The Customer Service Federation will once again organize a comprehensive and practical program in February 2026 around CCW 2026 in Berlin. With approximately 8.000 visitors, a conference, and an exhibition floor with over 260 exhibitors, CCW Berlin is the largest event for the customer contact sector in Europe.

Every year, CCW Berlin attracts a large group of Dutch customer service professionals to the exhibition floor and the conference. Almost every year, a supplementary program is organized for this group, both for visitors and for Dutch organizations participating in CCW. Anyone interested in participating must register before December 19th, according to the Customer Service Federation. Interested parties can also indicate their preferences.

This year, the Customer Service Federation has created a program in collaboration with three suppliers: Save Your Customers, Graia, and QuandaGo. The program includes various components, including opportunities for knowledge sharing, interaction, and networking. Each of the three suppliers, Belastingdienst (Tax and Customs Administration), Maistra, and Mega Energie, submitted a customer case study. There will also be two workshops, a dinner in Berlin, and a guided tour of the CCW trade show floor.

The Customer Service Federation is responsible for the entire program and your admission to the fair. Participants are responsible for their own travel and accommodation. The Customer Service Federation is currently gauging interest to further refine the program. Registration and/or preferences can be submitted until December 18th via the KSF website: https://klantenservicefederatie.nl/haak-je-aan-bij-het-nederlandse-programma-op-de-ccw-berlijn-2026/

Program subject to change:

Tuesday afternoon, February 24 – Practical Sessions & Workshops

We kick off the program with three powerful practical cases from the world of customer contact.

1. Tax Authorities (Save Your Customers)

A unique and candid look behind the scenes at one of the largest customer contact organizations in the Netherlands. How do you manage a transformation while simultaneously overhauling processes, governance, collaboration, and culture?

2. Maistra (Graia)

How do you build a business case for AI that delivers more than just cost savings? Discover how a Croatian travel company uses AI to measurably increase customer value, organizational value, and efficiency.

3. Mega Energy (QuandaGo)

Hyperautomation in action: See how smart automation accelerates, scales, and simplifies customer interactions and back-office processes.

Breakouts: choose between tech or management

• Voicebot WorkshopBuild a voicebot live based on participant input. Hands-on, practical, and immediately applicable.
• From Inspiration to StrategyAn inspiring workshop where you'll discover where your organization truly stands in customer contact: where the friction lies, where the opportunities lie, and which steps will have the greatest impact. We'll explicitly examine the role of AI and digitalization, so you'll enter the trade show floor focused and well-prepared with a clear understanding of what you're looking for and what your organization needs. We'll conduct a short intake beforehand, ensuring the workshop is fully tailored to your situation and ambitions.

Tuesday evening, February 24 – Inspirational Dinner & Mystery Keynote

We'll conclude the day with an exclusive dinner, an inspiring keynote (which we're keeping secret for now), and opportunities to connect with colleagues. Perfect for those who want to gain energy and new ideas alongside the content.

Wednesday February 25 – CCW Guided Tour

Explore the trade show floor with KSF. During a curated tour of selected booths, you'll quickly get an overview of the most relevant innovations – and meet the experts behind the tools.

Thursday morning, February 26 – Cultural Inspiration

Start your day with a surprising cultural activity in vibrant Berlin. An ideal mix of relaxation, creativity, and new experiences.

(KSF)

Interesting article? Share it!