The home of customer dialogue for 21 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 2020
Create your own personalised CCW conference programme here. Select one or more conference days and themes or view the whole CCW programme.
- Conference
- Innovation
- International
Silicon Valley Ecosystem: How good ideas really become innovations
Christoph Burkhardt | Innovationspsychologe
- Conference
- Innovation
Get Employees Enthusiastic about Changes: From sending to communicating
Dennis Lohmann | Bayerischer Rundfunk
What Do Today’s Customers Expect from us?
Erwin-Paul Bouma | Cisco Systems
Just Start! How do you connect the traditional and the digital in our customer service?
Isabell Martorell-Nassl | Versicherungskammer Bayern
- Conference
- Contact centre management
What Made Our Reorganisation Project Successful?
Wolfgang Hummer | EVN AG
- Conference
- Contact centre management
- Innovation
Quality Boost – A multidimensional quality offensive
Sabine Brandner | ServiceCenter der Erste Bank und der österreichischen Sparkassen Gruppe
- Conference
- Innovation
Fuck-up Session! Use the mistakes of the professionals to benefit your progress!
Where did we go wrong? What would we do differently next time? This discussion round focuses not on success stories but on mistakes made by the speakers.
Innovation and customer service live and interactive
All-in-one solution – how do I tell my boss?
Verena Fink | WOODPECKER FINCH GmbH
Sandra Hörmann | Woodpecker Finch GmbH
- Conference
- Networking
CCW Wine & Talk in the LiveCallCenterDesign by HCD – the next experience
Round off the day with an exclusive visit to the LiveCallCenter!
Digital Change: Why mental transformation must come first!
Prof. Dr. Klemens Skibicki | PROFSKI GmbH
Customer Service of the Future – How we can become even faster and better
Frauke Hegemann | comdirect bank AG
- Conference
Bon Voyage! Insights into the radically customer-oriented “fashion connect” retail experience
Daniel Füchtenschnieder | Bonprix Retail GmbH
Young and Demanding: What Generation Z expects of employers and customer service
Dr. Steffi Burkhart | Human Capital Evangelist und Millenial
What I love, my readers love. Why are we the service of tomorrow?
Laura Noltemeyer | Designdschungel GmbH
- Conference
- Customer dialogue and communication
Service Check!
We want to know: What does that mean for customer service specifically?
Daniel Füchtenschnieder | Bonprix Retail GmbH
Dr. Steffi Burkhart | Human Capital Evangelist und Millenial
Laura Noltemeyer | Designdschungel GmbH
The Rise of Cobots
The Crux of the Matter: Technology or talent?
Steffen Kramer | Google Germany GmbH
Successful Transformation from Single to Omni in the Digital World
Patrick Sostmann | Visable GmbH
Let the Sales Magic Happen – Energy Service in the Digital Transformation
Tanja Larisch | E.ON Energie Dialog GmbH
Fuck-up Session: Use the mistakes of the professionals to benefit your progress!
Where did we go wrong? What would we do differently next time?
- Conference
- Innovation
Wild Knowledge – Outthink the Revolution
- Conference
- Live specials
Presentation of the CAt Award and the CAt Digital Award
- Conference
- Networking
Around the world – the legendary CCW party!
- Conference
- Contact centre management
- Innovation
Service Experience Excellence at N26: A FinTech perspective
Martin Schilling | N26
Camp 1: The Foundation Camp
How Do I Create a Professional Call Centre? - The ABC's of Customer Service – Using performance figures to manage - How Do You Give Advice on Taboo Topics?
Thomas Leismann | Medi-Markt
Rolf Grus | Mainova ServiceDienste GmbH
Jonas Schmieder | INSENIO GmbH
Nora Rost | INSENIO GmbH
Camp 2: The Contact Centre Camp
Nearshore versus Offshore Outsourcing: Is this the promised land?
Carsten Biel | Zalando SE
Albert Klotz | Parship Elite Group GmbH
Marcin Kupczak | Flixbus – FlixMobility Experience GmbH
- Conference
- HR and law
Camp 3: The Recruiting Camp
Successful Recruiting without Recruiters - Future Uncertain! In what way should we be working today? - Purpose-driven Agile Transition in an International Family Business
Sarah Dönnebrink | Motel One GmbH, München
Markus Stelzmann | Tele Haase Steuergeräte Ges.m.b.H
Christian Menke | Mittwald CM Service GmbH
Camp 4: Automate and reposition!
Is Two Too Many? - From Expense to Profit Centre – Strengthen the position of your department!
Volker Lambrecht | Provinzial Rheinland Versicherung AG
Anne Schubert | Provinzial Rheinland Versicherung AG
Alpay Sümerval | Enterprise Rent-A-Car
Camp 5: The Technology Camp
Messengers: This is how they're changing customer communication - Omnichannel Cloud Contact Centre Solutions
Thorben Braun | Klaus versichert GmbH
Andrew Hall | Odigo
- Conference
- Contact centre management
- HR and law
Camp 6: The Employee Camp
The Workforce of Tomorrow - Preventing High Turnover in the CC: Identify reasons for leaving, take countermeasures
Doreen Huber | Lemoncat
Dr. Julian Süß | FunctionHR
Going the Extra Mile in Customer Service
Jens Leucke | Freshworks
Future Panel: CCW’s tech favourites at the trade show
See four hot tech solutions in a short-and-sweet presentation on the conference stage.
- Conference
Great Customer Experiences Start with Great Maker Experience
Phillip Raub | B8ta
- Conference
- Customer dialogue and communication
Human, respectful, successful: This is how your choice of words really works
Supporting Customer Dialogue with Artificial Intelligence Methods
Prof. Wolfgang Maaß | DFKI
ERGO’s Voice Strategy in Customer Service: Be a voice, not an echo
Gregor Wiest | Ergo Group AG
AI Networking – Experience-sharing session
Which participant is in the same situation as you? Who has taken on a challenge similar to yours and found a solution? Meet the other participants and exchange ideas about your experiences with AI!
Operational Machine Learning – Best practices for reusable models
Dr. Stefan Ebener | Google
AI Support in Telemedicine: What data does the system need and how do I correctly implement AI into the conversation?
Werner Wittich | Medgate Tele Clinic
Artificial Intelligence in Customer Service – Challenges on the path to productive use of voice bots
Dr Benjamin Geißler | Gothaer Finanzholding AG
AI Science Slam – Side note: Refreshing news from AI research
In the Science Slam, three young scientists take to the stage and each have ten minutes to present their research projects in an insightful, captivating and entertaining way. And just like the Poetry Slam, the audience is the jury and will decide who wins the slam!
Introduction of a New Speech Recognition Solution in Conjunction with Artificial Intelligence
Dario Tibolla | Swisscard AECS
How Big Data and Artificial Intelligence Fundamentally Disrupt and Transform an Industry
Sebastian Schulze | Fit Analytics
AI for Kids – Service as an comprehensive concept for safer use of the internet
Richard Pursey | SafetoNet
Everywhere Commerce – Voice interfaces, autonomous warehouses, self-driving delivery
Daniel Gebler | Picnic
Your road map for more innovation in customer service.
A live visit in the contact centre or an interactive workshop?
Decide for yourself on day 1 of the CCW. Open new doors with Zalando SE, Booking.com and DB Digital and many more.
