Trade Show Forums
Benefit from new service solutions and the best inspiring ideas
The German-language CCW Trade Show Forums in Halls 2 and 3 offer you exciting presentations about the top trends and innovations from a wide range of service areas and industries. Discover new solutions for your daily challenges and get numerous inspiring impulses for productive, efficient customer service all the way to Total Experience Management.
Use the three days of the Trade Show to gain unique insights into the best practises of customer dialogue.
Just in time for CCW 2025, you will find the current program of the trade show forums here.
25.02.2025
10:00
Hall 2, Trade Show Forums
Ready for CCW: Your trend guide to AI innovations in 2025
Stefan Grünzner | CEO
25.02.2025
10:00
Hall 3, Trade Show Forums
AI! And where are the people? Why our workplaces need to become the #workPlace to BE
Michael Stüve | Pioneer für einzigartige Arbeitswelten
25.02.2025
10:30
Hall 3, Trade Show Forums
Transforming the customer experience: Villeroy & Boch's journey with Talkdesk
Mike Odekerken | Sales Director - Enterprise DACH | Talkdesk
Claudia Pauli | Senior Manager Service Hub | Villeroy & Boch
25.02.2025
10:30
Hall 2, Trade Show Forums
Nothing without AI? AI is nothing without humans!
Stefan Grünzner | CEO
25.02.2025
11:00
Hall 2, Trade Show Forums
Best practice: Digital AI assistant EMMA®AI at the Arvato Systems service desk
Heiko Eich | Leiter Intelligent Automation und CDO | evocenta GmbH
Lea Kati | Head of Solution Management | evocenta GmbH
Thomas Sowa | Manager Skilled Service Desk | Arvato Systems
25.02.2025
11:00
Hall 3, Trade Show Forums
Agentic AI: Disruptive strategies for the customer service of tomorrow
Oliver Graumnitz | Associate Director Transformation|DACH Innovation
25.02.2025
11:30
Hall 3, Trade Show Forums
Innovative customer service solutions with Microsoft Copilot: How Dynamics 365 and Copilot are revving up the AI-powered contact center of the future
Renè Grebenstein | Technology Specialist BizApps Service
Klara Borgmann | Go-to-Market Manager Microsoft Dynamics 365
Hüseyin Sahin | Technical Specialist BizApps Service
25.02.2025
11:30
Hall 2, Trade Show Forums
Vorteile Nearshore/Offshore bei Fachkräftemangel
Christopher Lohmann | Sales Germany
25.02.2025
12:00
Hall 2, Trade Show Forums
How the Huawei AICC co-pilot supports employee efficiency and job satisfaction
Monte Borowy | Executive Product Manager
25.02.2025
12:00
Hall 3, Trade Show Forums
Groupe Mutuel's new telephony touchpoint strategy
Samuel Borges | Project Manager | Groupe Mutuel
25.02.2025
12:30
Hall 2, Trade Show Forums
Invisible but indispensable: the impact of AI on customer service of the future
Edna Kropp | Head of Product Management
25.02.2025
12:30
Hall 3, Trade Show Forums
Customer service 2030: How people, technology and AI are shaping change together
Annika Schmidt | Marketing Manager DACH
25.02.2025
13:00
Hall 2, Trade Show Forums
"KI - meine neue große Liebe“ (oder doch nur ein One-Night-Stand?) Die SNcom und Ihre Erfahrungen und Wahrheiten in KI-Projekten!
