The digital waiting loop uses behavioural science and offers alternatives to hanging up and redialling for the first time with the optimal IVR dialogue. Callers decide between appointment callbacks, virtual and voluntary waiting. The software (SaaS) thus reduces the costs for availability by up to 85% while improving key figures and measurably increasing customer and employee satisfaction. Only two days of integration. The software requires no IT interface and is compatible with any telephone system and ACD.

Staff shortages remain a key issue in the contact centre industry, whether it's finding or retaining new talent. But what do you do if you can't find a suitable candidate? In our presentation, we will take a close look at internal processes and show how you can increase the efficiency of your customer service with Diabolocom through innovative automation processes. These automations relieve your team of routine tasks, leaving them more time to focus on what really matters: people. Staff shortages don't have to be an obstacle - with the right measures and automation, you can make your customer service future-proof and more efficient.

In this presentation, we will show how Cargoboard has been able to drive its international expansion while significantly improving the performance and responsiveness of its customer service team with Aircall's communication and information platform. We look forward to meeting you!

We show the latest trends from Asia, which raises the bot-human communication to the next level: the visual sensory channel. This helps to improve customer service, increase the first call resolution rate, reduce average turnaround time and improve brand loyalty with brand ambassadors. For this purpose, we combine text, voice and individual faces, which can be used as avatars in the bot or also depict the agent individually in real time or alienate the agent in comic style.

In today's fast-paced world, where customer expectations are rising and leaders need to do more with less, excellent customer service means staying ahead of trends and adapting quickly. The Freshworks Customer Service Benchmark Report provides key insights into:

- The impact of generative AI on the customer experience
- Key KPIs to evaluate your customer service performance
- How conversational support creates delight
- The best channels for seamless support

If you'd like to see how your organisation compares to industry standards, we'd love to hear from you!

AI is having a significant impact on shaping the future of CX. In this masterclass, we discuss how this new technology will impact consumers and businesses. We'll also take a look at how AI can enhance the capabilities of agents, administrators, CX leaders and customers. 

In the field of service management, artificial intelligence is playing an increasingly important role in
optimising processes and increasing efficiency. AI-based solutions enable companies to better plan
their field service staff, deploy resources more effectively and improve the quality of the services
provided. In this presentation, we will discuss the benefits, challenges and future prospects of AI-
based technologies that can support companies in optimising deployment and route planning, for
example.

In this presentation, we will provide an exciting high-level overview of the latest developments in AI in the field of customer service in recent months, then reveal how we use AI to support our employees in their daily work - and present an impressive use case live. Be curious!

In this workshop, we will discuss the options enterprises have today for adopting AI in-house versus relying on application vendors and providers. We will explain the underlying technical concepts of AI chat assistants and AI search, and outline the challenges of advancing beyond the prototype stage when implementing these AI applications — especially when the underlying knowledge base is constantly evolving. Lastly, we will show how to overcome these challenges.

Customer interaction today: this means processing a great deal of customer, product and process knowledge perfectly in the shortest possible time, both in the digital and real world. This is the only way to enable personalised and efficient encounters with customers across all channels. And this in turn is the basis for high customer satisfaction while optimising costs at the same time.

Learn how Genesys customers are already using Genesys' AI-powered experience orchestration to achieve this goal. Gain direct insight into the world of the AI co-pilot, which intelligently supports your employees at every point in the service process. And watch the live on-stage interview with Karin Samsen, VP and Head of Service Operations at Siemens Healthineers, to see how Experience Orchestration is used in practice, what successes have been achieved with it and what further innovations are now conceivable.

In close cooperation with botario, Europe's largest photo service provider CEWE has implemented intelligent bots to future-proof its customer service. The AI-supported chat and phone bots, including human handover, enable seamless integration into various systems such as the ordering software. With versatile plugins, including the uploading of images in the chat, they support numerous communication channels and multiple languages.

‘Future-proof customer support via Desk’ shows how Zoho Desk helps organisations to make their customer support more efficient and future-proof through automation, AI-powered tools and intuitive workflows. Find out how you can optimise your support processes and increase customer satisfaction in the long term.

We show how AI in the agent desktop will increase productivity, perform agent tasks with high quality, and improve the satisfaction of agents with their work. To achieve this, we use AI transcriptions of the voice call and offer real-time assistance to the agent and
the supervisor. Furthermore, the AI helps to find the right information from the knowledge database quickly, reliably and will display the agent precisely the target customer answer. The information from the call can be transferred directly to case management. And, of course, the conversation is automatically summarised.

Imagine contacting a customer service centre - and experiencing the best of both worlds: the human touch and the efficiency of state-of-the-art technology. Answers are quick and precise, requests are dealt with personally and at lightning speed. The key? A symbiosis of humans and artificial intelligence that is invisible to the customer.
In this presentation, Philipp Meier zu Eissen, Sales Manager at VIER, will explain how AI-based assistance systems support people in customer service. Discover how intelligent automation takes over routine tasks while people concentrate on the essentials - personalised customer service. Let us show you how the invisible assistant interacts with the human factor to create the perfect customer experience and shape the future of customer service. Immerse yourself in the world in which man and machine achieve great things together!

