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SERVICE SUMMIT MAIN STAGE
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ZUGSPITZE Masterclasses
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MATTERHORN Masterclasses
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MONT BLANC Masterclasses
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SALES SUMMIT MAIN STAGE
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08:30
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09:15
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09:30Keynote
Keynote in preparation
In preparation
Presentation:
Nona Brodersen Trailblazer Summits Moderation
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10:00
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10:30Keynote
The invisible lever: how excellent customer service scales businesses – or the story of how caretakers become partners and supporters become enablers
Tim tells the story of his customer service department's journey from caretaker to strategic partner. The focus is on how service departments can be involved in and support company growth and internationalization, what obstacles arise in the process, and what developments are necessary to transform pure support into a genuine driver of added value. Tim shares his experiences and shows how processes were professionalized, roles redefined, and the basis for scaling and sustainable business success created. Translated with DeepL.com (free version)
Presentation:
Nona Brodersen Trailblazer Summits Moderation
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11:00Panel 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.
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11:45Panel 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?
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Keynote Service
10:00 Masterclass
In this masterclass, we lay our cards on the table. Using three real client projects, we’ll show how voice AI actually performs on the phone. We’ll examine real-world scenarios—e-commerce, a B2B hotline, and legal expenses insurance. We’ll cover dos and don’ts, common data-protection pitfalls, and practical tips for integrating with your CRM and e-commerce platforms. By the end, you’ll know exactly where—and how—phone-based AI pays off for your business, and when human agents remain indispensable.
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Service
10:30 Redesigning Customer Experience with People-First AI
Customer expectations are at an all-time high and they’re not slowing down. Speed is no longer a differentiator; it’s the baseline. Today’s winners deliver service that’s seamless, personalized, and effortless across every channel. But legacy tools, siloed data, and rising efficiency demands are holding many teams back.
In this session, we’ll explore how People-First AI is reshaping customer service, moving beyond simple assistance to act on behalf of customers and agents to deliver results, not just responses. You’ll see how Freshworks’ AI platform, Freddy AI, works behind the scenes to:
Automate repetitive work so teams can focus on meaningful interactions.
Empower agents with real-time guidance, enriched context, and intelligent workflows.
Enrich decisions with proactive insights that boost operational efficiency.Through real-world examples, you’ll discover practical ways to integrate AI across channels, scale it with intention, and deliver the kind of experiences that keep customers loyal.
The future of Customer service isn’t more, it’s smarter. It’s uncomplicated.
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Sales
11:00 Masterclass
In preparation
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Service
11:30 Masterclass
In preparation
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Service
12:15 Masterclass
In preparation
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Sales
10:00 Masterclass
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
11:00 Agentic IoT as a Business Booster – How Autonomous IoT Systems Optimize Processes
Imagine your service processes thinking for themselves. Problems are solved before they arise. Systems act independently – quickly, precisely, and always in the best interests of the customer. Welcome to the era of Agentic IoT. Samhammer shows how classic AI, generative AI, and agentic intelligence differ – and why now is the exact moment when autonomous IoT systems are becoming real business boosters. Experience inspiring best practices, a clear implementation strategy, and a glimpse into the future, where human empathy and artificial intelligence work together perfectly. A must-see for anyone who wants to understand how service organizations are reinventing themselves and how to actively lead this change.
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Sales
11:30 The Go-to-Market Performance Gap - and how to close it
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
12:00 Masterclass
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote
10:00 Summer, sun, flood of tickets: How chat and voice bots from botario are transforming Steinbach's seasonal operations.
Every summer, when pool season begins, Steinbach faces a surge in customer inquiries. To manage this peak efficiently while maintaining excellent service quality, the company relies on an LLM-powered chatbot developed by botario. In this workshop, you will learn how Steinbach successfully balances efficiency and customer experience through the centralization of product information, the strategic use of AI, and clear project ownership. The session will also highlight best practices that other companies can apply to strengthen their own customer service operations.
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Sales
10:30 Masterclass
In preparation
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Sales
11:00 Masterclass
In preparation
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Service
11:15 AISM: The era of intelligent service champions – AI agents and assistants for improved CX and efficiency
Thanks to AI-Native, the future of customer service will be more efficient and enhance the CX.
