Digital buyer journeys
What digital buyer journeys means for buyers and exhibitors in this sector.
Event overview
Overview
CCW Berlin is Europe's premier platform for customer service, customer experience, and AI. From February 22 to 25, 2027, attendees will engage in four Masterdays focusing on Future Readiness, Customer Love, Touchpoint Excellence, and AI Transformation.
The expo will showcase leading companies and innovative solutions in the industry. CCW Berlin takes place in Berlin, Germany.
Venue: ECC Berlin (Estrel Congress Center).
TL;DR
- 1Dates and Venue: February 2027 at Estrel Congress Center (ECC), Sonnenallee 225, Berlin, Germany - confirm exact dates on ccw.eu before booking travel.
- 2Organiser and Format: Management Circle AG runs CCW as a customer contact and CX conference with an accompanying exhibition, scheduled talks, and vendor demonstrations.
- 3Focus: contact-center operations, customer service strategy, conversational AI and agent assist, workforce management, quality assurance, and omnichannel journey design.
- 4Who Should Attend: customer service directors, contact-center operations leads, CX strategists, service technology vendors, and consultants working on service transformation.
- 5Registration: tickets are sold via ccw.eu; the listing notes early-bird pricing until 30 November 2026, so verify the current rate and deadline before booking.
Why visit
Gain insights from over 280 expert presentations and network with 8,500 professionals in customer service and experience. Dates and Venue: CCW Berlin takes place from February 22 to 25, 2027, at ECC Berlin. Scale and Focus: The event features over 280 expert presentations and 8,500 attendees. Buyer Authority: Attendees include leaders in customer service and experience sectors.
Why exhibit
Showcase your solutions to a targeted audience of decision-makers in customer service and experience. Buyer Authority: Attendees include leaders in customer service and experience sectors. Meet qualified buyers and partners including Companies providing customer service solutions, AI technology firms, Consulting agencies specializing in CX. Position your offer across customer service software and tools, ai-driven customer engagement solutions, training programs for customer.
Attendees, exhibitors & solutions
Who this event is for
Visitor profile
Typical attendee groups you can expect to meet.
Customer service directors and heads of contact centers
CX and customer journey strategy leaders
Contact-center operations managers covering workforce management, scheduling, and quality
Digital service and self-service product owners
Conversational AI and agent-assist technology providers
CRM, CCaaS, and voice analytics vendors
Customer insights and voice-of-the-customer analysts
Service transformation consultants and systems integrators
Training, coaching, and workforce engagement specialists
Procurement and vendor management leads for service technology
Exhibitor profile
Main supplier and exhibitor segments present at the show.
Companies providing customer service solutions
AI technology firms
Consulting agencies specializing in CX
Software developers for customer engagement
Training and development organizations
Telecommunications providers
Product categories
Key solution areas showcased across the event.
Customer service software and tools
AI-driven customer engagement solutions
Training programs for customer service teams
Consulting services for CX strategy
Telecommunications and call center technology
Data analytics for customer insights
Location & Facilities
Venue
ECC Berlin (Estrel Congress Center)
Berlin, Germany
Facilities
Parking
ECC Berlin (Estrel Congress Center) in Berlin typically provides on-site or adjacent visitor parking during major trade fairs; confirm daily rates, payment methods and hall access on the organiser or venue website before travel.
Food options
On-site catering
On-site diningParking: ECC Berlin (Estrel Congress Center) in Berlin typically provides on-site or adjacent visitor parking during major trade fairs; confirm daily rates, payment methods and hall access on the organiser or venue website before travel.
Gate: Follow organiser signage to the main visitor entrance at ECC Berlin (Estrel Congress Center) for badge collection; allow extra time for security screening during peak morning arrival.
Attend
Entry & tickets
Intelligence
Market context
Key market insights, trends, news and related events to help you understand the bigger picture.
Berlin, Germany
Why it matters
Attending CCW Berlin on 2027-02-22 to 2027-02-25 in Berlin lets buyers and specifiers benchmark suppliers, see live demonstrations, and compress months of vendor meetings into one focused trade visit — worthwhile when your category roadmap aligns with the official exhibitor profile.
Industry trends
Key trends shaping this market and its wider industry.
Sustainability in procurement
What sustainability in procurement means for buyers and exhibitors in this sector.
Automation and labour efficiency
What automation and labour efficiency means for buyers and exhibitors in this sector.
Regional supply-chain resilience
What regional supply-chain resilience means for buyers and exhibitors in this sector.
Hybrid engagement models
What hybrid engagement models means for buyers and exhibitors in this sector.
