RECOMMENDED EVENT The CCC Convention’s Anniversary Edition in Berlin (22 June 2017)

CCC is pleased to celebrate a very special anniversary with you in 2017. The CCC Convention is the top event for experts in the customer care industry and business decision-makers and it will take place for the 20th time. On Thursday, June 22, 2017, CCC will present international speakers and offer opportunities for networking and exchange on exciting service topics and business trends at the “Tagungswerk” in Berlin. More details and registration here.

In the anniversary edition, headlined “Unique Services: How selected measures lead to great customer service“, we learn more about innovative measures that make extraordinary customer service possible.

Founded in 1998 by CCC as an Austrian event with national participants, the CCC Convention now welcomes more than 100 guests from all over the world every year, as well as speakers from well-known companies who look far beyond industry borders in their presentations.

This year, another customer care expert will be honored with the CCC Special Award for his or her achievements for and commitment to the industry. The award winner will be admitted to the CCC Hall of Fame. In 2016, Robert Murray, bestselling author, and an international business leader was honored with the 11th CCC Special Award.

The keynote speakers and the highlights

Prof. Dr. Nils Hafner is an international expert in the development of long-term profitable customer relationships. As an author and international keynote speaker, he advises medium-sized and large companies across Europe.

Moderation and opening speech: Unique Services: How selected measures lead to great customer service
– What are unique services and do they contribute to a differentiation strategy?
– Which are the main instruments to design, control and steer unique services?
– How do AI (artificial intelligence) and Big Data make unique services affordable to a customer-focused company?


 

As General Manager for Customer Experience solutions in Europe, Siegfried Schallenmüller is responsible for the strategic development of the European business of Dimension Data around digital customer experience solutions. These include consulting and delivery, and operation of digital solutions supporting sales and services processes based on omnichannel platforms, Internet of things solutions, and mobile applications.

Keynote: Driving Next Generation Customer Service. Connecting Consumers and Devices
– IoT provides a rich platform enabling smart customer services processes. Context from physical devices unlocks new potential for proactiveness and personalization of services.
– Experiencing and discussing IoT-enabled use cases and solutions for customer service making real-time sensor information, bot automation, video and mobile consumer devices powerful ingredients of exciting customer journeys.


 

Cordula Winter-Schweizer has over 12 years of experience in Insurance & Financial Services, focusing primarily on Customer Loyalty, Retention, and creating great Customer Journeys. Cordula is currently the Global Lead of Customer Experience at Zurich Insurance and has been with them since 2014. Prior to Zurich, Cordula was Head of Customer Experience at Zurich Insurance in Switzerland, prior to that, she managed Retention & Customer Satisfaction at Baloise Insurance and before, she was responsible for the Loyalty Program of Mercedes-Benz Bank in Germany.

Keynote: Translating the Zurich “Extramile” into clear business value
– What’s the difference between satisfaction and loyalty?
– Which micro-moments boost loyalty?
– How do we measure the impact on the business results?


 

Olav V. Strawe founded TeleTalk, the leading German magazine for customer service and contact centers in 1993. He is now CEO of Fortify Communications, a provider of communications services and solutions for customer interaction in San Francisco and Berlin.

Keynote: Unique services start with unique communication
– The secret is in the mix: How to design a unique communication approach in an omnichannel world.
– Small data can be beautiful too: Big Data is a great tool for Big Corporations. But how can the rest of us provide unique services on a small data footprint?
– Show me the way: Learn from examples how to a build unique communication and service experiences and how to adopt them in your organization.


About the CCC Convention

The CCC Convention is an international business and customer care event and promotes the exchange of experiences among international experts. The CCC Convention was launched in Vienna in 1998 with the goal of professionalizing and developing the image of the industry. Today, the Convention looks far beyond industry borders every year. Keynote speeches and lively discussions provide valuable business input on international economic trends and successful business models.

More details and registration here