Service Summit

Service Summit Day One

The program of the first day of the Service Summit on 19th November 2025.

program of the first day

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Service Summit Day Two

The program of the second day of the Service Summit on 20th November 2025.

program of the second day

PDF Download

19th November Service Summit Day One 20th November Service Summit Day Two

19th Nov 2025 Service Summit Day One

PDF

SERVICE SUMMIT MAIN STAGE

ZUGSPITZE Masterclasses

MATTERHORN Masterclasses

MONT BLANC Masterclasses

SALES SUMMIT MAIN STAGE

08:30

08:30 Welcome

Our doors open at 08:30 - so you can start networking at the first coffee and secure the best seat

09:15

Welcome

Event opening and welcome from organizers

Dorina Mielke Trailblazer Summits Nele Flach Trailblazer Summits Selina Meyer Trailblazer Summits Katharina Parade Trailblazer Summits
09:30

Keynote

Keynote in preparation

In preparation

Presentation:
Nona Brodersen Service Summit Moderation
10:00

Coffee break

Enjoy coffee and breakfast and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
10:30

Keynote

Keynote

Tim Tetens fritz-kola

Presentation:
Nona Brodersen Service Summit Moderation
11:00

Panel discussion

Future Customer Service: Digital tools that make the difference

What really makes modern customer service fit for the future? In this expert panel, leading service professionals show which digital tools are setting the tone and how high-tech processes are redefining customer experiences.

André Siebert Lufthansa Technik Jessica Hermanns SIGNAL IDUNA Paul van Doorne E.ON Benjamin Maul nova:med

Presentation:
Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
11:45

Panel discussion

Next-level leadership in customer service: inspiring teams, improving customer experiences

Which management strategies are particularly effective in customer service? How can managers motivate their teams while ensuring excellent service and how can digitalisation help?

Katharina Götze Zur Megede Pluxee Deutschland Sylwia Bischof Zattoo Antonius Michielsen Thermondo Sven Opitz AIRBUS Rosa Fernandez-Poser toom Baumarkt

Presentation:
Sarah Rojewski

Keynote Service

10:00 Masterclass

In preparation

Lars Lorenzen insaight.io
Keynote Service

10:30 Keynote

In preparation
Keynote Sales

11:00 Masterclass

In preparation
Keynote Service

11:30 Masterclass
11:45 Masterclass
Keynote Service

12:15 Masterclass

In preparation

Matthias Berchtold Placetel

Keynote Sales

10:00 Masterclass

In preparation
Keynote Sales

10:30 Masterclass

In preparation
Keynote Service

11:00 Masterclass

In preparation
11:30 Masterclass
Keynote Service

12:00 Masterclass

In preparation
12:15 Keynote

Keynote

10:00 Masterclass

In preparation
Keynote Sales

10:30 Masterclass

In preparation
Keynote Sales

11:00 Masterclass

In preparation
Keynote

11:15 Masterclass

In preparation
Keynote Sales

11:30 Masterclass

In preparation
12:00 Keynote
12:15 Keynote

09:15 Welcome

Opening of the event with a warm welcome by the moderator.

Presentation:
Linda Drescher Sales Summit
Keynote

09:30 Keynote

Anna Boss Too Good To Go

Presentation:
Linda Drescher Sales Summit
10:00 Coffee break

Enjoy coffee and breakfast and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
Keynote

10:30 Keynote

In preparation

Presentation:
Linda Drescher Sales Summit
Panel discussion

11:00 Transformation in sales: unleashing the digital future

New tools, software solutions and processes in modern sales practice.What is the "state of the art" and what opportunities and changes will result from it?

Lars Hamann Rotkäppchen-Mumm Gruppe Markus Seydaack EMUGE-FRANKEN Edvin Dizdaric SNOCKS Ute Henzgen Ad Alliance

Presentation:
Jennifer Alves
Panel discussion

11:45 Customer Centricity

Building successful customer relationships and maintaining them in the long term is the goal of every sales department. How can companies create sustainable relationships, and what role can a focus on customer success and the implementation of sales excellence play in this?

Volkmar Link DKV Mobility André Buck The Berner Group Lina Hakobyan Statista Markus Trumann GE Healthcare Bastian Gierull Octopus Energy

Presentation:
Katharina Messner Qinshift

12:30

12:30 Lunch break

Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.

14:00

Keynote

Service Summit Startup Awards

You will see innovative startups presenting their clever new solutions in the service business. The best three will receive a Service Summit Startup Award – you decide!