Plan your trip
Travel & logistics
Local currency · EUR
Arrival airports
Choose from the following airports, with convenient access to the event and venue.
Berlin Brandenburg
to venue
by car
Local transport
Get around the city with these convenient transport options.
S-Bahn / regional train
Estimated costApprox. EUR 4-5 single Berlin ABC ticket; confirm BVG/VBB fares
Best forBerlin Brandenburg Airport (BER) to Neukölln or Ostkreuz, then Ringbahn S41/S42 to Sonnenallee for Estrel Congress Center
Use a VBB ticket covering zone ABC for BER. Validate before boarding and allow 45-60 minutes with one change. Check BVG/VBB for engineering works during your travel dates.
taxi
Estimated costEUR 35-85 taxi or rideshare to the venue district
Best forBerlin Brandenburg Airport (BER) to Estrel Congress Center / Sonnenallee
Taxi is the simplest option with luggage. Travel time is roughly 30-45 minutes outside peak traffic; winter weather can extend it. Confirm the fare band at the official taxi rank.
rideshare
Estimated costApprox. EUR 45-70 app quote; surge pricing possible
Best forBerlin Brandenburg Airport (BER) to Neukölln / Estrel Congress Center
Uber, Bolt, and FreeNow operate in Berlin. Fares are app-quoted and can rise at peak times; confirm pickup points at BER and the venue.
U-Bahn / S-Bahn within Berlin
Estimated costApprox. EUR 3.50-4.50 single AB/ABC ticket; day tickets available
Best forCentral Berlin hotels to Sonnenallee station and Estrel Congress Center
The Ringbahn S41/S42 connects Neukölln, Ostkreuz, and Sonnenallee. Use the VBB app for route changes and platform information.
bus / tram
Estimated costApprox. EUR 3.50-4.50 single VBB ticket; same ticket as rail within zones
Best forLocal Berlin routes to Sonnenallee and the Estrel Congress Center area
Bus and tram can fill gaps when S-Bahn lines are disrupted. Confirm the best stop for Estrel on the VBB app before boarding.
regional train
Estimated costApprox. EUR 4-5 with a Berlin ABC VBB ticket; confirm airport surcharge rules
Best forBerlin Brandenburg (BER) to ECC Berlin (Estrel Congress Center)
Regional services are faster than S-Bahn on some routes. Check whether your ticket includes BER airport access and validate before boarding.
Weather
February in Berlin is late winter: expect cold, grey weather with daytime temperatures around 0-7°C, night frost, and a mix of rain and occasional snow. Daylight is short, with sunset around 17:30. Pack a warm coat, layers, waterproof shoes, and an umbrella; confirm the forecast before travel.
Plan for the climate
Check temperatures and pack accordingly
Venue connectivity
Berlin has broad 4G and 5G coverage. EU roaming rules apply for EU SIMs; non-EU visitors should arrange an eSIM or local prepaid SIM before relying on mobile data. Venue Wi-Fi availability and login process should be confirmed with Estrel Congress Center or the organiser, especially if you plan live demos or video calls.
Ride-hailing
Taxis
Public transit
Car rentals
Cultural notes
Useful information to help you have a smooth and respectful visit.
Business language
German is the local language; international customer-contact events in Berlin often run sessions in English. Confirm the language of specific CCW tracks and bring a translation app for local transport and wayfinding.
Punctuality and scheduling
Berlin business culture values punctuality. Arrive on time for meetings and sessions, and build 20-30 minutes of buffer for S-Bahn transfers, especially in winter.
Currency and payments
Germany uses the euro (EUR). Cards are widely accepted, but some cafes and smaller shops remain cash-friendly; carry a small amount of cash for incidentals.
Tipping
Service is usually included, but rounding up or leaving 5-10% is common for good restaurant service. Confirm card payment prompts at the terminal if you want to add a tip.
Sunday and evening planning
Many shops close on Sundays, and some restaurants have limited hours. Book dinner reservations and buy transit passes or groceries on Saturday if you arrive over the weekend.
Accessibility and inclusion
Major Berlin stations and Estrel Congress Center are generally used by international business visitors. Request specific accessibility details from the venue or organiser in advance, especially for step-free routes from Sonnenallee station.
Practical guides
Visitor & Exhibitor Essentials
Everything needed to arrive prepared, navigate the event, and make the visit productive.
Flights
Destination: BER
Berlin Brandenburg (BER) is the main airport. For February 2027, book early for the CCW window: London-Berlin nonstop flights are short, while long-haul routes from Dubai, New York, Singapore, and other markets often require one connection. Fares in this listing are planning bands, not live quotes; compare refundable options and allow winter buffer for delays.
