22nd and 23rd November 2023 in Hamburg
Register now Only 61 days
Contact: info@servicesummit.de or +49 (40) 999 993 860

Service Summit day one

The program of the first day of the Service Summit on 22nd November 2023.

Service Summit day two

The program of the second day of the Service Summit on 23rd November 2023.

22nd November 2023 Service Summit day one

A
  1. Main Stage
  1. Masterclasses
  1. 08:30
     

    Entry

    The doors open at 8:30 am - so you can start networking over your first coffee or find yourself a good seat
    08:30
  1. 09:15
  2. 09:30
    Presentation

    Service Innovation: Customer Experience Account – Enhanced Customer Experience through Machine Learning

    If we don't hear from our customers for a long time, it can be either a good or a bad sign. But how do we know?
    This presentation introduces the use of an internally developed AI application for optimizing Vodafone’s customer service. The applied machine learning method predicts a virtual and individual customer satisfaction. Additionally, the presentation showcases three examples of how the model outcome is utilized:
    1) Improved handling of customer interactions in customer service
    2) Proactive service offers for existing customers
    3) Internal deep-dive analyses for process optimization
  3. 10:00
    Presentation

    Coffee break

    Make new contacts with visitors of the Service Summit
  4. 10:30
    Presentation

    Salesforce

  5. 11:00
    Panel discussion

    Expert Panel digitalisation in customer service

    Which digital tools do successful customer service leaders use in their companies and how do modern digital processes work?
  6. 11:45
    Panel discussion

    Complaint management in customer service

    What are the qualities of good Complaints Management? How can the challenges be managed and how can new technologies help?
  1. 09:45
     

    Welcome

    Masterclasses opening and welcome
  2. 10:00
    Presentation

    What should your availability cost today? Best key figures despite cost reduction in the service center

    What can your availability cost today and what is the optimal service level? Learn how the new combination of software & consulting guarantees a significant cost reduction and at the same time improved key figures in just a few days using the example of concrete customer projects. The improvements will be calculated in the presentation.
  3. 10:30
     

    Kaffeepause

  4. 11:00
    Presentation

    The Future is Now: AI and the New Age of Customer Engagement

    Our presentation 'The Future is Now: AI and the New Age of Customer Engagement' highlights the exciting world of AI in customer service. We explore why, despite increasing AI use, customer loyalty often does not increase as expected. Success factors such as personalization and simple interactions can help to bridge this gap. Also, we will discuss how companies can use customer feedback to optimize AI to create a better customer experience.
  5. 11:30
    Presentation

    Salesforce

  6. 12:00
    Presentation

    Between Bots & Bytes: The Human as an Indispensable Element in Customer Service

    The digital transformation makes one thing clear: Humans and technology together shape the customer service of the future. Despite the evolution of AI and process automation, the human element remains the cornerstone of authentic, empathetic customer interactions. Discover in our masterclass how you can prepare your employees for the future while valuing their central importance. Because only satisfied employees provide truly exceptional customer service, allowing you to stand out from the competition.
  1. 12:30
     

    Lunch break

    12:30
  1. 13:30
     

    Service Summit Startup Awards

    You will see innovative startups presenting their clever new solutions in the costumer service. The best three will receive a Service Summit Startup Award – you decide!
  2. 14:15
    Presentation

    What does the very good development of the digitalisation rate mean for the customer contact channels of the future?

    We have been able to significantly increase our digitalisation and automation rate in recent years. Why is digitalisation so important for us in the first place? Which measures have worked, which have not? How do our customers take it all in? And looking ahead - what does the very good development of the digitisation rate mean for the customer contact channels of the future at freenet? We are planning to completely reorganise the channel strategy in 2023 and 2024 together with our BPO partner.
  3. 14:45
    Panel discussion

    Self-Services and Chatbots - How much customer proximity does modern customer service need?

    Can self-services and chatbots replace face-to-face customer contact? Leading customer service managers discuss their experiences and strategies.
  4. 15:30
     

    Coffee break

    Make new contacts with visitors of the Service Summit
  5. 16:00
    Presentation

    Digital transformation as an opportunity

    The fourth industrial revolution has taken hold of the business world. It goes hand in hand with changes in everyday working life that present many stakeholders with enormous challenges. But what are the key points, the positive levers that turn challenges into opportunities? AIRBUS inspires with solution approaches using the example of customer relations ...
  6. 16:30
    Panel discussion

    Communication channels of the future

    Are social media and messaging apps the future of customer service? and what opportunities and challenges do these channels bring?
  7. 17:15
    Presentation