Jan Schilling targenio Galina Naydenova ProSource International Oscar Schwarz logen.ai Martin Schneglberger blankmile

Presentation:
Nona Brodersen Service Summit Moderation
15:00

Keynote

The best customer service is the one that nobody needs: contact avoidance, automation and AI are key

Timo Sievers freenet

Presentation:
Nona Brodersen Service Summit Moderation
15:30

Panel discussion

Understanding the customer: How do we recognise what the customer really wants? How much autonomy do customers want?

What really drives customers? In a world full of data and new technologies, it's all about making real needs visible. How can the right balance be found between automated solutions and human interaction?

Dario Maslic OTTO DÖRNER Dr. Saramena Meier-Sauthoff enercity Barbara Ruhm-Cornelius Debeka Thorve Räker Artivion Lars Keßler KALKHOFF BIKES

Presentation:
Johanna Ahrens Cisco
16:15

Coffee break

Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
16:45

Panel discussion

Next-gen customer service: AI and voice AI rethought

How are AI and voice AI transforming customer interaction? With innovative approaches for fast, customised solutions, they are redefining the service experience - but what challenges need to be overcome? A look at the technologies that are shaping the customer service of the future.

Sandra Schütt ImmoScout24 Patrick Reh ADAC Felix Leshoff Oldenburgische Landesbank Torsten Elsner Schwarz IT Dr. Matthias Ledig Bosch

Presentation:
Felix Wrobel Ergo Group
17:30

Keynote

Keynote in preparation

Thomas Mück Würth Group

Presentation:
Nona Brodersen Service Summit Moderation
18:00

Speaker Awards Prizegiving

The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

Presentation:
Nona Brodersen Service Summit Moderation

Keynote Sales

14:00 Human or AI – who will lead the sales of tomorrow?
AI changes everything – including the role of leaders in sales. How far does the AI transformation reach?
- Is AI ‘only’ a high-performance tool or much more than that?
- What consequences does the use of AI have for sales management?
- How do tasks and workloads shift?
- Or does AI completely take over sales management?
These questions are analyzed by Ralf Selzer, head of CRM at ORBIT, in his presentation – pointed and provocative, vivid and entertaining – always reflected upon with the background of his many years of sales experience.
Ralf Selzer ORBIT IT-Solutions
Keynote Service

14:30 Keynote
Keynote Service

14:45 Masterclass

In preparation
Keynote Service

15:00 Masterclass

In preparation
15:30 Coffee break

Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
Keynote Service

16:15 Masterclass

in preparation

Carolin Edler-Mende Aristech
16:30 Masterclass
Keynote

16:45 Masterclass

In preparation
17:00 Masterclass
17:30 Speaker Award Prizegiving

The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

14:00 Keynote
Keynote Service

14:30 Masterclass

In preparation
15:00 Keynote
15:30 Coffee break

Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
Keynote Service

16:15 Masterclass

In preparation
16:30 Keynote
Keynote Service

17:00 Masterclass

In preparation
17:30 Speaker Awards Prizegiving

The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

Keynote Service

14:00 Masterclass

In preparation
Keynote Sales

14:30 Masterclass

In preparation
15:00 Keynote
15:30 Coffee break

Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
Keynote Service

16:15 Masterclass

In preparation
16:30 Keynote
16:45 Keynote
17:00 Keynote
17:30 Speaker Awards Prizegiving

The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

Keynote

14:00 Sales Summit Startup Awards

Here you will get to know innovative startups that present their smart and new solutions for digital innovations in sales. The best three will receive a Sales Summit Startup Award - you vote!

Presentation:
Linda Drescher Sales Summit
Keynote

15:00 Key decisions of the CSO and their implementation in the sales organization

Top management in sales today faces unprecedented challenges. Global, social and political changes are increasing planning uncertainty. At the same time, changes in customer behavior can be observed in many markets. An almost unmanageable number of new, rapidly developing technological opportunities are just around the corner, while long-standing top performers in sales are still achieving and exceeding their targets, in some cases with great success, using approaches that have been tried and tested over decades. But how can the sales organization be geared towards the future? The latest study by the Sales Management Department shows where important key decisions for the transformation of sales lie and how these can be effectively implemented in the organization.

Univ.-Prof. Dr. Jan Wieseke Sales Management Department | Ruhr-Universität Bochum Univ.-Prof. Dr. Christian Schmitz Sales Management Department | Ruhr-Universität Bochum

Presentation:
Linda Drescher Sales Summit
Panel discussion

15:30 Fireside Chat: Key Learnings from B2B Sales in Corporates and Scale-Ups

Dr. Philip Beckmann tado°

Presentation:
Dr. Jens Hutzschenreuter Digital Business Group
16:00 Coffee break

Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
Panel discussion

16:45 Sales teams in transition: New horizons

Sales teams are currently undergoing profound change, driven by technological innovations and economic change. As a result, collaboration in agile teams is becoming increasingly important in order to meet dynamic market requirements. What do today's team structures and working models look like and how can corporate goals be reconciled with the wishes of employees?