Jörg Schwarz | Head of Sales & Marketing
Kai Mönkemeyer | Senior Solution Architect
25.02.2025
13:00
Hall 3, Trade Show Forums
The power of empathy - communicating with heart and mind
Patrick Novotny | Director Professionals & Contact Center DACH
25.02.2025
13:30
Hall 2, Trade Show Forums
Schreiben war gestern. Die automatisierte Redaktion: Der nächste Schritt zur Automatisierung von Wissensmanagement und Self-Service
Sebastian Grunwald | Senior Product Manager
25.02.2025
13:30
Hall 3, Trade Show Forums
AI meets CX: Using generative AI successfully. Best practice for employees & customers
Andreas Klug | AI Evangelist
25.02.2025
14:00
Hall 3, Trade Show Forums
First line of defense: No process needs AI if it runs properly
Fabio Cadalbert | Community Manager Health | BSI Software
Sascha Däsler | CEO | Crossnative
25.02.2025
14:00
Hall 2, Trade Show Forums
Mit Voice AI zur Service-Exzellenz - DHL zeigt, wie’s geht
Philipp Heltewig | CEO & Co-Founder | Cognigy
Daniel Ziegenfuß | Senior IT Project Leader | DHL Post und Parcel Germany
Jonathan Zaiß | Division Manager Digitization | DHL Post and Parcel Germany
25.02.2025
14:30
Hall 2, Trade Show Forums
Strengths-oriented work in customer service: more motivation and better results
Katrin Seidel | CEO, Trainer & Coach
25.02.2025
14:30
Hall 3, Trade Show Forums
Neudefinition digitaler Kundenbeziehungen: Integration menschenzentrierter Werte im Zeitalter der KI
Stevan Lazic | CTO
25.02.2025
15:00
Hall 3, Trade Show Forums
Agent Onboarding and Coaching with AI-Driven Simulation
Olaf Hansen | Vice President Business Development
25.02.2025
15:00
Hall 2, Trade Show Forums
Empowering customer interactions, mastering customer journeys
Daniel Karadza | Country Manager & Senior Director Sales Germany
Konstantin Kuhn | Sales
Andreas Nothdurft | Ecosystem Lead DACH/ Salesforce Business Group Lead DACH | Accenture
Tobias Schneider | Senior Principal at Accenture - Lead of Customer Service Management Advisory | Accenture
25.02.2025
15:30
Hall 3, Trade Show Forums
Future. Simple. AI - So that increased efficiency in customer service does not remain a myth
Rainer Holler | CEO
25.02.2025
15:30
Hall 2, Trade Show Forums
42 is just the beginning: The knowledge base as the key to all answers
Hendrik Buske | Director Solution Engineering & Customer Success
25.02.2025
16:00
Hall 2, Trade Show Forums
Digital transformation in customer service: How Deutsche Telekom is revolutionizing CX with Sprinklr
Jeremias Heidbrink | Global Account Executive | Sprinklr
Bianca Löwemann | Senior Innovation Manager | Deutsche Telekom
25.02.2025
16:00
Hall 3, Trade Show Forums
Wie nutze ich künstliche Intelligenz in Verbindung mit (m)einer Contact Center Lösung?
Martin Wild | CEO | SOGEDES.DIGITAL AG
25.02.2025
16:30
Hall 2, Trade Show Forums
Customer service & AI - friend, foe, stumbling blocks
Detlev Artelt | CEO, Innovator, Communication-Architect, Consultant | aixvox GmbH
25.02.2025
16:30
Hall 3, Trade Show Forums
Digital self-services with the no-code toolbox Flixcheck
Maximilian Jekutsch | Head of Sales Development | Flixcheck GmbH
Sebastian Rönnecke | Head of Customer Care | goldgas GmbH
25.02.2025
17:00
Hall 2, Trade Show Forums
Use cases for speech dialog systems - from DTMF to AI
Frank Sinde | Manager Consulting
25.02.2025
17:00
Hall 3, Trade Show Forums
The future of customer service: How AI is changing the way agents work
Felix Stelzer | CEO
25.02.2025
17:30
Hall 3, Trade Show Forums
How is (agentic) AI changing customer service? Let's try it out!
Thomas Buchner | Principal
26.02.2025
09:30
Hall 2, Trade Show Forums
From fragmented communication to clarity: How Tagesspiegel is redefining customer service with Aircall, Leafworks and Zendesk
Sharifah Bengel | Strategic Account Executive
Sarah Paulsen | Head of Service | Tagesspiegel
Lukas Ratschke | Geschäftsführer | Leafworks
26.02.2025
09:30
Hall 3, Trade Show Forums
Contact center, CRM integration & AI in perfect harmony: insights into the practice of a global customer service organization
Martin Haushofer | Sales Director
Tobias Wagner | Manager UC | WSAudiology
26.02.2025
10:00
Hall 2, Trade Show Forums
Wie kann telefonischer Kundenservice Umsatz generieren und gleichzeitig Kosten einsparen?
Ulf Kühnapfel | Co-Founder & Chief Revenue Officer
26.02.2025
10:00
Hall 3, Trade Show Forums
How do I make the right decision in the face of high cost pressure and difficulties in retaining staff? - With precise forecasts and a complete overview!