    How to effectively manage customer satisfaction

    Anyone can measure customer satisfaction, but actively increasing it is an art! Behind each Net Promoter Score (NPS) point lies future revenue. StepStone set up a service task force to test what makes B2B customers happy and to ensure more loyalty in the recruiting market - proactively, foresightfully, and in a partnership-oriented way.
  8. 17:45
     

    Service Summit Main Stage Speaker Awards Prizegiving

    Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
  1. 13:30
    Presentation

    Customer Service 2.0: AI power with voicebots, chatbots and email automation

    Our masterclass "Customer Service 2.0: AI Power with Voicebots, Chatbots and Email Automation" provides insights into the next generation of customer service. With the emergence of Artificial Intelligence, voicebots, chatbots and email automation are becoming useful tools to make customer service more efficient and interactive. Learn how these technologies are being used to answer customer queries quickly and accurately, enabling personalised interactions while reducing the workload of customer service agents.
  2. 13:45
    Presentation

    "PLAY IT SAFE WITH A EUROPEAN CLOUD” – Successful with a Customer Service Mindset

  3. 14:00
    Presentation

    New horizons in service: TUI Cruises on the potential of chatbots with Generative AI

    A cruise stands for relaxation and impeccable service. But how do you manage to maintain this standard in digital customer service? Learn how TUI Cruises and BOTfriends use AI chatbots and Generative AI to bring individual and empathetic advice into the customer dialogue without losing personal contact. In their presentation, Kevin Dees and Adriano Napoli provide insights into the key factors that make their collaboration so successful.
  4. 14:15
    Presentation

    Microsoft

  5. 14:45
    Presentation

    Freshworks

  6. 15:15
     

    Coffee break

  7. 15:45
    Presentation

    Parloa

  8. 17:15
     

    Service Summit Masterclasses Speaker Awards Prizegiving

    Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
  1. 18:00
     

    Aftershow lounge for all participants

    18:00

22nd November 2023 Service Summit day one

08:30

Entry

The doors open at 8:30 am - so you can start networking over your first coffee or find yourself a good seat
09:15 MAIN STAGE:

Welcome

Event opening and welcome from organizers
09:30 MAIN STAGE:
Presentation

Service Innovation: Customer Experience Account – Enhanced Customer Experience through Machine Learning

If we don't hear from our customers for a long time, it can be either a good or a bad sign. But how do we know?
This presentation introduces the use of an internally developed AI application for optimizing Vodafone’s customer service. The applied machine learning method predicts a virtual and individual customer satisfaction. Additionally, the presentation showcases three examples of how the model outcome is utilized:
1) Improved handling of customer interactions in customer service
2) Proactive service offers for existing customers
3) Internal deep-dive analyses for process optimization
09:45 MASTERCLASSES:

Welcome

Masterclasses opening and welcome
10:00 MAIN STAGE:
Presentation

Coffee break

Make new contacts with visitors of the Service Summit
10:00 MASTERCLASSES:
Presentation

What should your availability cost today? Best key figures despite cost reduction in the service center

What can your availability cost today and what is the optimal service level? Learn how the new combination of software & consulting guarantees a significant cost reduction and at the same time improved key figures in just a few days using the example of concrete customer projects. The improvements will be calculated in the presentation.
10:30 MAIN STAGE:
Presentation

Salesforce

10:30 MASTERCLASSES:

Kaffeepause

11:00 MAIN STAGE:
Panel discussion

Expert Panel digitalisation in customer service

Which digital tools do successful customer service leaders use in their companies and how do modern digital processes work?
11:00 MASTERCLASSES:
Presentation

The Future is Now: AI and the New Age of Customer Engagement

Our presentation 'The Future is Now: AI and the New Age of Customer Engagement' highlights the exciting world of AI in customer service. We explore why, despite increasing AI use, customer loyalty often does not increase as expected. Success factors such as personalization and simple interactions can help to bridge this gap. Also, we will discuss how companies can use customer feedback to optimize AI to create a better customer experience.
11:30 MASTERCLASSES:
Presentation

Salesforce

11:45 MAIN STAGE:
Panel discussion

Complaint management in customer service

What are the qualities of good Complaints Management? How can the challenges be managed and how can new technologies help?
12:00 MASTERCLASSES:
Presentation

Between Bots & Bytes: The Human as an Indispensable Element in Customer Service

The digital transformation makes one thing clear: Humans and technology together shape the customer service of the future. Despite the evolution of AI and process automation, the human element remains the cornerstone of authentic, empathetic customer interactions. Discover in our masterclass how you can prepare your employees for the future while valuing their central importance. Because only satisfied employees provide truly exceptional customer service, allowing you to stand out from the competition.
12:30 MAIN STAGE:

Lunch break

13:30 MAIN STAGE:

Service Summit Startup Awards

You will see innovative startups presenting their clever new solutions in the costumer service. The best three will receive a Service Summit Startup Award – you decide!
13:30 MASTERCLASSES:
Presentation

Customer Service 2.0: AI power with voicebots, chatbots and email automation

Our masterclass "Customer Service 2.0: AI Power with Voicebots, Chatbots and Email Automation" provides insights into the next generation of customer service. With the emergence of Artificial Intelligence, voicebots, chatbots and email automation are becoming useful tools to make customer service more efficient and interactive. Learn how these technologies are being used to answer customer queries quickly and accurately, enabling personalised interactions while reducing the workload of customer service agents.
13:45 MASTERCLASSES:
Presentation

"PLAY IT SAFE WITH A EUROPEAN CLOUD” – Successful with a Customer Service Mindset

14:00 MASTERCLASSES:
Presentation

New horizons in service: TUI Cruises on the potential of chatbots with Generative AI

A cruise stands for relaxation and impeccable service. But how do you manage to maintain this standard in digital customer service? Learn how TUI Cruises and BOTfriends use AI chatbots and Generative AI to bring individual and empathetic advice into the customer dialogue without losing personal contact. In their presentation, Kevin Dees and Adriano Napoli provide insights into the key factors that make their collaboration so successful.
14:15 MAIN STAGE:
Presentation

What does the very good development of the digitalisation rate mean for the customer contact channels of the future?

We have been able to significantly increase our digitalisation and automation rate in recent years. Why is digitalisation so important for us in the first place? Which measures have worked, which have not? How do our customers take it all in? And looking ahead - what does the very good development of the digitisation rate mean for the customer contact channels of the future at freenet? We are planning to completely reorganise the channel strategy in 2023 and 2024 together with our BPO partner.
14:15 MASTERCLASSES:
Presentation

Microsoft

14:45 MAIN STAGE:
Panel discussion

Self-Services and Chatbots - How much customer proximity does modern customer service need?

Can self-services and chatbots replace face-to-face customer contact? Leading customer service managers discuss their experiences and strategies.
14:45 MASTERCLASSES:
Presentation

Freshworks

15:15 MASTERCLASSES:

Coffee break

15:30 MAIN STAGE:

Coffee break

Make new contacts with visitors of the Service Summit
15:45 MASTERCLASSES:
Presentation

Parloa

16:00 MAIN STAGE:
Presentation

Digital transformation as an opportunity

The fourth industrial revolution has taken hold of the business world. It goes hand in hand with changes in everyday working life that present many stakeholders with enormous challenges. But what are the key points, the positive levers that turn challenges into opportunities? AIRBUS inspires with solution approaches using the example of customer relations ...
16:30 MAIN STAGE:
Panel discussion

Communication channels of the future

Are social media and messaging apps the future of customer service? and what opportunities and challenges do these channels bring?
17:15 MAIN STAGE:
Presentation

How to effectively manage customer satisfaction

Anyone can measure customer satisfaction, but actively increasing it is an art! Behind each Net Promoter Score (NPS) point lies future revenue. StepStone set up a service task force to test what makes B2B customers happy and to ensure more loyalty in the recruiting market - proactively, foresightfully, and in a partnership-oriented way.
17:15 MASTERCLASSES:

Service Summit Masterclasses Speaker Awards Prizegiving

Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
17:45 MAIN STAGE:

Service Summit Main Stage Speaker Awards Prizegiving

Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
18:00

Aftershow lounge for all participants

23rd November 2023 Service Summit day two

  1. Main Stage
  1. Masterclasses
  1. 09:30
     

    Entry

    The doors open at 8:30 am - so you can start networking over your first coffee or find yourself a good seat
    09:30
  1. 10:15
  2. 10:30
    Presentation

    How conversational AI creates a new customer relationship – From the contact deflection to the contact generation

    Conversational AI & LLMs: Man and machine hand in hand
    How we can already use the potential of LLMs for voice and chatbots today to strengthen customer relationships in the long term
  3. 11:00
    Panel discussion

    Discussion of the customer service managers

    Customer service managers from leading companies discuss the current prospects and challenges in their respective industries
  4. 11:45
    Panel discussion

    Customer service software

    What tools do successful customer service managers use and how can they make service more efficient?
  1. 10:30
    Presentation

    Diabolocom

  2. 11:00
    Presentation

    Babelforce

  3. 11:30
    Presentation

    Typewise

  1. 12:30
     

    Lunch break

    12:30
  1. 13:30
    Presentation

    Agile Operations in Customer Service!?

