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
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
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
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
Florian König | Moderator und Sportreporter (RTL)
- 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?
Andreas Schneider | Canon, Zürich/CH
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!
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
Teaching a computer to wear shoes: exploring the role of artificial super intelligence in customer support
A closer look at the world
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