Marc Sobisch | Senior Consultant
26.02.2025
10:30
Hall 2, Trade Show Forums
Digitalisierung mit Herz und Verstand: Fahrplan zum neuen Operating Model
Ralf Mühlenhöver | Digitization expert for CS-/CX
26.02.2025
10:30
Hall 3, Trade Show Forums
AI Chatbots: The Good, The Bad, and The Ugly – Learn how to avoid AI pitfalls and pick a vendor that delivers
Koda Skurzewski | Board Member & Group Chief Commercial Officer
26.02.2025
11:00
Hall 2, Trade Show Forums
Nothing without AI? AI is nothing without humans!
Stefan Grünzner | CEO
26.02.2025
11:00
Hall 3, Trade Show Forums
Focus on CX trendsetters: the transformative power of human-centric AI
Marc Voigt | Solutions Consultant
26.02.2025
11:30
Hall 2, Trade Show Forums
Customer service from EWE - Interested in RealTalk? With #KiM26 to noticeable customer satisfaction
Jürgen Heim | Sr. Account Executive, Enterprise
Lisa Coordes | Leiterin Portfolio Management | EWE
Daniel Albrech | Leiter Kunde & Service | EWE
Irfan Hajdarevic | Senior Manager - Service Excellence | Deloitte
26.02.2025
11:30
Hall 3, Trade Show Forums
50% faster, 100% more precise: How leading companies are using AI to redefine service.
David Eberle | Co-Founder and CEO
26.02.2025
12:00
Hall 2, Trade Show Forums
AI meets CX: 10 Practical examples for the use of conversational automation and AI
Marius Gerwinn | Conversational AI Expert
26.02.2025
12:00
Hall 3, Trade Show Forums
Presentation by Peopleware
Andreas Bopp | Sales Director
26.02.2025
12:30
Hall 3, Trade Show Forums
CCaaS neu gedacht: 5 Erfolgsfaktoren für Ihre CCaaS-Transformation mit Sprinklr und NTT Data
Heiko Kuhn | Sales Specialist CCaaS
Martin Troll | Marketing Consultant | NTT DATA
26.02.2025
12:30
Hall 2, Trade Show Forums
Customer wow instead of ticket chaos: the HubSpot effect in service
Mirco Müller | Geschäftsführer OPEN Digitalgruppe
26.02.2025
13:00
Hall 3, Trade Show Forums
CX priorities 2025: The key focus areas for CX leaders this year
Markus Stuebing | Manager - Customer Success | Freshworks
Samuel Comerford | Vice President | Unzer
26.02.2025
13:00
Hall 2, Trade Show Forums
IT support at Champions League level: Why only BPO rocks the Modern Workplace!
Roman Salem | Vice President Business Development
26.02.2025
13:30
Hall 3, Trade Show Forums
Empathie trifft Intelligenz: Wie schafft man einen Kundenservice, der gleichermaßen effizient und menschlich ist?
Katharina Schug | Business Development Manager
26.02.2025
13:30
Hall 2, Trade Show Forums
AI turbo in customer service: how smart technologies support quick decisions and detailed analysis
Sebastian Eggert | Head of Automation
26.02.2025
14:00
Hall 2, Trade Show Forums
...and we would do it again - Eurowings and Ströer X - a strong partnership
Dirk Scholand | Chief Sales Officer (CSO)
26.02.2025
14:00
Hall 3, Trade Show Forums
Neudefinition digitaler Kundenbeziehungen: Integration menschenzentrierter Werte im Zeitalter der KI
Stevan Lazic | CTO
26.02.2025
14:30
Hall 3, Trade Show Forums
Digitale Transformation des Kundenservice bei Rheinenergie mit Amazon Connect und Salesforce
Max Wall | Go-Market-Manager
26.02.2025
14:30
Hall 2, Trade Show Forums
The key to safe AI: master the EU AI Act with VIER AI Gateway
Ralf Nikolai | Head of Product Management AI
26.02.2025
15:00
Hall 2, Trade Show Forums
How satisfied are employees with their workplace? What HP's Work Relationship Study says about this.