    We would like to address the following questions and report on our practical experiences...
    • Buzzwordbingo or what does the Agile transformation have to do with service?
    • What possibilities does Agile@Operations offer for classic challenges in service?
    • Examples from Telekom and AXA for agile concepts, working methods and organisational forms.
    • Consistent automation and personal service experience at the same time - how does that work?
    • Where do the concepts reach their limits? Agility in challenging service situations.
    • What have we learned in recent years in agile service transformations?
  2. 14:00
    Panel discussion

    AI and Voice AI - Impact on the Customer Service of Tomorrow

    How is artificial intelligence changing customer service? What opportunities are emerging and what hurdles still need to be overcome?
  3. 14:45
    Presentation

    Channel preferences - "A clear service channel strategy as a lever for successful customer service"

  4. 15:15
    Panel discussion

    Expert Panel team leader customer service

    What will the customer service teams of the future look like? What is needed for continued successful collaboration?
  5. 16:00
     

    Service Summit Main Stage Speaker Awards Prizegiving

    Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
  1. 15:30
    Presentation

    Artificial voices - The World of Voicebots

    In this presentation, the audience will gain insights how ERGO is using voice technology. Afterwards we focus on the functionality of phonebots, including thematic trends. Last but not least we are having a look at the "dark side of technology", i.e. how voice can be used for fraud.
  2. 16:00
     

    Service Summit Masterclasses Speaker Awards Prizegiving

    Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
  1. 16:15
     

    For all participants: Afterwork

    16:15
  1. 20:00
     

    End of Service Summit 2023

    20:00

23rd November 2023 Service Summit day two

09:30

Entry

The doors open at 8:30 am - so you can start networking over your first coffee or find yourself a good seat
10:15 MAIN STAGE:

Welcome

Event opening and welcome from organizers
10:30 MAIN STAGE:
Presentation

How conversational AI creates a new customer relationship – From the contact deflection to the contact generation

Conversational AI & LLMs: Man and machine hand in hand
How we can already use the potential of LLMs for voice and chatbots today to strengthen customer relationships in the long term
10:30 MASTERCLASSES:
Presentation

Diabolocom

11:00 MAIN STAGE:
Panel discussion

Discussion of the customer service managers

Customer service managers from leading companies discuss the current prospects and challenges in their respective industries
11:00 MASTERCLASSES:
Presentation

Babelforce

11:30 MASTERCLASSES:
Presentation

Typewise

11:45 MAIN STAGE:
Panel discussion

Customer service software

What tools do successful customer service managers use and how can they make service more efficient?
12:30

Lunch break

13:30 MAIN STAGE:
Presentation

Agile Operations in Customer Service!?

We would like to address the following questions and report on our practical experiences...
• Buzzwordbingo or what does the Agile transformation have to do with service?
• What possibilities does Agile@Operations offer for classic challenges in service?
• Examples from Telekom and AXA for agile concepts, working methods and organisational forms.
• Consistent automation and personal service experience at the same time - how does that work?
• Where do the concepts reach their limits? Agility in challenging service situations.
• What have we learned in recent years in agile service transformations?
14:00 MAIN STAGE:
Panel discussion

AI and Voice AI - Impact on the Customer Service of Tomorrow

How is artificial intelligence changing customer service? What opportunities are emerging and what hurdles still need to be overcome?
14:45 MAIN STAGE:
Presentation

Channel preferences - "A clear service channel strategy as a lever for successful customer service"

15:15 MAIN STAGE:
Panel discussion

Expert Panel team leader customer service

What will the customer service teams of the future look like? What is needed for continued successful collaboration?
15:30 MASTERCLASSES:
Presentation

Artificial voices - The World of Voicebots

In this presentation, the audience will gain insights how ERGO is using voice technology. Afterwards we focus on the functionality of phonebots, including thematic trends. Last but not least we are having a look at the "dark side of technology", i.e. how voice can be used for fraud.
16:00 MAIN STAGE:

Service Summit Main Stage Speaker Awards Prizegiving

Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
16:00 MASTERCLASSES:

Service Summit Masterclasses Speaker Awards Prizegiving

Using our app, every attendee at the event has the chance to vote for the best speaker over the course of the day. The 3 with the most votes will be awarded a Service Summit Speaker Award.
16:15

For all participants: Afterwork

20:00

End of Service Summit 2023