The Next Experience
Design by HCD
18 years old – legally an adult, but far from fully developed. The next experienceDesign by HCD takes the next step at CCW 2026: multi-experience as a holistic journey – for customers, employees, and true leaders who shape service strategically.
Since its launch 18 years ago, the project has reflected and shaped the transformation of customer dialogue – from the early call center hype to today’s hybrid, AI-powered world of work. Today, people orchestrate AI agents, lead teams across locations, and give service culture a voice, a face, and a purpose.
New in 2026: more leadership impulses, more on-site service experiences, and a stronger focus on employee well-being – with offerings for body and mind as well as inspiring talks. An open lounge invites participants to linger, network, and engage in co-creation.
The project is a cooperation between Management Circle and HCD. It is supported by the commitment of numerous partners: SERVICEWARE SE, ServiceOcean AG, Reply, Peopleware, EPOS Germany GmbH, aircall GmbH, and the communication architects at aixvox GmbH.
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