Uwe Remy | Sales Director Collaboration Specialists
26.02.2025
15:00
Hall 3, Trade Show Forums
Abtauchen in Lösungen: Wie Sie Personalmangel effektiv meistern
René Jacobi | Head of Customer Operations DACH
26.02.2025
15:30
Hall 3, Trade Show Forums
Problem solving with AI
Davor Japunčić | Operations Director, Operations & AI in CX
26.02.2025
15:30
Hall 2, Trade Show Forums
Strengths-oriented work in customer service: more motivation and better results
Katrin Seidel | CEO, Trainer & Coach
26.02.2025
16:00
Hall 3, Trade Show Forums
Frustration-free waiting area - the SMM Waiting Room - Increase KPIs and the satisfaction of your customers and employees through good CX design
Anne Schilling | Team Lead Bots und Conversational AI
Sandra Maria Fischer | Requirement & Implementation Manager
26.02.2025
16:00
Hall 2, Trade Show Forums
AI! And where are the people? Why our workplaces need to become the #workPlace to BE
Michael Stüve | Pioneer für einzigartige Arbeitswelten
26.02.2025
16:30
Hall 3, Trade Show Forums
Quality is not everything, but without quality everything is nothing. The AI quality guarantee with USU Knowledge Management
Harald Huber | Managing Director
26.02.2025
16:30
Hall 2, Trade Show Forums
Whether AI agent or human agent - no success without data and workflows
Matthias Kohrsmeier | Advisory Solution Consultant
Timo Fuhrmann | Advisory Solution Consultant
26.02.2025
17:00
Hall 3, Trade Show Forums
Customer experience agility: Case study on the influence of GenAI and new competitive requirements
Mitch Lieberman | VP of Product, Fuel CX
26.02.2025
17:00
Hall 2, Trade Show Forums
End-to-end processes: Perfect integration of input and output management in customer communication management
Martin Bobek | Enterprise Sales Manager
Thomas Schneider | CEO
27.02.2025
10:00
Hall 3, Trade Show Forums
3 Years From Now - first thesis: 90% of all companies use AI in first-level support
Andreas Lappano | Direktor Vertrieb & Business Development | regiocom Customer Care SE
Sascha Wollenberg | Chief Commercial Officer | Teleperformance Germany
Frank Sinde | Manager Consulting | Damovo Deutschland GmbH & Co. KG
27.02.2025
10:00
Hall 2, Trade Show Forums
Beyond Conversational AI - challenges and opportunities: insights into an omnichannel bot project
Anna Mutska | Bot Specialist
Anne Schilling | Team Lead Bots & Conversational AI
27.02.2025
10:30
Hall 3, Trade Show Forums
3 Years From Now - second thesis: AI departments will have to be established in companies (similar to an IT or marketing department)
Andreas Klug | AI Evangelist | ThinkOwl Europe GmbH
Roland Schmidkunz | Geschäftsführer | ZEITGEIST Beratungsmanufaktur GmbH
Lewe Zipfel | Sr. Director Solutions Consulting Central EMEA | Genesys Cloud Services Germany GmbH
27.02.2025
10:30
Hall 2, Trade Show Forums
How do I master change processes in personnel deployment? - Successfully shaping change with Explainable AI and data-driven decisions!
Werner Schafhauser | Co-CEO
27.02.2025
11:00
Hall 3, Trade Show Forums
3 Years From Now - third thesis: Hyper-personalization is becoming the new norm - those who don't use big data to accurately predict customer needs will fall by the wayside
Dr. Bernd Plannerer | Geschäftsführer | CreaLog Software-Entwicklung und Beratung GmbH
Johannes Hehr | Chief Sales Officer | knowhere GmbH
Martin Wild | Gesellschafter, CEO | SOGEDES GmbH
27.02.2025
11:00
Hall 2, Trade Show Forums
"Organisierte Schwerhörigkeit": Warum uns Kommunikation heutzutage so viel Nerven kostet und wie uns KI von alltäglicher Klangklempnerei erlösen kann.
Johannes Raschpichler | Inventor, founder and CEO | INSONE GmbH
27.02.2025
11:15
Hall 2, Trade Show Forums
Startup Visions Spotlight Sessions
27.02.2025
11:30
Hall 3, Trade Show Forums
How Huawei AICC brings innovation to the customer experience with AI and video
Peter Csikos | Executive Manager
27.02.2025
12:00
Hall 3, Trade Show Forums
Investing in the future: trends and goals for successful contact centers
Markus Grutzeck | Vorstandsvorsitzender
27.02.2025
12:55
Hall 2, Trade Show Forums
The Winner is... Presentation of the Startup Visions Award CCW 2025
Udo Schüring | Inhaber | Netzwerk-Szenerie
27.02.2025
13:15
Hall 2, Trade Show Forums
DialogXplosion
Hata Gashi | Marketing
