CCW 2026 – Berlin, Germany
Overview
CCW 2026 is Europe’s most significant international event for innovative customer dialogue, marking its 27th anniversary as the definitive meeting point for the customer service and contact center industries. Held annually in Berlin, the event bridge the gap between human empathy and technological precision, offering a comprehensive look at the future of customer experience (CX). The 2026 edition centers on the transformative power of Agentic AI, exploring how autonomous systems can be integrated into enterprise workflows with necessary governance and human oversight.
The event is divided into two major components: a high-level four-day congress and a three-day international trade show. The congress features over 40 top-tier speakers from global brands like Lufthansa, ING, and Fressnapf, who share strategic insights on digital disruption and the evolving needs of the future customer. Meanwhile, the trade show floor hosts more than 230 exhibitors across 8,000 square meters, showcasing the latest in telecommunications, CRM systems, and AI-driven automation tools to an audience of approximately 8,000 professional visitors.
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Buy on AmazonHosted at the Estrel Congress Center (ECC), CCW 2026 provides an immersive networking environment with specialized zones like the AI Stage, Startup Visions, and the TeleTalk Demo Forum. The summit goes beyond traditional exhibits by offering guided tours and “experience worlds” that make abstract technologies tangible for decision-makers. Whether attending for the strategic foresight of the congress or the practical solutions of the trade show, participants gain a competitive edge in navigating the complex digital landscape of modern customer communication.
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Event Highlights
- Agentic AI and Governance Labs: Discover why simple prompt-based AI is failing in enterprise contexts and learn to build scalable, responsible AI journeys with clear systemic guardrails.
- TeleTalk Demo Forum: Experience high-speed solution benchmarking where smart customer service tools are compared in live, 10-minute intervals to showcase real-world performance.
- Specialized Concept Areas: Explore dedicated spaces such as the World of AI and BI and the Next Experience Design by HCD, focusing on the intersection of remote work and data analytics.
- 10th Anniversary Retrospective: Join exclusive sessions with the original founders of the European CX movement to celebrate a decade of innovation and view the strategic roadmap for 2030.
Why Attend
CCW 2026 is the ideal destination for customer service directors, CX managers, and digital transformation leaders who are responsible for the front-line interactions of their brands. In a market where customer expectations are shifting toward instantaneous, personalized service, this summit provides the technical and strategic blueprints required to modernize the contact center. It is the only event in Europe where the entire CX ecosystem—from hardware providers to ethical AI researchers—gathers to solve the industry’s most pressing operational challenges.
The benefit of attending lies in the balance between high-level strategic vision and hands-on technical application. Participants walk away with actionable insights to improve agent productivity, reduce churn, and integrate AI without losing the “human touch” that defines excellent service. Beyond the formal program, the event’s legendary networking opportunities, including the official CCW party and various bar meetups near the Estrel, facilitate the peer-to-peer connections that often lead to long-term collaborative breakthroughs and career advancement.
Date & Duration
- Event Date: February 23 – 26, 2026 (Congress) | February 24 – 26, 2026 (Trade Show)
- Event Duration: 4 Days
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Ticket Information
- How Tickets Are Sold: Tickets are available for purchase through the official CCW registration portal, with some exhibitors offering free trade show vouchers to their clients.
- Admission Type: Registration options include Trade Show Visitor passes, Congress Delegate passes, and specialized packages for Solution Providers or In-House Leaders.
- Ticket Pricing: Pricing ranges from a minimum of $27 for a standard trade show daily ticket to a maximum of $4,245 for a premium 4-day Solution Provider congress pass.
- Special Seating Options: Congress participants receive reserved seating in the main auditoriums and access to dedicated catering areas within the Estrel Congress Center.
- VIP Options: Premium tickets include access to exclusive executive lounges, pre-event speaker meet-and-greets, and invitations to private networking events held on the first evening.