Marco Altenhöfer GMH Gruppe Franziska Bauske INSITE-Interventions Arne Schönfeld Bosch Service Solutions Andreas Klassa PŸUR | Tele Columbus

Presentation:
Ramona Brunner SHE APÉRO
Keynote

17:30 Keynote

Dr. Jens Hutzschenreuter Digital Business Group

Presentation:
Linda Drescher Sales Summit
18:00 Speaker Award Prizegiving

The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

Presentation:
Linda Drescher Sales Summit

18:15

18:15 Service & Sales Summit AFTERSHOW LOUNGE

Networking, drinks & music for all participants

23:00

23:00 End of today's event

19th November Service Summit Day One 20th November Service Summit Day Two

19th November 2025 Service Summit Day One

PDF Download

08:30	Welcome Our doors open at 08:30 - so you can start networking at the first coffee and secure the best seat
09:15	SERVICE SUMMIT MAIN STAGE: Welcome Event opening and welcome from organizers Dorina Mielke Trailblazer Summits Nele Flach Trailblazer Summits Selina Meyer Trailblazer Summits Katharina Parade Trailblazer Summits
09:15	SALES SUMMIT MAIN STAGE: Welcome Opening of the event with a warm welcome by the moderator. Presentation: Linda Drescher Sales Summit
09:30	SERVICE SUMMIT MAIN STAGE: Keynote Keynote in preparation In preparation Presentation: Nona Brodersen Service Summit Moderation
09:30	SALES SUMMIT MAIN STAGE: Keynote Keynote Anna Boss Too Good To Go Presentation: Linda Drescher Sales Summit
10:00	SERVICE SUMMIT MAIN STAGE: Coffee break Enjoy coffee and breakfast and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
10:00	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass In preparation Lars Lorenzen insaight.io
10:00	MATTERHORN MASTERCLASSES: Keynote Sales Masterclass In preparation
10:00	MONT BLANC MASTERCLASSES: Keynote Masterclass In preparation
10:00	SALES SUMMIT MAIN STAGE: Coffee break Enjoy coffee and breakfast and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
10:30	SERVICE SUMMIT MAIN STAGE: Keynote Keynote Tim Tetens fritz-kola Presentation: Nona Brodersen Service Summit Moderation
10:30	ZUGSPITZE MASTERCLASSES: Keynote Service Keynote In preparation
10:30	MATTERHORN MASTERCLASSES: Keynote Sales Masterclass In preparation
10:30	MONT BLANC MASTERCLASSES: Keynote Sales Masterclass In preparation
10:30	SALES SUMMIT MAIN STAGE: Keynote Keynote In preparation Presentation: Linda Drescher Sales Summit
11:00	SERVICE SUMMIT MAIN STAGE: Panel discussion Future Customer Service: Digital tools that make the difference What really makes modern customer service fit for the future? In this expert panel, leading service professionals show which digital tools are setting the tone and how high-tech processes are redefining customer experiences. André Siebert Lufthansa Technik Jessica Hermanns SIGNAL IDUNA Paul van Doorne E.ON Benjamin Maul nova:med Presentation: Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
11:00	ZUGSPITZE MASTERCLASSES: Keynote Sales Masterclass In preparation
11:00	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
11:00	MONT BLANC MASTERCLASSES: Keynote Sales Masterclass In preparation
11:00	SALES SUMMIT MAIN STAGE: Panel discussion Transformation in sales: unleashing the digital future New tools, software solutions and processes in modern sales practice.What is the "state of the art" and what opportunities and changes will result from it? Lars Hamann Rotkäppchen-Mumm Gruppe Markus Seydaack EMUGE-FRANKEN Edvin Dizdaric SNOCKS Ute Henzgen Ad Alliance Presentation: Jennifer Alves
11:15	MONT BLANC MASTERCLASSES: Keynote Masterclass In preparation
11:30	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass
11:30	MONT BLANC MASTERCLASSES: Keynote Sales Masterclass In preparation
11:45	SERVICE SUMMIT MAIN STAGE: Panel discussion Next-level leadership in customer service: inspiring teams, improving customer experiences Which management strategies are particularly effective in customer service? How can managers motivate their teams while ensuring excellent service and how can digitalisation help? Katharina Götze Zur Megede Pluxee Deutschland Sylwia Bischof Zattoo Antonius Michielsen Thermondo Sven Opitz AIRBUS Rosa Fernandez-Poser toom Baumarkt Presentation: Sarah Rojewski
11:45	SALES SUMMIT MAIN STAGE: Panel discussion Customer Centricity Building successful customer relationships and maintaining them in the long term is the goal of every sales department. How can companies create sustainable relationships, and what role can a focus on customer success and the implementation of sales excellence play in this? Volkmar Link DKV Mobility André Buck The Berner Group Lina Hakobyan Statista Markus Trumann GE Healthcare Bastian Gierull Octopus Energy Presentation: Katharina Messner Qinshift
12:00	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
12:15	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass In preparation Matthias Berchtold Placetel
12:30	Lunch break Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.
14:00	SERVICE SUMMIT MAIN STAGE: Keynote Service Summit Startup Awards You will see innovative startups presenting their clever new solutions in the service business. The best three will receive a Service Summit Startup Award – you decide! Jan Schilling targenio Galina Naydenova ProSource International Oscar Schwarz logen.ai Martin Schneglberger blankmile Presentation: Nona Brodersen Service Summit Moderation
14:00	ZUGSPITZE MASTERCLASSES: Keynote Sales Human or AI – who will lead the sales of tomorrow? AI changes everything – including the role of leaders in sales. How far does the AI transformation reach? Is AI ‘only’ a high-performance tool or much more than that? What consequences does the use of AI have for sales management? How do tasks and workloads shift? Or does AI completely take over sales management? These questions are analyzed by Ralf Selzer, head of CRM at ORBIT, in his presentation – pointed and provocative, vivid and entertaining – always reflected upon with the background of his many years of sales experience. Ralf Selzer ORBIT IT-Solutions