Hotels
Find a stay near the venue with options for every budget.
Check-in (recommended)
2027-02-22
Check-out (recommended)
2027-02-25
Transport
Get to the venue and around the city with these options.
Airport → venue: Primary gateways: Berlin Brandenburg (BER). Allow road or rail time to ECC Berlin (Estrel Congress Center); on-site parking is usually available at major exhibition venues.
Hotel → venue: Estrel Berlin is adjacent to the congress center. HOLI City Apart Hotel Berlin, ABACUS Tierpark Hotel, Motel Plus Berlin Neukölln, Novotel Berlin Mitte, ibis Styles Berlin Treptow, and Mercure Hotel Berlin Tempelhof are generally 15-35 minutes away by S-Bahn, bus, tram, or taxi. Use Sonnenallee station for Estrel and confirm the best route from your specific hotel with the VBB app.
Ride-hail: Uber, Bolt, and FreeNow are commonly used ride-hailing options in Berlin. Fares are app-quoted and can rise at peak times; confirm pickup points at BER and Estrel Congress Center, and keep the app language in English if needed.
Public transit: Berlin's S-Bahn, U-Bahn, bus, and tram network runs under the VBB fare system. For Estrel Congress Center, the practical route is S-Bahn or regional rail to Neukölln or Ostkreuz, then Ringbahn S41/S42 to Sonnenallee, followed by a short walk. A Berlin ABC single ticket covers BER; validate tickets before boarding and check BVG/VBB for disruptions.
Parking: Estrel Congress Center has on-site paid parking, with rates set by the venue. Confirm current daily rates, height restrictions, and exhibitor loading access with Estrel or the organiser before driving. Public transport is usually simpler during event days because local roads and parking areas can be busy.
Weather
Plan and pack for the event climate.
Month: February 2027
Temperature: Approx. 0-7°C daytime; night frost common.
Seasonality: Late-winter overcast with rain or light snow; short daylight and occasional icy pavements.
Packing: Warm coat, layers, waterproof shoes, umbrella, smart-casual business attire, and a portable battery for long days at the venue.
Plan your trip
Planning
Best day to visit: Day 2 (mid-show)
Mid-show days at CCW Berlin usually combine full exhibitor attendance with scheduled B2B meetings, before early pack-down on the final day.
T-1
Day -14: Confirm registration status and ticket type on ccw.eu; check whether early-bird pricing applies and whether your pass includes sessions, workshops, or exhibition access.
T-2
Day -14: Book a refundable hotel near Sonnenallee or the Ringbahn so you can reach Estrel Congress Center without long transfers.
T-3
Day -12: Check your BER arrival terminal and plan the S-Bahn or regional route to Neukölln or Ostkreuz, then the Ringbahn S41/S42 to Sonnenallee.
T-4
Day -10: Download the ccw.eu agenda and shortlist sessions on contact-center operations, agent assist, workforce management, and CX measurement.
T-5
Day -10: Request meetings with exhibitors whose CCaaS, quality assurance, or conversational AI roadmaps match your current service stack.
T-6
Day -7: Prepare three vendor questions: integration with your CRM, data residency, and pricing model; do not rely on booth staff for basic security claims.
T-7
Day -5: Check the Berlin forecast and pack layers, waterproof shoes, and a warm coat for February.
T-8
Day -3: Confirm travel insurance, passport validity, and any Schengen entry requirements for your nationality.
T-9
Day -2: Set up a BVG/VBB transit app or buy tickets; confirm the best route from your hotel to Sonnenallee.
T-10
Day -1: Charge devices, pack a portable battery, and save your registration QR code offline.
Day 0
Arrive 30-45 minutes before your first session for badge collection and security; use the cloakroom if available.
Day 0
Keep a digital note of the sessions and exhibitors you visit so follow-up does not depend on memory.
Day 1
Review leads and vendor notes in the evening; schedule follow-up calls while the context is fresh.
Day 2
Before departure, confirm any promised materials, demos, or proposals from exhibitors and note the contact owner.
Sample visitor itinerary
Route-optimised day
Day 1 · morning
Registration and hall orientation at ECC Berlin (Estrel Congress Center)
Day 2 · core sessions
Supplier meetings and product demos
Day 3 · wrap-up
Final negotiations and follow-up
Networking spots
2CCW Berlin registration concourse
ECC Berlin (Estrel Congress Center)
Central meeting point before and between hall appointments during show days.
Organiser B2B lounge (if offered)
ECC Berlin (Estrel Congress Center)
Hosted matchmaking and buyer programmes when published by the organiser.
Budget
Costs & budget
Build your working budget
Adjust the inputs below to create a directional event budget.
