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 Dorina Mielke Service Summit Nele Flach Service Summit Novica Ilic Service Summit
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 Daniel Jaeken Vodafone Dr. Sascha Riedel Vodafone Moderation: Inken März Service Summit Moderation
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. Raphael Krauth ServiceOcean Moderation: Steffi Landerer Service Summit Moderation
10:30	MAIN STAGE: Presentation Salesforce Moderation: Inken März Service Summit Moderation
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? Benjamin Gabel Schüco Ronny Rodschinka Kellogg Thomas Blättler Roche Pierre Hartmann s.Oliver Moderation: Anika Tannebaum GROW! Customer Service & Leadership Consulting
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. Christopher Harms Zendesk Moderation: Steffi Landerer Service Summit Moderation
11:30	MASTERCLASSES: Presentation Salesforce Moderation: Steffi Landerer Service Summit Moderation
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? Tetyana Keyvan Zendesk Dr. Annegret Köhler-Werzner DMK Deutsches Milchkontor Matthias Quirmbach OBI next Markus Geisert Sky Deutschland Moderation: Andreas Kollmitz CommuniGate Kommunikationsservice
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. Andreas Bopp InVision Moderation: Steffi Landerer Service Summit Moderation
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! Johannes Hötter Kern AI Felix Stelzer melibo Mylène Diem Step Ahead Thomas Abend VITAS Moderation: Inken März Service Summit Moderation
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. Carolin Edler-Mende Aristech Moderation: Steffi Landerer Service Summit Moderation
13:45	MASTERCLASSES: Presentation "PLAY IT SAFE WITH A EUROPEAN CLOUD” – Successful with a Customer Service Mindset Hendrik Lahme Open Telekom Cloud Robert Haas Open Telekom Cloud Moderation: Steffi Landerer Service Summit Moderation
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. Kevin Dees BOTfriends Adriano Napoli TUI Cruises Moderation: Steffi Landerer Service Summit Moderation
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. Julia Sötje freenet Timo Sievers freenet Moderation: Inken März Service Summit Moderation
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. Ulrike Grobe ARAG Anna Jucikas MILES Dennis Kubitza Sky Deutschland Christian Filipcic Hoffmann Group Michael Roth Endress+Hauser Torsten Elsner Schwarz Dienstleistung Moderation: Ilona Weigand
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 ... Sven Opitz AIRBUS Moderation: Inken März Service Summit Moderation
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? Sylwia Bischof Zattoo Benjamin Maul NÜRNBERGER Versicherung Lukas Staudt Vodafone Stephan Buschmann Jack Wolfskin Moderation: Isabel Greif Deutsche Telekom
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. Florian Schröder StepStone Deutschland Moderation: Inken März Service Summit Moderation
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

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 Dorina Mielke Service Summit Nele Flach Service Summit Novica Ilic Service Summit
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 Sarah Rojewski Telefónica Moderation: Inken März Service Summit Moderation
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 Barbara Ruhm-Cornelius Debeka Andreas Bieda Unilever Deutschland Rico Guadagnato home24 Daniel Koerber ENERCON André Siebert Lufthansa Technik Thomas Dittmar FUCHS Moderation: Johanna Ahrens Cisco
11:00	MASTERCLASSES: Presentation Babelforce Julian Hertzog babelforce
11:30	MASTERCLASSES: Presentation Typewise Moderation: Steffi Landerer Service Summit Moderation
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? Julia Pfeiffenberger Domino's Pizza Deutschland Katrin Zech Hilti Deutschland Felix Olms congstar Paul van Doorne E.ON Moderation: Dr. Tim Wiegels
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? Dominik Bauersch AXA Onno Hoffmann Deutsche Telekom Moderation: Inken März Service Summit Moderation
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? Axel Freund Sodexo Tim Tetens fritz-kulturgüter Hendrik Glück TRUMPF Stefan Andre Raschke Microsoft Moderation: Anika Tannebaum GROW! Customer Service & Leadership Consulting
14:45	MAIN STAGE: Presentation Channel preferences - "A clear service channel strategy as a lever for successful customer service" Irfan Hajdarevic Deloitte Moderation: Inken März Service Summit Moderation
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? Karin Samsen Siemens Healthineers Michael Klahn FUJITSU Antonius Michielsen Thermondo Marcel Salomon GE Healthcare
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. Felix Wrobel Ergo Group Moderation: Steffi Landerer Service Summit Moderation
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