14:00	MONT BLANC MASTERCLASSES: Keynote Service Masterclass In preparation
14:00	SALES SUMMIT MAIN STAGE: Keynote Sales Summit Startup Awards Here you will get to know innovative startups that present their smart and new solutions for digital innovations in sales. The best three will receive a Sales Summit Startup Award - you vote! Presentation: Linda Drescher Sales Summit
14:30	ZUGSPITZE MASTERCLASSES: Keynote Service Keynote
14:30	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
14:30	MONT BLANC MASTERCLASSES: Keynote Sales Masterclass In preparation
14:45	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass In preparation
15:00	SERVICE SUMMIT MAIN STAGE: Keynote The best customer service is the one that nobody needs: contact avoidance, automation and AI are key Timo Sievers freenet Presentation: Nona Brodersen Service Summit Moderation
15:00	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass In preparation
15:00	SALES SUMMIT MAIN STAGE: Keynote Key decisions of the CSO and their implementation in the sales organization Top management in sales today faces unprecedented challenges. Global, social and political changes are increasing planning uncertainty. At the same time, changes in customer behavior can be observed in many markets. An almost unmanageable number of new, rapidly developing technological opportunities are just around the corner, while long-standing top performers in sales are still achieving and exceeding their targets, in some cases with great success, using approaches that have been tried and tested over decades. But how can the sales organization be geared towards the future? The latest study by the Sales Management Department shows where important key decisions for the transformation of sales lie and how these can be effectively implemented in the organization. Univ.-Prof. Dr. Jan Wieseke Sales Management Department \| Ruhr-Universität Bochum Univ.-Prof. Dr. Christian Schmitz Sales Management Department \| Ruhr-Universität Bochum Presentation: Linda Drescher Sales Summit
15:30	SERVICE SUMMIT MAIN STAGE: Panel discussion Understanding the customer: How do we recognise what the customer really wants? How much autonomy do customers want? What really drives customers? In a world full of data and new technologies, it's all about making real needs visible. How can the right balance be found between automated solutions and human interaction? Dario Maslic OTTO DÖRNER Dr. Saramena Meier-Sauthoff enercity Barbara Ruhm-Cornelius Debeka Thorve Räker Artivion Lars Keßler KALKHOFF BIKES Presentation: Johanna Ahrens Cisco
15:30	ZUGSPITZE MASTERCLASSES: Coffee break Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
15:30	MATTERHORN MASTERCLASSES: Coffee break Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
15:30	MONT BLANC MASTERCLASSES: Coffee break Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
15:30	SALES SUMMIT MAIN STAGE: Panel discussion Fireside Chat: Key Learnings from B2B Sales in Corporates and Scale-Ups Dr. Philip Beckmann tado° Presentation: Dr. Jens Hutzschenreuter Digital Business Group
16:00	SALES SUMMIT MAIN STAGE: Coffee break Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
16:15	SERVICE SUMMIT MAIN STAGE: Coffee break Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
16:15	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass in preparation Carolin Edler-Mende Aristech
16:15	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
16:15	MONT BLANC MASTERCLASSES: Keynote Service Masterclass In preparation
16:45	SERVICE SUMMIT MAIN STAGE: Panel discussion Next-gen customer service: AI and voice AI rethought How are AI and voice AI transforming customer interaction? With innovative approaches for fast, customised solutions, they are redefining the service experience - but what challenges need to be overcome? A look at the technologies that are shaping the customer service of the future. Sandra Schütt ImmoScout24 Patrick Reh ADAC Felix Leshoff Oldenburgische Landesbank Torsten Elsner Schwarz IT Dr. Matthias Ledig Bosch Presentation: Felix Wrobel Ergo Group
16:45	ZUGSPITZE MASTERCLASSES: Keynote Masterclass In preparation
16:45	SALES SUMMIT MAIN STAGE: Panel discussion Sales teams in transition: New horizons Sales teams are currently undergoing profound change, driven by technological innovations and economic change. As a result, collaboration in agile teams is becoming increasingly important in order to meet dynamic market requirements. What do today's team structures and working models look like and how can corporate goals be reconciled with the wishes of employees? Marco Altenhöfer GMH Gruppe Franziska Bauske INSITE-Interventions Arne Schönfeld Bosch Service Solutions Andreas Klassa PŸUR \| Tele Columbus Presentation: Ramona Brunner SHE APÉRO
17:00	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
17:30	SERVICE SUMMIT MAIN STAGE: Keynote Keynote in preparation Thomas Mück Würth Group Presentation: Nona Brodersen Service Summit Moderation
17:30	ZUGSPITZE MASTERCLASSES: Speaker Award Prizegiving The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
17:30	MATTERHORN MASTERCLASSES: Speaker Awards Prizegiving The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
17:30	MONT BLANC MASTERCLASSES: Speaker Awards Prizegiving The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
17:30	SALES SUMMIT MAIN STAGE: Keynote Keynote Dr. Jens Hutzschenreuter Digital Business Group Presentation: Linda Drescher Sales Summit
18:00	SERVICE SUMMIT MAIN STAGE: Speaker Awards Prizegiving The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code. Presentation: Nona Brodersen Service Summit Moderation
18:00	SALES SUMMIT MAIN STAGE: Speaker Award Prizegiving The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code. Presentation: Linda Drescher Sales Summit
18:15	Service & Sales Summit AFTERSHOW LOUNGE Networking, drinks & music for all participants

