The home of customer dialogue for 20 years. Get inspired by over 40 of the leading movers and shakers in the industry over 4 conference days. Experience interactive lecture formats. Discuss a range of topics on customer requirements of the future. Everything from artificial intelligence, through digital disruption to future-proof human resource development.
- Kongress
- Innovation
Innovation day
10% discount from 3 participants up
Conference programme 2019
Create your own personalised CCW conference programme here. Select one or more conference days and themes or view the whole CCW programme.
Disrupt Yourself & Your Business
Welcome – Innovation Day opening
Antje Sawitzki | Transgourmet Deutschland GmbH & Co. OHG
- Conference
- Innovation
The customer of the future
Sven Göth | 2b AHEAD ThinkTank GmbH
- Conference
- HR and law
- Innovation
Work Smarter
Christian Schmidtchen | Telefonica Germany
- Conference
- Contact centre management
- Innovation
Which direction will customer journeys take?
Simultaneous translation
Erwin-Paul Bouma | Cisco Systems
- Conference
- HR and law
- Innovation
- Conference
- Innovation
Radical innovation as a transformation accelerator
Dr. Stefan Thomas | REHAU
Digitalisation of the customer journey, end-to-end
Christian Filipcic | Sirona Dental Systems GmbH
- Conference
- Innovation
Establishing innovation through recombination – the experience of an innovation
Frederik Peters | SWR
- Conference
The Digital Future in Customer Service
Opening of the CCW 2019
Albert Klotz | PARSHIP ELITE Group GmbH
Rainer Wilmers | CosmosDirekt
Germany quo vadis. Digitalisation as an opportunity
Gabor Steingart | Journalist und Buchautor
Taking responsibility – accepting challenges
Wolfgang Grupp | Trigema Inh. W. Grupp e.K.
Digitalisation and automation of the service process – vision and reality
Martin Krämer | DATEV eG
Digitalisation and the impact on the customer dialogue
Gabor Steingart | Journalist und Buchautor
Wolfgang Grupp | Trigema Inh. W. Grupp e.K.
Martin Krämer | DATEV eG
- Conference
“Learn and Laugh”
Armin Nagel | Comedy-Redner, Moderator und Serviceexperte
Customer Service Navigation 2019: An insight into practice and future of diverse customer projects
Heinrich Welter | Genesys Telecommunications Laboratories GmbH
Digital Transformation in the company
From sending to communicating
Dennis Lohmann | Bayerischer Rundfunk
Digital Transformation in the company
Get actively involved and ask your questions about the individual digitalisation strategies
Frauke Riva | K+S Gruppe
Dennis Lohmann | Bayerischer Rundfunk
- Conference
“Learn and Laugh”
Armin Nagel | Comedy-Redner, Moderator und Serviceexperte
- Conference
- Customer dialogue and communication
How good customer service comes from enthusiasm
Mahsa Amoudadashi | Communico GmbH
- Conference
- Live specials
Audience Award: the CAt Digital Award in the live pitch
You decide: The audience decides by voting on the CCW App who will be the winner for 2019!
- Conference
- Live specials
Cat Award ceremony presented by Florian König
- Conference
Values, qualifications and leadership in the age of digital transformation
Introduction to the 2nd Conference day
Albert Klotz | PARSHIP ELITE Group GmbH
Rainer Wilmers | CosmosDirekt
Big Dadaism. Digitalisation with common sense
Vince Ebert | Bestsellerautor, Wissenschaftskabarettist und Physiker
Fig leaf or real transformation – digitalisation and leadership
Oliver Nissen | Deutsche Telekom Service GmbH
- Conference
“Learn and Laugh”
Armin Nagel | Comedy-Redner, Moderator und Serviceexperte
- Conference
- HR and law
- Innovation
The carer principle – why customer enthusiasm develops on the other side of the assembly line
Dr. Melanie Kramp | CosmosDirekt
- Conference
- HR and law
- International
From an employee initiative to a movement – the example of the Lufthansa corporate citizenship
Andrea Pernkopf | Lufthansa Group
- Conference
- Innovation
Digitalisation as a threat or opportunity in customer service?
Daniel Westermann | Canon, Zurich/Swiss
Digital Customer Experience – necessary evil or key digital block for future growth?
Claus Hammer | Daimler AG – Business Unit Mercedes-Benz Vans
- Conference
- International
The human firewall and its holes
Cem Karakaya | Internationale Polizei Vereinigung (IPA)
- Conference
“Learn and Laugh”
Armin Nagel | Comedy-Redner, Moderator und Serviceexperte
- Conference
- Contact centre management
- Networking
Be informed: Current topics that affect the industry Come with questions!
Unsere Top Experten diskutieren mit Ihnen zum Thema Künstliche Intelligenz im Kundendialog Live in der aktuellen Stunde. Bringen Sie sich mit Ihren Fragen aktiv in die Diskussion ein!
Coping with the transformation
Mirjam Gosetti | Touring Club Schweiz
- Conference
- Highlight
VIP guided tour through the LiveCallCenter Design by HCD – The Next Experience
- Conference
- Highlight
CCW legendary party 2019 – It’s Showtime!
Articifial Intelligence meets Customer Service
Welcome – Inspiration Day opening
Verena Fink | Woodpecker Finch GmbH
Getting AI ready @ Zalando
Dr. Mikio Braun | Zalando
Future trends of claims – visions for the claims processing of the future
Olivier Wohlfahrt | Controlexpert
Business Speed Dating
BOT@Customer Service, DP DHL
Ulrich Plösser | Deutsche Post AG
Is AI a miracle cure?
Chance instead of fear – Using AI as a smart support tool rather than as replacement for employees
Steve Preuß | Fluege.de – a brand by invia
Service beyond the Sale with Next-Generation Artificial Intelligence: Meeting Customer Needs for Privacy, Security, and Respect
Noah Schwartz | Quorum AI
Wild-water rafting to a customer market fit: Pivoting in Silicon Valley
A closer look at the world
Roman Weishäupl | SafeRoom.io
How digital assistance systems bring customer service to a new level!
A closer look at the world
Mario Claßen | AXA Konzern AG
Ethics and Artificial Intelligence – why companies have to state their values now!
A closer look at the world