Venue / Location
- City and Country: Berlin, Germany
- Venue Name: ECC Berlin (Estrel Congress Center)
- Google Maps Address: Sonnenallee 225, 12057 Berlin, Germany
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Contact Information
- Email: kundenservice@managementcircle.de
- Phone Number: +49 6196 4722200
- Official Website: https://www.ccw.eu/en/
- Social Media Links:
- https://www.linkedin.com/showcase/ccw-berlin-conference-and-tradeshow-for-innovative-customer-dialogue/?viewAsMember=true
- https://twitter.com/ccw_berlin
- https://www.youtube.com/user/CallCenterWorld
- http://www.facebook.com/ccw.eu
Getting There
- Nearest Airport: Berlin Brandenburg Airport (BER) is approximately 8 miles from the venue and can be reached in 20 minutes by taxi or shuttle.
- Nearest Train/Metro Station: Sonnenallee S-Bahn Station is located a 3-minute walk from the venue entrance, providing direct access to the city’s ring line.
- Bus Routes or Public Transport Options: The M41 bus line serves the Ziegrastrasse stop directly outside the ECC, connecting the venue to the Berlin Main Station.
- Parking Availability: The Estrel Congress Center features an underground car park with 450 spaces and a dedicated taxi rank at the entrance.
- Directions by Car: Accessible via the A100 city motorway; take exit 24 for Buschkrugallee and follow the signs for the Estrel and Grenzallee.
What is this event?
CCW is Europe’s leading international congress and trade fair for customer service, contact center management, and innovative customer dialogue. It brings together the entire CX ecosystem to explore how technology and human insight can create better customer journeys.
The event combines a high-level strategic conference with a massive exhibition floor featuring over 230 solution providers. It is the annual benchmark for professionals who want to stay at the forefront of the service industry.
Why is it popular?
The event is popular because it provides the highest concentration of CX decision-makers in Europe, making it the premier venue for networking and business deals. It is famous for its practical live demos and its ability to make complex AI technologies accessible to business leaders.
Its popularity is also driven by its longevity and reputation for quality, having served the industry for over 25 years. The combination of a world-class venue in Berlin and a program that covers every aspect of customer dialogue makes it a must-attend for service professionals.
Attendee Experiences
- The TeleTalk demos were a fantastic way to see how different CRM tools actually perform under pressure in real-time.
- I managed to meet with five potential AI partners in a single morning and still had time for a great networking lunch.
- The focus on Agentic AI gave me a completely new perspective on how to automate our support tickets without losing quality.
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FAQ's
Is the conference part different from the trade show area?
The CCW Congress is a specialized four-day program featuring high-level keynotes and strategic panels that requires a specific delegate pass for entry. The Trade Show is a three-day exhibition that runs alongside the congress, offering a broader marketplace for tools and technologies which can be accessed with a more affordable visitor ticket.
Can I attend the event if I do not speak German?
CCW is an international event and the majority of the main stage congress sessions provide simultaneous translation in English for all participants. The trade show floor also features an international exhibitor base with many staff members fluent in English, ensuring that visitors from across the globe can participate in technical discussions and networking.
What is the dress code for the congress and evening receptions?
The recommended dress code for CCW is business casual, which is suitable for both the professional technical sessions during the day and the social networking events in the evening. While the atmosphere is professional, the organizers encourage a "come as you are" approach that reflects the creative and dynamic nature of the customer service community.
How do I use a voucher code for a free trade show ticket?
If you have received a voucher code from an exhibitor or partner, you can redeem it online through the official CCW ticket shop until the day before the trade show begins. Once redeemed, you will receive a QR code that allows you to print your badge at the self-service counters at the Estrel Congress Center for quick admission.
Are there facilities for storing luggage at the venue?
The Estrel Congress Center provides a free cloakroom for congress participants where you can securely store jackets, bags, and smaller carry-on suitcases. For larger pieces of luggage, it is recommended to use the storage facilities at your hotel or the lockers available at major train stations like Berlin Hauptbahnhof or Südkreuz.
