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Main Stage
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Masterclasses
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09:15
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09:30Presentation
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 optimizationModeration:
Inken März Service Summit Moderation
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10:00
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10:30
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11:00
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11:45Panel 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?
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09:45
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10:00Presentation
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.Moderation:
Steffi Landerer Service Summit Moderation
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10:30
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11:00Presentation
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.Moderation:
Steffi Landerer Service Summit Moderation
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11:30
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12:00Presentation
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.Moderation:
Steffi Landerer Service Summit Moderation
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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!
Moderation:
Inken März Service Summit Moderation
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14:15Presentation
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.Moderation:
Inken März Service Summit Moderation
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14:45Panel 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
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15:30
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16:00Presentation
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 ...Moderation:
Inken März Service Summit Moderation
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16:30Panel 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
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17:15Presentation
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.Moderation:
Inken März Service Summit Moderation
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17:45
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13:30Presentation
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.Moderation:
Steffi Landerer Service Summit Moderation
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13:45Presentation
"PLAY IT SAFE WITH A EUROPEAN CLOUD” – Successful with a Customer Service Mindset
Moderation:
Steffi Landerer Service Summit Moderation
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14:00Presentation
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.Moderation:
Steffi Landerer Service Summit Moderation
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14:15
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14:45
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15:15
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15:45
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17:15