The home of customer dialogue for 22 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
Conference programme 2021
Create your own personalised CCW conference programme here. Select one or more conference days and themes or view the whole CCW programme.
Brave and Agile through the Crisis – Making our Brains Fit for Change!
Stephan Ehlers | FQL Agentur für Kommunikation
Doing Your Own Thing for the Customer – Become a Game Changer in the Company!
Nora Möbus | Nestlé Deutschland AG
Success through Collaboration
Regarding the Crisis: Peak Power, Innovation and Customer Centricity
Feldin Smajlovic | SAVD Videodolmetschen GmbH
Digital Internal Communication as a Catalyst for Corporate Culture
Regarding the Crisis: Peak Power, Innovation and Customer Centricity
Marco Kaiser | DPD Schweiz
Innovation and Customer Service Live and Interactive
Decide on one of three parallel live tours* or on the workshop on the topic of home office and register directly for it.
Remote instead of Face to Face: Successfully Manage Service and Sales Teams Remotely
Thomas Hohlfeld | Ribbon und Partner GmbH
Sandrine Boutez | CBC - Communication & Business Consulting GmbH
CCW Wine & Talk in the LiveCallCenter the Next Experience – Design by HCD
Let the day end with an exclusive tour of the LiveCallCenter the next experience Design by HCD!
- Conference
The Corona Effect: Generation C – Organisation C – Leadership C
Prof Dr Jutta Rump | Instituts für Beschäftigung und Employability IBE
- Conference
The New Way: Favourite Places, Agile Meeting Corners, and Digital Transformation
Oliver Eske | AXA
- Conference
Trust as the Key Factor – Retaining Employees and Winning Customers
Eva Schulte-Austum | team karin burger
- Conference
Potential Points of Generational Conflict and Tactics to Handle Them
Short Video-Impulse directly from the US
Jeff Butler | Speaker, Author and Workplace Strategist
- Conference
Digital Transformation of Business Processes – Innovation at the Heart of the Company
Julia Martin | REWE Digital GmbH
- Conference
Facebook: Outlook into the Future of Customer Communication
Claudia Studtmann | Facebook
- Conference
The Pandemic as an Opportunity – Staying in Close Contact at all Times
Crisis Heroes and Successful Change Management: Camp 1
Bettina Lichtner | AOK Baden-Württemberg
- Conference
WhatsApp in Tourism – the Perfect Customer Service Channel even in a Crisis: Better, Faster and One Step ahead.
Crisis Heroes and Successful Change Management: Camp 1
Christian Sroka | Heimathafen® Hotels
- Conference
Nearshore versus Offshore Outsourcing: Is This the Promised Land?
Service Provider Camp: Camp 2
Carsten Biel | Zalando SE
Marcin Kupczak | Flixbus – FlixMobility Experience GmbH
- Conference
The Nominees’ Live Pitches
The nominees face the audience in a live pitch. Vote to decide which projects will be awarded the title “European Customer Champion”!
- Conference
Making Quick and Correct Decisions under Stress
Knut Kirchner | Bundesliga- und Fifa-Referee
- Conference
Announcement of Winners and Presentation of the European Customer Champion
- Conference
TikTok: Where Companies Become Creators
David Roland | TikTok
- Conference
Between Campaign and Customer Concerns – Complaint Management in Real Time
Thilo Stracke | Berliner Verkehrsbetriebe (BVG) & BerlKönig
Frank Büch | Berliner Verkehrsbetriebe (BVG) & BerlKönig
- Conference
There is no Digital Market Development at Medium-Sized Companies without Data Management
Base Camp: Camp 3
Daniela Grumbach | Hailo-Werke Rudolf Loh GmbH & Co. KG
- Conference
The ABC of Customer Service – Control with KPIs
Base Camp: Camp 3
Rolf Grus | Mainova ServiceDienste GmbH
- Conference
Interlinking Customer Service and Sales – Who Drives Whom?
Base Camp: Camp 3
Tilman Richers | Mankiewicz Gebr. & Co.
- Conference
Close-Up Camp
What are Young People's Expectations of Your Customer Service?
Nora Möbus | Nestlé Deutschland AG
- Conference
How do You Motivate Colleagues who Are Working from Home?
New Work Camp: Camp 5
Laura Koller | PAYBACK GmbH
- Conference
Work@home | Opportunities and Risks for Employees and Service Organisations
New Work Camp: Camp 5
Uwe Richter | Home Shopping Europe GmbH
- Conference
“New Work Does not Work without a New Way of Working”
New Work Camp: Camp 5
Martin Kompan | Dr. Oetker
- Conference
Digital yet Close to the Customer
Technology and Automation Camp: Camp 6
Wolfgang Heykena | Volksbank eG
Markus Rebitzky | Volksbank eG
- Conference
Customer Service the Digital Transformation Era – Strengthening Our Customer Relationships by Creating an Ecosystem
Technology and Automation Camp: Camp 6
Dr. Stefan Medenbach | Hypo Vorarlberg Bank AG
- Conference
Successful Self-Service with the Help of AI: Key Factors of a Good Help Centre
Technology and Automation Camp: Camp 6
Elisabeth Feistritzer | adidas Runtastic GmbH
- Conference
- Conference
Recruiting & Onboarding in Customer Service – Is Virtual-Only around the Corner?
Jill Mähler | OTTO
Corinna Beck | OTTO
- Conference
Service to Sales – Energy Sold
Tanja Larisch | E.ON Energie Dialog GmbH
- Conference
Future Panel: Tech Favourites of the CCW Trade Show
Experience four hot tech solutions briefly and entertainingly on the conference stage.
Tanja Larisch | E.ON Energie Dialog GmbH
AI Needs More than Technology
Prof Dr Marion Weissenberger-Eibl | Fraunhofer Institut System- und Innovationsforschung (ISI)
Text Analysis with AI – how AI Characterises Customers and Inspires Them with Tailored Messages
Simon Tschürtz | 100 Worte
Where Will the Journey Take Us? Can and Should AI Really Reveal a Person’s Personality? Opportunities and Risks when Using Artificial Intelligence
Simon Tschürtz | 100 Worte
Prof Dr Marion Weissenberger-Eibl | Fraunhofer Institut System- und Innovationsforschung (ISI)
Every Employee Deserves AI Support
Andreas Klug | ThinkOwl
How Norway’s Biggest Bank Automated 51% of Its Online Chat Traffic with AI
Jan Thomas Lerstein | DNB Bank
Abhilash Nair | Jan Thomas Lerstein
AI Science Slam – excursus: Refreshing News from AI Research
Science Slam states: Clear the stage for science!
AI Project Targeting Customers
Bino Mathew | Sanvartis GmbH
Rediscovering Customer Touchpoints. Call Centres, Fax Machines and Artificial Intelligence in Practice
Our Chatbot Talk
Sarah Haider | Salzburg AG
David Harsányi | Konica Minolta
Artificial Intelligence vs. Human Sales Intuition
Matthias Schmidt | mobile.de GmbH