19th November Service Summit Day One 20th November Service Summit Day Two

20th Nov 2025 Service Summit Day Two

PDF

SERVICE SUMMIT MAIN STAGE

ZUGSPITZE Masterclasses

MATTERHORN Masterclasses

MONT BLANC Masterclasses

SALES SUMMIT MAIN STAGE

09:15

09:15 Welcome

Our doors open at 09:15 - so you can start networking at the first coffee and secure the best seat

10:15

Welcome

Opening of the event with a warm welcome by the moderator.

Presentation:
Nona Brodersen Service Summit Moderation
10:30

Keynote

Keynote

In preparation

Gereon Hammel Deutsche Telekom

Presentation:
Nona Brodersen Service Summit Moderation
11:00

Panel discussion

Challenges in the introduction of new systems

What difficulties typically arise when integrating new systems? What strategies are crucial for overcoming common stumbling blocks and ensuring a smooth introduction? Experts from various fields will share their experiences and discuss practical solutions.

Tobias Gügel Thermo Fisher Scientific Malte Hansen Beiersdorf Daniel Penno SCHIESSER Henryk Jaskowiak Hoffmann Group

Presentation:
Dr. Tim Wiegels
11:45

Keynote

Keynote in preparation

Presentation:
Nona Brodersen Service Summit Moderation

10:00 Keynote
Keynote Service

10:30 Masterclass

In preparation
Keynote Service

10:45 Masterclass

In preparation
Keynote Sales

11:15 Masterclass

In preparation
Keynote Service

11:45 Masterclass

In preparation
12:15 Keynote

Keynote Service

10:00 Masterclass

In preparation
Keynote Service

10:30 Masterclass

In preparation
Keynote Service

11:00 Masterclass

In preparation
Keynote Sales

11:15 Masterclass

In preparation
Keynote Service

11:45 Masterclass

in preparation
Keynote Service

12:15 Masterclass

In preparation

Keynote Service

10:00 Masterclass

In preparation
10:30 Keynote
11:00 Keynote
11:15 Keynote
Keynote Service

11:30 Masterclass

In preparation
Keynote Sales

12:00 Masterclass

In preparation

10:00 Welcome

Opening of the event and welcome by the moderator.

Presentation:
Linda Drescher Sales Summit
Keynote

10:15 The Stoic Salesman - what modern sales can learn from ancient perspectives

Sales professionals can benefit greatly from stoic principles that emphasise control over one's actions, resilience, learning from mistakes through self-reflection, emotional regulation, ethical behaviour, self-improvement, distancing from external validation and mindfulness.
But why are these ideas so alien to us in sales? Why do we have such unrealistic expectations of ourselves? And why do we leave no room for these thoughts or even their communication?

