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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 preparation
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 Sales
10:30 Masterclass
In preparation
Presentation:
Pascal Possler Trailblazer Summits Moderation
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Keynote Service
11:00 Masterclass
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 Sales
11:30 Masterclass
In preparation
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 Welcome
Opening of the event with a warm welcome by the moderator.
Presentation:
Linda Drescher 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
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
Lina Hakobyan Statista
Markus Trumann GE Healthcare
Bastian Gierull Octopus Energy
Presentation:
Katharina Messner Qinshift
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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!
Galina Naydenova ProSource International
Jan Schilling targenio
Oscar Schwarz logen.ai
Paulo Nunes Two Impulse
Martin Schneglberger blankmile
Lukas Kramer TrainHQ
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?
Herr Dario Maslic OTTO DÖRNER
Dr. 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
Dr. Matthias Ledig Bosch
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 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.
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 Masterclass
In preparation
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!
Philipp Baumanns telli
Sebastian Wrobel PricingWorks
Carol Miranda MeetGeek.ai
Lennard Greve Sleak Technologies
Benedikt Nolte Plato
Presentation:
Linda Drescher 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.
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 Trailblazer Summits Moderation
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Panel discussion
15:30 Fireside Chat: Key Learnings from B2B Sales in Corporates and Scale-Ups
Presentation:
Dr. 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
Andreas Klassa PŸUR | Tele Columbus
Herr 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 Drescher Trailblazer Summits Moderation