Estimated budget
Live estimate
- Hotel × 2 nights€190.00
- Per diem × 2€150.00
Estimated total€340.00
This is a directional estimate. Please verify live rates before booking.
Decision
Visit, exhibit, or skip?
Should you go?
Use this quick check to decide whether CCW Berlin fits your visit, exhibit or skip plan.
QUESTION 1 OF 6
What is your primary role?
Decision matrix
Compare participation options side by side to choose the best fit for your objectives.
visit
Your category focus aligns with the official product themes.
Best for
Buyers, researchers, and delegates evaluating the programme and networking value.
Min. budget
$400.00
Timeline
4-8 weeks before opening day for registration and travel.
Risks
Limited session times published - confirm agenda before booking.
exhibit
You have a clear lead-generation or launch goal for this market.
Best for
Suppliers and brands seeking qualified meetings with the event audience.
Min. budget
$2,500.00
Timeline
3-6 months for stand booking, freight, and marketing prep.
Risks
Booth pricing not published in captured sources - confirm with organiser.
skip
Programme, audience, or commercial goals do not match your plan.
Best for
Teams whose category or region fit is weak this edition.
Timeline
N/A
Risks
No major risks listed.
Gallery
Photos
FAQs & glossary
Answers
Frequently asked
What is CCW Berlin?
CCW is a customer contact and customer experience event organised by Management Circle AG at Estrel Congress Center in Berlin. The programme combines conference sessions with an exhibition of service technology providers, with content aimed at contact-center operations, CX strategy, and service transformation teams.
When and where is CCW 2027?
The 2027 edition is scheduled for February 2027 at Estrel Congress Center, Sonnenallee 225, Berlin. Confirm the exact dates, hall access, and agenda on ccw.eu before booking flights or hotels.
Who attends CCW Berlin?
Attendees are primarily customer service directors, contact-center operations managers, CX strategists, digital service owners, and vendors selling CCaaS, CRM, workforce management, quality assurance, and conversational AI. Consultants and systems integrators also attend to track service technology roadmaps.
Is CCW Berlin open to all visitors or trade-only?
CCW is a business event for customer contact and CX professionals. Registration and access rules are set by the organiser, so check the ticket terms on ccw.eu; some sessions or exhibition areas may have separate access conditions.
How do I register and what does a ticket include?
Register through ccw.eu. Ticket categories and inclusions vary, so check whether your pass covers conference tracks, workshops, exhibition access, or networking events. The listing notes early-bird pricing until 30 November 2026; verify the current rate and deadline on the official page.
What topics are covered at CCW?
Expect content on contact-center operations, customer service strategy, agent assist and conversational AI, workforce management, quality assurance, voice of the customer, omnichannel service, and customer journey design. Use the published agenda to shortlist tracks that match your current stack and metrics.
Will there be exhibitors and product demos?
Yes, CCW includes an exhibition where service technology vendors demonstrate contact-center platforms, AI assistants, analytics, and workforce tools. Check the exhibitor list on ccw.eu and book meetings in advance if you have specific integration or procurement questions.
What language are the sessions in?
Berlin events often mix English and German content. Check the agenda for the language of each session or track, and bring a translation app for local transport and venue wayfinding if you do not speak German.
How do I get from Berlin Brandenburg Airport to the venue?
Take S-Bahn or regional rail from BER to Neukölln or Ostkreuz, then change to the Ringbahn S41/S42 to Sonnenallee, which is a short walk from Estrel Congress Center. Allow roughly 45-60 minutes and buy a Berlin ABC ticket, approximately EUR 4-5. A taxi takes roughly 30-45 minutes and costs approximately EUR 50-75 depending on traffic.
Where should I stay for CCW Berlin?
Estrel Berlin is adjacent to the venue and is the most convenient option. Hotels around Neukölln, Treptow, Tempelhof, and Mitte are 15-35 minutes away by S-Bahn or taxi. Book early for February 2027 and confirm cancellation terms before paying.
Is parking available at Estrel Congress Center?
The venue has on-site paid parking, with rates set by Estrel. Confirm current daily rates, height restrictions, and exhibitor loading access before driving. Public transport is usually simpler during event days because local roads and parking areas can be busy.
What is the weather like in Berlin in February?
February is late winter in Berlin, with daytime temperatures around 0-7°C, night frost, and a mix of rain and occasional snow. Daylight is short, with sunset around 17:30. Pack a warm coat, layers, waterproof shoes, and an umbrella.
Can I get a visa invitation letter for CCW?