Philip Cichy Feddem

Presentation:
Linda Drescher Sales Summit
Panel discussion

10:45 War for Talent

Sales teams also want to grow strongly in 2025. They are trying to attract and retain the best sales employees in the competitive talent market. Numerous approaches and procedures try to support managers in this process: Employer branding, tools or external service providers. What does it take to be successful in today's talent market?

Boy Hengstmann evasys

Presentation:
Dr. Jens Hutzschenreuter Digital Business Group
Keynote

11:30 Building bridges: When the baby boomers pass on the sceptre

The Baby Boomers are retiring.
How is our company prepared for this? Can digitalization in sales compensate for this?
What options do companies have to proactively plan knowledge transfer?
How can knowledge be passed on? How important are internal and external networks?
Who am I when I no longer work?

Michael Zimmer TÜV SÜD

Presentation:
Linda Drescher Sales Summit
Keynote

12:00 Keynote

Pierre Hartmann S.OLIVER GROUP Lutz Schröder s.Oliver

Presentation:
Linda Drescher Sales Summit

12:15

12:15 Lunch break

Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.

14:00

Keynote

Keynote in preparation

Jo Stueberitz PAYONE

Presentation:
Nona Brodersen Service Summit Moderation
14:30

Panel discussion

Global customer service: Success strategies in an international environment

What characterises global customer service and how does it differ around the world?
What adjustments are needed to provide a consistent and outstanding customer experience worldwide?

Jithesh Babu Schueco International

Presentation:
Dr. Tim Wiegels
15:15

Panel discussion

Communication that counts: The right choice of channels in customer service

Today's customers expect fast and efficient service via the communication channels of their choice - from chatbots and social media to traditional hotlines. But despite the strong presence of digital channels, how do companies manage to create personalised customer service experiences that inspire and retain customers in the long term?

Emmelie Koenen The Quality Group Daniela Flesch PAYBACK Herr Bernd Guske Deutsche Glasfaser

Presentation:
André Bopp Deutsche Telekom
16:00

Speaker Awards Prizegiving

The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

Presentation:
Nona Brodersen Service Summit Moderation
16:15

Keynote

Keynote

Sascha Lobo

14:00 Keynote
Keynote Service

14:30 Behavioral science combined with AI. How to optimize caller behavior.s

ServiceOcean's digital queue avoids hang-ups and redialing thanks to the optimal IVR dialog and intelligent callback variants. The software now uses behavioral science and data analytics to reduce costs by 85% and increase handled calls by leaps and bounds. The software complements existing queues, fits any telephone system/ACD without an IT interface, and can be set up in just 4 weeks.

Yannick Callegari ServiceOcean
15:00 Keynote
15:30 Keynote
16:00 Masterclass Award Prizegiving

The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

14:00 Keynote
Keynote

14:30 Masterclass

In preparation
15:00 Keynote
15:15 Keynote
15:30 Keynote
16:00 Masterclass Awards Prizegiving

The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

14:00 Keynote
14:30 Keynote
15:00 Keynote
15:15 Keynote
15:30 Keynote
16:00 Masterclass Awards Prizegiving

The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

Keynote

14:00 Keynote

Florian Plagemann OKE Group

Presentation:
Linda Drescher Sales Summit
Panel discussion

14:30 Creating synergies: The innovative power of marketing and sales

What are the obstacles and success factors and what makes the interaction between marketing and sales possible. Learn how sustainable success can be achieved and how to get there.

Philipp Gruner KION Group Melanie Schlegel Otto Bastian Laudien heise

Presentation:
Kerstin Valet CRIF Deutschland
Panel discussion

15:15 Sales leaders panel

The constantly changing world presents many challenges and also many new perspectives for SMEs and corporations. What do these look like in the respective sectors, where are there similarities or differences?

