CCW - Der Kundenservice & Call Center Kongress in Berlin: CCW Berlin for innovative customer dialogue

CCW 2026: Where innovation meets community – until 2027!

CCW 2026 - Das war die 28. internationale Kongressmesse für innovativen Kundendialog

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That was CCW 2026!
Inspiring ideas, innovative solutions, personal encounters and plenty of CCW spirit: in the CCW Movie, we’ll take you back to Berlin once more.

A BIG THANK YOU to everyone who was there!

In 2027, CCW will embark on a new chapter – with four Masterdays, three Expodays and plenty of new highlights.

Press play and relive the best moments.

Get your Master Pass at the early-bird price now

Discover Europe’s leading event for customer service, CX and AI: CCW Berlin

Entdecken Sie die CCW Kongressmesse für innovativen Kundendialog

Masterdays

Meet the international experts in customer engagement. A wealth of expertise from more than 40 speakers on digital disruption, artificial intelligence and the customer needs of the future!

The CCW Masterdays

Expo

Meet leading companies from the sector in person in Berlin over the course of three days at the trade fair. Be inspired by innovative solutions for customer engagement in the digital age.

The CCW Expo

The latest news on what’s on offer at CCW Berlin

CCW 2026 press release

What topics will shape the Customer Dialogue in 2026? Read the latest press release on the 27th CCW Berlin, featuring the most important key facts and highlights.

To press release

CCW Kongressmesse Fotos und Impressionen

Impressions

Highlights from the recent CCW Berlin. We’ve put together a wide selection of fantastic highlights for you.

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Become an Exhibitor or Sponsor

Become part of the CCW Expo and benefit from in-depth discussions with prospective clients and customers. We offer you an interactive platform for networking.

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You can look forward to, amongst other things, some fascinating insights

Jonas Senftleben

Dresdner Verkehrsbetriebe

Ullas Wadhwa

Hapag-Lloyd AG

Rosa Fernandez-Poser

Toom Baumarkt

Ilka Lauenroth

TUI

Meet leading exhibitors and sponsors at the CCW Expo

See for yourself the benefits of CCW Berlin

8.500 VisitorsCCW AppInternational event280 expert presentations4 Conference and 3 Trade Show Days50 hours of networking

Here's what previous participants and exhibitors have to say

For the industry - but also for me personally - CCW is our annual "class reunion" - where we as an industry can see innovations and trends and also discuss them intensively. I look forward to this very much, especially after the years of the pandemic. It's nice to finally be able to do this in person again.
M. Adamsky | DB Dialog GmbH

As a CX manager, attending CCW is great for me because I take away a lot of new impulses and have a great professional exchange.
K. Marquitz | WEITBLICK GmbH & Co. KG

Come along to CCW Berlin!

CCW Berlin Tickets

Be there in person and experience CCW Berlin first-hand. Secure your ticket now and look forward to inspiring ideas, valuable discussions and new perspectives.

Tickets

CCW Program

In the CCW Program, you’ll find all the key information about the Masterdays, the main highlights and the list of exhibitors – to help you plan your visit to the full.

Program download

Get the latest updates with our CCW Blog

With AI agents for smart automation

16.03.2026

Agentic AI opens up a new form of automation in service and customer care: away from rigid dialogue trees and towards systems that understand goals, plan steps and execute tools reliably. If you want to improve customer experience and efficiency in the long term, now is the time to get to grips with it.

Bad data is expensive

23.02.2026

Many AI initiatives fail not because of a lack of technology, but because of poor data quality and unclear structures. Dr Tim Wiegels' article shows why artificial intelligence does not eliminate existing weaknesses in processes and definitions, but rather reinforces them. Specific practical examples are used to illustrate how inconsistent KPIs, inconsistent data and a lack of accountability can lead to costly mistakes.

Agentic AI with Guardrails: Why "Prompt and Pray" has failed in the enterprise context

04.02.2026

This article uses specific practical requirements to show why simple prompt-based AI approaches are not sufficient in the enterprise environment and what risks are associated with them. The focus is on how Agentic AI paves the way to secure, scalable and responsible AI in customer service with clear guardrails, governance structures and systemic architecture.

CCW 2027 - Europe’s Home of Customer Service, CX and AI – for over 27 years

NEW: MASTERDAYS: February 22–25, 2027

EXPO: 23–25, 2027