Germany is in the Schengen area, and visa rules depend on your nationality. After registering, ask Management Circle AG whether the organiser provides invitation letters for visa applications. Check the German Federal Foreign Office and your local German embassy for current requirements and processing times.
Is the venue accessible?
Request specific accessibility details from Estrel Congress Center or the organiser before travel, especially for step-free routes, seating, and interpreter needs. Major Berlin stations generally have step-free options, but not every route is barrier-free, so plan your arrival route in advance.
What should I wear to CCW Berlin?
Business casual or smart casual is appropriate for conference sessions and exhibition meetings. Bring comfortable shoes for walking between halls and train stations, and a warm layer for the Berlin winter.
Glossary
- CCaaS
- Contact Center as a Service: cloud-hosted software for routing, IVR, agent desktop, analytics, and workforce tools, usually bought on subscription. At CCW Berlin, CCaaS vendors demonstrate how service teams replace or augment on-premise contact-center stacks.
- CX
- Customer experience: the sum of interactions a customer has with a brand across sales, service, and support. CCW sessions use CX to connect contact-center metrics with journey design and retention.
- Contact center
- An operation that handles inbound and outbound customer interactions by voice, chat, email, social, and messaging. CCW Berlin focuses on how contact centers balance automation, agent workload, and service quality.
- WFM
- Workforce management: forecasting, scheduling, and intraday management of agent capacity. At CCW, WFM content typically covers Erlang-style forecasting, shrinkage, and the impact of digital channels on staffing.
- AHT
- Average handle time: the average duration of a customer interaction, including talk time, hold, and after-call work. AHT is one of the core operational metrics discussed in contact-center performance sessions.
- FCR
- First contact resolution: the share of customer issues resolved in the first interaction without follow-up. CCW exhibitors often position knowledge tools and agent assist against FCR improvement.
- CSAT
- Customer satisfaction: a survey-based measure of how satisfied customers are with a specific interaction or journey. CCW content links CSAT to coaching, quality assurance, and channel design.
- NPS
- Net Promoter Score: a loyalty metric based on customers' likelihood to recommend a brand. At CCW Berlin, NPS is discussed alongside operational metrics to show how service affects growth.
- IVR
- Interactive voice response: an automated phone menu that routes callers or provides self-service. Modern CCW demos show IVR being replaced or augmented by conversational AI and natural-language routing.
- Conversational AI
- AI systems that understand and respond to customer language across chat, voice, and messaging. At CCW, vendors show containment, agent assist, and multilingual support use cases for service teams.
- Agent assist
- Real-time guidance for human agents, such as suggested answers, next-best actions, and knowledge snippets. CCW Berlin exhibitors use agent assist to demonstrate productivity gains without removing human judgment.
- Quality assurance
- The process of scoring and coaching agent interactions against quality criteria. AI-enabled QA, speech analytics, and automated scoring are recurring themes for contact-center leaders at CCW.
- Omnichannel
- A coordinated service approach that lets customers move across voice, chat, email, social, and messaging with context carried over. CCW sessions examine the operational and data changes needed for true omnichannel service.
- Voice of the customer
- A programme for collecting, analysing, and acting on customer feedback across journeys. At CCW, VoC content connects survey data, conversation analytics, and closed-loop service improvement.
- Deflection
- The use of self-service, knowledge bases, or automation to resolve customer needs before they reach a human agent. CCW exhibitors discuss deflection carefully because over-deflection can damage CSAT and FCR.
- Containment
- The share of automated conversations completed without escalation to a human. At CCW Berlin, containment is a key metric for conversational AI and chatbot demos.
- Knowledge management
- The practice of maintaining accurate, searchable answers for agents and customers. CCW sessions link knowledge quality to agent onboarding speed, FCR, and consistent service across channels.
- Customer journey orchestration
- Coordinating touchpoints, data, and decisions across the customer lifecycle. At CCW, journey orchestration is discussed as the bridge between marketing, sales, and customer service operations.
- WEM
- Workforce engagement management: tools for scheduling, coaching, gamification, and performance management. CCW Berlin content often connects WEM to agent retention and service quality.
- Speech analytics
- Software that transcribes and analyses voice interactions for compliance, quality, and customer insight. At CCW, speech analytics is presented as a source of VoC data and agent coaching signals.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
Also known as
Alternate names and search phrases for this event.
- CCW Berlin 2027
- Customer Service Expo Berlin
- CX Conference Germany
- AI in Customer Service
- CCW Berlin
- CCW
- CCW 2027
- Berlin Germany
- Customer Service and Experience Berlin 2027
- Customer Experience
10 more alternate names hidden
Digital business cards for the show floor
Display a free company card at your booth, or share your professional card on the show floor.