In this 15-minute keynote speech, Serviceware reveals how you can rethink your entire customer service ecosystem with intelligent AI agents and AI assistants. Learn how these digital colleagues support your customer service, proactively resolve service requests and relieve your teams – for unprecedented efficiency and customer satisfaction. Discover how AISM goes beyond traditional CSM and ESM. A new era of service awaits – are you ready?
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Sales
11:30 AI, Agents & Autonomous Systems in CRM – Trends, Pitfalls & the Future of Sales & Service
AI is revolutionizing the way companies interact with their customers in sales & service – but how can this potential be implemented simply or intensively while remaining compliant with data protection regulations?
In this masterclass, Mirco Müller explains the current developments in artificial intelligence in conjunction with CX/CRM systems, corporate data, and data protection regulations. The spectrum ranges from today's standard CX/CRM AI functionalities in systems like HubSpot, Zendesk, and SugarCRM to the integration of OpenAI or Anthropic (Claude), all the way to customized corporate AI in combination with CX/CRM systems.
Down to business: The content is delivered at a business level, with a focus on sales & service, without requiring any technical prior knowledge. At the same time, the session offers the necessary depth so that participants can take away concrete insights and action options for their company.
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Service
12:00 For a long time, it was either reduce costs or maintain quality – AI finally makes both possible.
For decades, contact centers faced an apparently impossible dilemma: either increase efficiency or deliver excellent service. Modern AI technologies are breaking this trade-off. Intelligent bots handle routine inquiries, reducing costs, while data analytics and smart workforce tools enhance service quality. In this way, the contact center transforms from a cost center into a strategic competitive advantage.
Presentation:
Lea Bücker Trailblazer Summits Moderation
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09:15 Opening
Opening of the event with a warm welcome by the moderator.
Presentation:
Linda Gernitz Trailblazer Summits Moderation
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Keynote
09:30 More Human Through Machine – How Leadership Shapes the Power of AI
How is artificial intelligence transforming sales – and what remains of the human factor when machines learn to sell? In her keynote, Lina reveals why the real challenge in the age of AI isn’t technology – it’s leadership mindset. Drawing on more than 15 years of experience building and leading high-performing sales teams, she shares honest and inspiring insights into how leadership, trust, and human connection must evolve when data, automation, and algorithms increasingly shape decisions. Through personal stories, real-world examples, and a clear vision for the future, Lina shows how AI can help us lead better, understand deeper, and sell more humanly – if we learn how to use it the right way. She concludes with five actionable principles that enable organizations to leverage AI wisely, responsibly, and profitably – without losing sight of what truly drives performance: the human being. A keynote for everyone who doesn’t just want to know what AI can do – but wants to understand what we must do to lead successfully in this new era.
Presentation:
Linda Gernitz Trailblazer Summits Moderation
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Keynote
10:30 Power Your Human + AI Sales Team with the #1 Agentic Sales Platform
Drive unmatched growth with Sales Cloud — completely reinvented for the agentic era. Bring AI agents and human reps together at every step of the sales cycle to unlock your team’s full potential.
Presentation:
Linda Gernitz Trailblazer Summits Moderation
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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 / RTL Deutschland
Mathias Grompe Allianz Partners
Presentation:
Jennifer Alves
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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
Markus Trumann GE Healthcare
Bastian Gierull Octopus Energy
Daniel Novak nox
Presentation:
Janet Friedel TEAM SPIRIT FACTORY
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12:30
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14:00Keynote
Service Summit Startup Awards - Part 1
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!
Arash Hosseini Nijta
Galina Naydenova ProSource International
Jan Schilling targenio
Oscar Schwarz logen.ai
Paulo Nunes Langbox
Martin Schneglberger blankmile
Lukas Kramer TrainHQ
Alex Abstreiter Pluno.ai
Presentation:
Nona Brodersen Trailblazer Summits Moderation
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15:00Keynote
Less is more: the principle of valuable customer interactions.
Timo Sievers outlines how freenet has transformed its customer service by reducing unnecessary contacts, building strong BPO partnerships, and applying the Value-Irritant Matrix. The journey moves from manual mass handling to intelligent, digital solutions – with AI enabling both standardised and personalised customer interactions.
