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
Conference programm 2018
Create your own personalised CCW conference programme here. Select one or more conference days and themes or view the whole CCW programme.
- Conference
Transform the way you think about service
Opening of the innovation day
Christian Hagemann | Prophete GmbH & Co. KG
Markus Rebitzky | FRIMA Deutschland GmbH
- Conference
- Innovation
Technology and Change: Change processes in a traditional industry
Heinz-Günther Lux | Evonik Industries AG
Virtual Reality – Learning in another dimension
Christoph Berger | TeamBank AG
Markus Hornaff | TeamBank AG
- Conference
- Contact centre management
- Innovation
From glasses to complete digital value-creation packages
Thomas Nieraad | RASTAL GmbH & Co. KG
- Conference
- Live specials
Parallel live visits
Select events according to your individual interests: choose between workshops or live visits.
- Conference
- Networking
CCW wine & talk at the LiveCallCenterDesign by HCD
Finish off the day by connecting with others for an exclusive sneak preview of the LiveCallCenter.
- Conference
Digital transformation as a challenge of the future
Opening of the CCW
Albert Klotz | PARSHIP ELITE Group GmbH
Rainer Wilmers | CosmosDirekt
How the digitalisation of society and communication with our customers is changing
Sascha Lobo | Internet Pioneer & Digital Philosopher
Digitalisation and its effects on customer dialogue
Sascha Lobo | Internet Pioneer & Digital Philosopher
Philipp Riederle | Digital Native
Jan Petersen | TOTAL Mineralöl GmbH
- Conference
“Learn and Laugh”
Armin Nagel | Comedy-Redner, Moderator und Serviceexperte
Customer 2025 – the rise of the omnibrand
Heinrich Welter | Genesys
Michael Carl | 2b AHEAD ThinkTank GmbH
Customer service meets digitalisation
Isabel Martorell-Nassl | Versicherungskammer Bayern
USPs: intelligent use of people
Mindset change for digital transformation
Johannes Bausch | Deutscher Spendenhilfsdienst - DSH GmbH
Mindset change for corporations
Mindset change for digital transformation
Alexander Hally | Klosterfrau
Digitalisation strategies – what we can learn from one another
Mindset change for digital transformation
Johannes Bausch | Deutscher Spendenhilfsdienst - DSH GmbH
Alexander Hally | Klosterfrau
- Conference
„Learn and Laugh“
Armin Nagel | Comedy-Redner, Moderator und Serviceexperte
Artificial intelligence – are we still more intelligent than robots?
Dr. Boris Nikolai Konrad | Hirnforscher, Gedächtnisexperte und Weltrekordhalter
- Conference
- Trade Show
New: the CAt Digital Award live
Five finalists will have 5 minutes each to present their projects.
- Conference
- Trade Show
Presentation of the CAt-Award 2018
Presentation of the Call Center Manager Award of the Year for Germany, Austria and Switzerland. The award for the CAt Digital Award will then be presented.
Florian König | Moderator und Sportreporter (RTL)
- Conference
- Networking
Get-together over a buffet
Celebrate with the winners and relax after a day packed with excitement.
- Conference
Service in transition
Introduction to the 2nd conference day
Rainer Wilmers | CosmosDirekt
Albert Klotz | PARSHIP ELITE Group GmbH
- Conference
- Breaking news
- International
Engage with customers by selecting the right channels where you can truly make a difference
Ruben Löwenstein | Samsung Electronics Benelux
- Conference
- Contact centre management
From in-house call centre to customer-oriented service provider
Ute Hablesreiter | GIS Gebühren Info Service GmbH
- Conference
- Breaking news
- Contact centre management
The customer in focus
Lars Keßler | Huawei
- Conference
“Learn and Laugh”
- Conference
- HR and law
- Innovation
The organisation of the future – how we’ve said goodbye to hierarchies and organigrammes
Sirka Laudon | Deutsche Bahn - DB Vertrieb GmbH
- Conference
Profiling: The power of knowing people
Suzanne Grieger-Langer | Profiler und Psychologin
Only those who polarise can inspire employees
1st specialist: Finding and retaining employees
Joachim Priessnitz | Transgourmet Deutschland GmbH & Co. OHG
Artificial intelligence and chatbots at AXA
2nd specialist: Digital service and sales channels
Sarah Honne | AXA Konzern AG
Unusual recruitment measures also work for medium-sized companies
1st specialist: Finding and retaining employees
Christian Menke | Mittwald CM Service GmbH
Personalising customer offers using predictive services
2nd specialist: Digital service and sales channels
Henning Ratjen | comdirect bank AG
HR work in a difficult environment
1st specialist: Finding and retaining employees
Constanze Schweinsteiger | Flughafen Berlin Brandenburg GmbH
Digital assisted channels – a tool is not a strategy
2nd specialist: Digital service and sales channels
Regina Lange | Sunrise Communications AG
- Conference
“Learn and Laugh”
- Conference
- Customer dialogue and communication
- Conference
- Breaking news
Breaking news – keeping an ear to the market
Talk to industry experts about brand new topics – bring any questions you have along with you.
Digitalisation in the B2B sector – tackling challenges and recognising opportunities
Michael Weber | Viessmann Heizsysteme GmbH
- Conference
- Live specials
VIP tour of theLiveCallCenterDesign by HCD
Experience an exclusive VIP tour with employees from Viessman Deutschland GmbH – our live partner for 2018
- Conference
- Trade Show
- Networking
20 years of CCW… Let’s celebrate!
Networking and entertainment at the CCW party 2018
An AI pilot in the customer service industry – product recommendation
Matthias Murin | Versandapotheke DocMorris N.V.
AI and neuronal networks in customer service of the future?
In dialogue with Verena Fink
Prof. Dr. Norbert Link | Hochschule Karlsruhe
Listeners’ questions: we turn questions into action.
Ask questions and share ideas based on what you've learnt at the conference. We answer concrete, practical questions with the help of swarm intelligence
Empowering digital life: Is the best service digital?
Elke Schaffer | A1 Telekom Austria AG
Science fiction or reality? Which technologies do we need for our service?
Frank Schmidt | Sky Deutschland Fernsehen GmbH & Co. KG
Decoding customer motives
Oliver Burgdorf | Telekom