Peter Lingner De Lage Landen International (DLL) Andreas Mas Casellas RS Components Julian Hofer GALERIA Madeleine Friedrich mkk - meine krankenkasse

Presentation:
Melanie Kleemann
16:00 Speaker Award Prizegiving

The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

Presentation:
Linda Drescher Sales Summit

18:00

18:00 End of Service & Sales Summit 2025

19th November Service Summit Day One 20th November Service Summit Day Two

20th November 2025 Service Summit Day Two

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09:15	Welcome Our doors open at 09:15 - so you can start networking at the first coffee and secure the best seat
10:00	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
10:00	MONT BLANC MASTERCLASSES: Keynote Service Masterclass In preparation
10:00	SALES SUMMIT MAIN STAGE: Welcome Opening of the event and welcome by the moderator. Presentation: Linda Drescher Sales Summit
10:15	SERVICE SUMMIT MAIN STAGE: Welcome Opening of the event with a warm welcome by the moderator. Presentation: Nona Brodersen Service Summit Moderation
10:15	SALES SUMMIT MAIN STAGE: Keynote The Stoic Salesman - what modern sales can learn from ancient perspectives Sales professionals can benefit greatly from stoic principles that emphasise control over one's actions, resilience, learning from mistakes through self-reflection, emotional regulation, ethical behaviour, self-improvement, distancing from external validation and mindfulness. But why are these ideas so alien to us in sales? Why do we have such unrealistic expectations of ourselves? And why do we leave no room for these thoughts or even their communication? Philip Cichy Feddem Presentation: Linda Drescher Sales Summit
10:30	SERVICE SUMMIT MAIN STAGE: Keynote Keynote In preparation Gereon Hammel Deutsche Telekom Presentation: Nona Brodersen Service Summit Moderation
10:30	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass In preparation
10:30	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
10:45	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass In preparation
10:45	SALES SUMMIT MAIN STAGE: Panel discussion War for Talent Sales teams also want to grow strongly in 2025. They are trying to attract and retain the best sales employees in the competitive talent market. Numerous approaches and procedures try to support managers in this process: Employer branding, tools or external service providers. What does it take to be successful in today's talent market? Boy Hengstmann evasys Presentation: Dr. Jens Hutzschenreuter Digital Business Group
11:00	SERVICE SUMMIT MAIN STAGE: Panel discussion Challenges in the introduction of new systems What difficulties typically arise when integrating new systems? What strategies are crucial for overcoming common stumbling blocks and ensuring a smooth introduction? Experts from various fields will share their experiences and discuss practical solutions. Tobias Gügel Thermo Fisher Scientific Malte Hansen Beiersdorf Daniel Penno SCHIESSER Henryk Jaskowiak Hoffmann Group Presentation: Dr. Tim Wiegels
11:00	MATTERHORN MASTERCLASSES: Keynote Service Masterclass In preparation
11:15	ZUGSPITZE MASTERCLASSES: Keynote Sales Masterclass In preparation
11:15	MATTERHORN MASTERCLASSES: Keynote Sales Masterclass In preparation
11:30	MONT BLANC MASTERCLASSES: Keynote Service Masterclass In preparation
11:30	SALES SUMMIT MAIN STAGE: Keynote Building bridges: When the baby boomers pass on the sceptre The Baby Boomers are retiring. How is our company prepared for this? Can digitalization in sales compensate for this? What options do companies have to proactively plan knowledge transfer? How can knowledge be passed on? How important are internal and external networks? Who am I when I no longer work? Michael Zimmer TÜV SÜD Presentation: Linda Drescher Sales Summit
11:45	SERVICE SUMMIT MAIN STAGE: Keynote Keynote in preparation Presentation: Nona Brodersen Service Summit Moderation
11:45	ZUGSPITZE MASTERCLASSES: Keynote Service Masterclass In preparation
11:45	MATTERHORN MASTERCLASSES: Keynote Service Masterclass in preparation
12:00	MONT BLANC MASTERCLASSES: Keynote Sales Masterclass In preparation
12:00	SALES SUMMIT MAIN STAGE: Keynote Keynote Pierre Hartmann S.OLIVER GROUP Lutz Schröder s.Oliver Presentation: Linda Drescher Sales Summit
12:15	Lunch break Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.
14:00	SERVICE SUMMIT MAIN STAGE: Keynote Keynote in preparation Jo Stueberitz PAYONE Presentation: Nona Brodersen Service Summit Moderation
14:00	SALES SUMMIT MAIN STAGE: Keynote Keynote Florian Plagemann OKE Group Presentation: Linda Drescher Sales Summit
14:30	SERVICE SUMMIT MAIN STAGE: Panel discussion Global customer service: Success strategies in an international environment What characterises global customer service and how does it differ around the world? What adjustments are needed to provide a consistent and outstanding customer experience worldwide? Jithesh Babu Schueco International Presentation: Dr. Tim Wiegels
14:30	ZUGSPITZE MASTERCLASSES: Keynote Service Behavioral science combined with AI. How to optimize caller behavior.s ServiceOcean's digital queue avoids hang-ups and redialing thanks to the optimal IVR dialog and intelligent callback variants. The software now uses behavioral science and data analytics to reduce costs by 85% and increase handled calls by leaps and bounds. The software complements existing queues, fits any telephone system/ACD without an IT interface, and can be set up in just 4 weeks. Yannick Callegari ServiceOcean
14:30	MATTERHORN MASTERCLASSES: Keynote Masterclass In preparation
14:30	SALES SUMMIT MAIN STAGE: Panel discussion Creating synergies: The innovative power of marketing and sales What are the obstacles and success factors and what makes the interaction between marketing and sales possible. Learn how sustainable success can be achieved and how to get there. Philipp Gruner KION Group Melanie Schlegel Otto Bastian Laudien heise Presentation: Kerstin Valet CRIF Deutschland
15:15	SERVICE SUMMIT MAIN STAGE: Panel discussion Communication that counts: The right choice of channels in customer service Today's customers expect fast and efficient service via the communication channels of their choice - from chatbots and social media to traditional hotlines. But despite the strong presence of digital channels, how do companies manage to create personalised customer service experiences that inspire and retain customers in the long term? Emmelie Koenen The Quality Group Daniela Flesch PAYBACK Herr Bernd Guske Deutsche Glasfaser Presentation: André Bopp Deutsche Telekom
15:15	SALES SUMMIT MAIN STAGE: Panel discussion Sales leaders panel The constantly changing world presents many challenges and also many new perspectives for SMEs and corporations. What do these look like in the respective sectors, where are there similarities or differences? Peter Lingner De Lage Landen International (DLL) Andreas Mas Casellas RS Components Julian Hofer GALERIA Madeleine Friedrich mkk - meine krankenkasse Presentation: Melanie Kleemann
16:00	SERVICE SUMMIT MAIN STAGE: Speaker Awards Prizegiving The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code. Presentation: Nona Brodersen Service Summit Moderation
16:00	ZUGSPITZE MASTERCLASSES: Masterclass Award Prizegiving The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
16:00	MATTERHORN MASTERCLASSES: Masterclass Awards Prizegiving The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
16:00	MONT BLANC MASTERCLASSES: Masterclass Awards Prizegiving The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
16:00	SALES SUMMIT MAIN STAGE: Speaker Award Prizegiving The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code. Presentation: Linda Drescher Sales Summit
16:15	SERVICE SUMMIT MAIN STAGE: Keynote Keynote Sascha Lobo