Presentation:
Nona Brodersen Trailblazer Summits Moderation
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15:30Panel 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
Saramena Meier-Sauthoff enercity
Barbara Ruhm-Cornelius Debeka
Thorve Räker Artivion
Lars Keßler KALKHOFF BIKES
Presentation:
Johanna Ahrens Cisco
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16:15
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16:45Panel 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
Felix Leshoff Oldenburgische Landesbank
Torsten Elsner Schwarz IT
Matthias Ledig Bosch
Timo Reis Riverty
Presentation:
Felix Wrobel Ergo Group
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17:30
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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 Trailblazer Summits Moderation
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Keynote Sales
14:00 Human or AI – who will lead the sales of tomorrow?
AI is changing everything – including the role of sales managers. Is AI ‘just’ a high-performance sales tool, or is it much more than that? How are the tasks and workload of sales managers changing? Or will AI take over sales management entirely? Ralf Selzer analyses these questions in a pointed and provocative, vivid and entertaining way – drawing on his many years of sales experience.
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Service
14:45 AI - Level Up! The right tooling for every level of maturity in customer service
Customer service teams are confronted with a flood of AI promises – but not every solution is suitable for every level of maturity. This session will introduce an AI maturity framework that highlights the appropriate applications for each stage: from initial co-pilot solutions and human oversight to voice agents and fully-fledged agentic services. Participants will learn how to assess their current maturity level, select the right AI tools and develop step by step into the Agentic Web.
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Service
15:00 Masterclass
In preparation
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Service
16:15 Masterclass
in preparation
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote
16:45 Masterclass
In preparation
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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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.
Presentation:
Cosma Nouschirvan Trailblazer Summits Moderation
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Keynote Service
14:00 Masterclass
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
14:30 Masterclass
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
15:00 Masterclass
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
16:15 Masterclass
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
17:00 Interaction Centre 2030: from contact centre to future platform for customer experiences
By 2030, the traditional contact centre will have undergone radical change, evolving into an intelligent, centralised control centre for all interactions between customers and companies. Service, marketing and sales will grow closer together on a shared platform. AI will support every process, but people will remain at the centre. Stefan and Ralf show how companies can already take the first steps today to assert themselves in the existing market (‘red ocean’) and pragmatically set the course for their (new) ‘blue ocean’ by realigning all business activities to focus on differentiation and low costs at the same time. In this presentation, you will learn what consequences you can already expect for your operating model today and how you can prepare your organisation for them.
Presentation:
Pascal Possler Trailblazer Summits Moderation
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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.
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
14:00 Masterclass
In preparation
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Sales
14:15 Masterclass
In preparation
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Sales
14:30 Masterclass
In preparation
Presentation:
Lea Bücker Trailblazer Summits Moderation
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Keynote Service
16:15 CX mastermind: How AI automatically ensures customer satisfaction – and all you have to do is set the direction
Live demo of the EWI Assistant – the interactive partner for CX analytics/decisions
How can complex customer data be used to create real added value for marketing and sales? In this live demo, we present the EWI Assistant – the AI-powered ‘mastermind’ for customer experience. Using a business case from the automotive industry as an example, you will see how EWI identifies strengths and weaknesses in large amounts of data, derives concrete measures for greater customer satisfaction and meets the highest data protection standards in the process. A practical insight into the future of customer satisfaction analysis – fast, fully automated and 100% GDPR-compliant. Translated with DeepL.com (free version)
Presentation:
Lea Bücker Trailblazer Summits Moderation
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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.
Presentation:
Lea Bücker Trailblazer Summits Moderation
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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!
Pascal Salmen acto
Philipp Baumanns telli
Sebastian Wrobel PricingWorks
Carol Miranda MeetGeek.ai
Lennard Greve Sleak Technologies
Benedikt Nolte Plato
Albert Pusch Omikron Data Solutions
Presentation:
Linda Gernitz Trailblazer Summits Moderation
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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.
Jan Wieseke Sales Management Department | Ruhr-Universität Bochum
Christian Schmitz Sales Management Department | Ruhr-Universität Bochum
Presentation:
Linda Gernitz Trailblazer Summits Moderation
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Fireside Chat
15:30 Fireside Chat: Key Learnings from B2B Sales in Corporates and Scale-Ups
Presentation:
Jens Hutzschenreuter Digital Business Group
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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
Rouven Gehrmann ACO
Presentation:
Ramona Brunner SHE APÉRO
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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 Gernitz Trailblazer Summits Moderation