer service team can concentrate on the essentials.
Dynamics 365 creates a new form of automation across all channels: flexible, adaptive and intuitive.
Inside the Agentic CX Stack: How AI-first customer engagement is strategically conceived and technologically built
Tuesday, February 24, 2026 | 2 p.m.
Agentic AI is fundamentally changing the customer experience. In this masterclass, Max Donner and Markus Ring from the Nice Cognigy AI Transformation Team show how companies can strategically set up and technologically implement AI-first customer engagement.
The focus is on new CX concepts, the interplay between people, AI and processes, as well as the concrete structure of modern agentic CX platforms with a view to real results.
iXHero: From tool chaos to AI superpowers in the contact center
Wednesday, February 25, 2026 | 11 a.m.
Many contact centres invest in AI and still lose sight of the big picture. Isolated tools, low utilisation by agents and a lack of orchestration prevent real added value. In this masterclass, we show how our overarching platform iXHero resolves the tool chaos, bundles AI in a meaningful way and empowers agents in a targeted manner.
Real use cases are used to illustrate how fragmented AI can be turned into real operational strength. Participants will also have the opportunity to test iXHero live and experience how the platform works for themselves.
Your contact center hears everything. Are you making the most of it?
Wednesday, February 25, 2026 | 2 p.m.
The contact centre is one of the strongest sensors for customer experience - but valuable insights often get stuck in teams, tools and processes. The result: recurring complaints, slow response times and "perceived" rather than measurable improvements.
In this masterclass, Stefan Kolle (Futurelab) and Felix Katz (Sprinklr) will show how modern CFM helps to centrally consolidate customer feedback from different channels, assign responsibilities and transparently manage follow-ups.
Together, we will look at how real impetus for action can be derived from conversations, sentiment and topics - including root cause analyses, AI support and reporting that finally combines CX with ROI and business value.
Claudia Mühler
Senior Project Manager Sales CCW
E-Mail: c.muehler@managementcircle.de
Phone: +49 6196 4722-679
Torsten Krüger
Senior Project Manager Sales CCW
E-Mail: t.krueger@managementcircle.de
Phone: +49 6196 4722-693