Service Summit Day One

Service Summit Day Two

19th Nov 2025 Service Summit Day One

08:30 Welcome

Welcome

Keynote in preparation

Coffee break

Keynote

Future Customer Service: Digital tools that make the difference

Next-level leadership in customer service: inspiring teams, improving customer experiences

10:00 Masterclass

10:30 Keynote

11:00 Masterclass

11:30 Masterclass

11:45 Masterclass

12:15 Masterclass

10:00 Masterclass

10:30 Masterclass

11:00 Masterclass

11:30 Masterclass

12:00 Masterclass

12:15 Keynote

10:00 Masterclass

10:30 Masterclass

11:00 Masterclass

11:15 Masterclass

11:30 Masterclass

12:00 Keynote

12:15 Keynote

09:15 Welcome

09:30 Keynote

10:00 Coffee break

10:30 Keynote

11:00 Transformation in sales: unleashing the digital future

11:45 Customer Centricity

12:30 Lunch break

Service Summit Startup Awards

The best customer service is the one that nobody needs: contact avoidance, automation and AI are key

Understanding the customer: How do we recognise what the customer really wants? How much autonomy do customers want?

Coffee break

Next-gen customer service: AI and voice AI rethought

Keynote in preparation

Speaker Awards Prizegiving

14:00 Human or AI – who will lead the sales of tomorrow?

14:30 Keynote

14:45 Masterclass

15:00 Masterclass

15:30 Coffee break

16:15 Masterclass

16:30 Masterclass

16:45 Masterclass

17:00 Masterclass

17:30 Speaker Award Prizegiving

14:00 Keynote

14:30 Masterclass

15:00 Keynote

15:30 Coffee break

16:15 Masterclass

16:30 Keynote

17:00 Masterclass

17:30 Speaker Awards Prizegiving

14:00 Masterclass

14:30 Masterclass

15:00 Keynote

15:30 Coffee break

16:15 Masterclass

16:30 Keynote

16:45 Keynote

17:00 Keynote

17:30 Speaker Awards Prizegiving

14:00 Sales Summit Startup Awards

15:00 Key decisions of the CSO and their implementation in the sales organization

15:30 Fireside Chat: Key Learnings from B2B Sales in Corporates and Scale-Ups

16:00 Coffee break

16:45 Sales teams in transition: New horizons

17:30 Keynote

18:00 Speaker Award Prizegiving

18:15 Service & Sales Summit AFTERSHOW LOUNGE

23:00 End of today's event

19th November 2025 Service Summit Day One