How the mindset of corporate billing and budgeting compromises the customer experience. Everyone wants to know what the customer wants, but no one wants to pay for it and when the customer serves it up for free, we don't listen. What happens when you offer service, sales and listening in one product? MAGIC! 

Why are industry leaders investing in telephone customer service and using intelligent callbacks when, in the age of the internet, orders are placed online and self-service is the gold standard? Why does BigTech use intelligent call-backs in service? How does customer service create a positive business case for sales? Find out how successful companies are turning their customer service into a true profit centre.

Autonomous AI agents, combined with tools like Slack, deliver 24/7 support for both employees and customers. While AI handles routine tasks and inquiries, employees can concentrate on the more complex and interesting tasks and Slack enhances communication and collaboration across teams. Together, they improve customer experiences, drive internal efficiency, and ensure continuous, seamless service at all times.

In an increasingly digitalised world, customers expect fast, personalised and seamless service. Artificial intelligence (AI) can help companies to fulfil these high expectations and increase the efficiency of their customer service processes at the same time. In this presentation, we will show how AI can create added value in customer service and lead to an improved customer experience (CX). Specific application examples will be presented. We will also discuss how companies can successfully integrate AI in the service sector without neglecting the human component.

Join Ingo of Kore.ai for an insightful keynote on the AI maturity journey. Ingo will present a practical roadmap that guides organisations through the five key stages of AI maturity, from traditional on-premise contact centre systems to the cutting-edge implementation of autonomous AI at enterprise scale. Whether you're just beginning your AI journey or preparing to deploy advanced AI solutions, this session will provide actionable insights to help you elevate your customer and employee experience strategy.

In this masterclass, EWE and Deloitte present how the turnaround was achieved after challenging times in customer service. Thanks to the jointly developed strategic customer service roadmap #KiM26, the first fruits have already been harvested. Look forward to a real experience: practical insights and guaranteed no ‘chatter’!

Unveiling the world's largest contact centre project, integrating Vonage's voice solution with Salesforce's Service Cloud Voice solution, for a global manufacturer headquartered in Germany

AI-supported technologies are revolutionising today's contact centres. In our presentation, we will show you how the innovative AI features of the Zoom Contact Centre:
- increase the efficiency of your team
- make work easier for your agents
- take the customer experience to a new level

Conversational AI in the form of phone and chatbots is increasingly becoming an integral part of modern customer service strategies. The full and partial automation of customer enquiries using artificial intelligence offers considerable efficiency gains and helps to increase customer satisfaction, while at the same time reducing the workload on service staff and improving the quality of customer service. In this panel, Saramena Meier-Sauthoff (enercity) and Matthias Quirmbach (OBI), together with panel moderator Ben Ellermann (MUUUH!), will provide practical insights into the successful use of conversational AI in the retail and energy sectors. Find out which processes offer the greatest potential for automation, which industry-specific challenges need to be considered during implementation and how data-driven optimisations ensure the long-term success of Conversational AI projects.

Customer orientation - a term that companies like to use! But it often remains just fine words. Why is that? Because it's not enough to just listen to the end customer and note down their wishes. It's about looking deeper: What is happening in the market? How can these insights be implemented economically? In this masterclass, you will get to know a perspective in which customer orientation is only the beginning and the result of many small, targeted steps. Find out how you can move from declarations of intent to action and realise the full potential of your customer relationships!

At a time when the shortage of skilled labour is putting companies under increasing pressure, the complexity of IT and OT is growing and downtime can quickly lead to financial risk, smart technologies are opening up new ways to make processes more efficient.

To overcome these challenges and take full advantage of the opportunities offered by smart technologies, Julian Doelfs shows in his masterclass how you can meet your customers' expectations, build long-term relationships and maintain the quality of your products - with a digitally optimised aftersales service. In addition to remote access, augmented reality (AR) opens up new dimensions for interaction between remote specialists and employees on site. And finally, Spatial Computing shows how self-directed training and onboarding can be accelerated through immersive 3D experiences.

You can look forward to a humorous and inspiring presentation that shows how to master the challenges of digital transformation in customer experience (CX). Using animal metaphors - from unicorns to mules - Heiko Kuhn illustrates why we need to switch from old systems to dynamic ‘systems of engagement’ in order to meet the expectations of modern customers. Using practical examples from Deutsche Telekom and HDFC Bank, you will learn how AI and a standardised CX platform based on a codebase can help break down silos and bring about real change. Be inspired to not only bet on the ‘right horse’, but perhaps even on the unicorn!

In this presentation, ServiceNow and Digitall will provide practical insights into how data-driven approaches are fundamentally changing service management. From the perspective of a Head of Service Management, you will learn how the targeted use of artificial intelligence (AI) and automation increases efficiency, makes decisions customer-centric and allows companies to react more agilely to market changes.
Specific examples will be used to show how companies can use data analysis, AI and automation to grow beyond data silos and existing systems. You will learn how data-based decisions can promote proactive customer care, open up new sales potential and reduce operating costs at the same time.
We will also shed light on the opportunities and challenges of digital transformation in service management and show how data-driven processes and AI are having a lasting impact on day-to-day business. You can look forward to valuable insights and practical approaches for use in your company.