The intersection of automation and empathy in customer service is the focus in Berlin this week. CCW Call Center World 2027 runs from 22 to 25 February and combines four Masterdays with three expo days that mix strategic sessions and live demonstrations.
Dates and event format
CCW Call Center World 2027 takes place 22 to 25 February in Berlin. The schedule begins with the CCW Masterdays on 22 February and the EXPO runs from 23 to 25 February. Named Masterdays include Future Readiness Day on 22.02.2027, Customer Love Day on 23.02.2027, Touchpoint Excellence Day on 24.02.2027 and AI Transformation Day on 25.02.2027.
Expo content and session mix
The event pairs an exhibition area with a congress program delivering 200 presentations. Organizers list an international exhibition area of 20,000 sqm and a total of 50 hours allocated to networking across Masterdays and Expodays. Exhibitors will demonstrate solutions for customer dialogue in digital and hybrid environments.
Key figures
The edition lists 8,500 visitors and a program structured around 200 presentations. The format of Masterdays plus Expodays is intended to combine deep content with commercial demonstrations on the show floor.
B2B outreach and tactical preparation
Turning presence at CCW Call Center World 2027 into qualified meetings requires a short operations plan. Start by exporting the exhibitor directory and selecting 15 to 25 target companies with a clear buyer persona. Book meetings in advance and propose a 20 to 30 minute slot that includes demo time and Q&A. Prepare demos that run without full cloud connectivity and ensure data handling practices are documented for AI showcases, since data quality and governance are recurrent themes.
On the stand, follow a three-step script: rapid needs diagnosis, focused use case demo, and a defined next step with an owner and deadline. For follow-up, aim for a 72-hour window to send a tailored proposal and a timeline for pilot activities.
Speakers and sector signals
The published program includes speakers such as Jonas Senftleben, Ullas Wadhwa, Rosa Fernandez-Poser and Ilka Lauenroth. Sessions from these contributors tend to emphasize practical integration of AI agents into contact center operations.
Closing note and official access
CCW Call Center World 2027 highlights the operational challenges of combining AI with service excellence. If your objective is prospecting, convert conversations into deliverables and calendarized commitments. Tickets, Master Pass offers and the full program can be downloaded from the official site at http://www.ccw.eu/.
Imágenes
