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 A story of falling down and getting up again - Why the S.OLIVER GROUP had to rethink its customer service and how it wants to win back what it has lost The family company has faced a number of challenges in recent years that have severely impacted its customers. With determination, interdisciplinary collaboration and the right technology, the group is fighting its way back bit by bit. Julia Vornberger s.Oliver Pierre Hartmann s.Oliver Presentation: Inken März Service Summit Moderation
09:45	MASTERCLASSES: Presentation Digital Queue for 100% handled calls in Servicecenters A world first! ServiceOcean's digital queue avoids hang-ups and redialing thanks to the optimal IVR dialog and intelligent callback variants. The software now uses behavioral science and data analytics to reduce costs by 85% and increase handled calls by leaps and bounds. The software complements existing queues, fits any telephone system/ACD without an IT interface, and can be set up in just 4 weeks. Dr. Alexander Schagen ServiceOcean Presentation: Nona Brodersen Service Summit Moderation
10:00	MAIN STAGE:   Coffee break Make new contacts with visitors of the Service Summit
10:15	MASTERCLASSES: Presentation Diabolocom Masterclasses René Jacobi Diabolocom Presentation: Nona Brodersen Service Summit Moderation
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? Laura Lütkes E. Breuninger Adeline Gogosanu Siemens Albert Klotz Parship Group Benjamin Kook E.ON Energie Deutschland Patrick Groene Zendesk Presentation: Dr. Tim Wiegels
11:15	MASTERCLASSES: Presentation Freshworks Masterclasses Emina Biscevic Freshworks Presentation: Nona Brodersen Service Summit Moderation
11:45	MAIN STAGE: Panel discussion Omni-channel customer service experience The skilful linking of different communication channels for smooth and consistent interaction with customers. What exciting challenges and opportunities do these channels present? Sylwia Bischof Zattoo Annika Kamlage OBI next Irfan Hajdarevic Deloitte Jörg Malang DERTOUR Group Presentation: Sabrina Kraft GROWTH
11:45	MASTERCLASSES: Presentation Zendesk - Masterclasses Presentation: Nona Brodersen Service Summit Moderation
12:15	MASTERCLASSES: Presentation AI in service management 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. Dr. Maxim Wolf IFS Presentation: Nona Brodersen Service Summit Moderation
12:30	Lunch break
14:00	MAIN STAGE: Presentation Service Summit Startup Awards Part 1 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! Presentation: Inken März Service Summit Moderation
14:30	MASTERCLASSES: Presentation Genesys Masterclasses Michael Grün Genesys Presentation: Nona Brodersen Service Summit Moderation
14:45	MAIN STAGE: Panel discussion Customer loyalty in customer service How can outstanding customer loyalty be created? Through digital innovations or through the emotional element in customer service? Marie Pyko Studienkreis Julia Scharnetzke Miles & More Florian Schröder StepStone Deutschland André Bopp Deutsche Telekom Thomas Dittmar FUCHS Presentation: Johanna Ahrens Cisco
15:00	MASTERCLASSES: Presentation Keynote Carolin Edler-Mende Aristech Presentation: Nona Brodersen Service Summit Moderation
15:15	MASTERCLASSES:   Coffee break Make new contacts with visitors of the Service Summit
15:30	MAIN STAGE:   Coffee break Make new contacts with visitors of the Service Summit
16:00	MAIN STAGE: Presentation Keynote Marcus Nessler Samsung Electronics Presentation: Inken März Service Summit Moderation
16:00	MASTERCLASSES:   Botario Masterclasses Presentation: Nona Brodersen Service Summit Moderation
16:30	MAIN STAGE: Panel discussion Innovative technologies in customer service How can AI, machine learning and big data improve efficiency and personalise the customer experience at the same time? Sven Ley DHL Deutsche Post Marcel Salomon GE Healthcare Presentation: Dr. Tim Wiegels
16:30	MASTERCLASSES:   ZOHO Masterclasses Presentation: Nona Brodersen Service Summit Moderation
17:00	MASTERCLASSES: Presentation AI in action: practical applications and AI Agent Assist at a glance 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! Vicky Giourga gevekom Sebastian Becker gevekom Tobias Heinrich gevekom Presentation: Nona Brodersen Service Summit Moderation
17:15	MAIN STAGE: Presentation Unlock ‚Maintenance-Repair-Overhaul Data‘: Driving Value for Airline Customers Sven Dicke Liebherr Group Thibaut Mielke Liebherr Group Presentation: Inken März Service Summit Moderation
17:15	MASTERCLASSES: Presentation VIER Masterclasses Presentation: Nona Brodersen Service Summit Moderation
17:30	MASTERCLASSES: Presentation Moin.Ai Masterclasses Johannes Hehr moinAi Presentation: Nona Brodersen Service Summit Moderation
17:45	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. Presentation: Inken März Service Summit Moderation
18:00	Aftershow lounge for all participants
23:00	end of the first day

09:15	Entry The doors open at 9:30 am - so you can start networking over your first coffee or find yourself a good seat
10:00	MASTERCLASSES: Presentation Masterclasses - SKOPOS Uta Hümer SKOPOS Thomas Schmitz SKOPOS Martin Tabor SKOPOS Till Winkler SKOPOS Tobias Reiland SKOPOS Presentation: Nona Brodersen Service Summit Moderation
10:15	MAIN STAGE:   Welcome Presentation: Inken März Service Summit Moderation
10:30	MAIN STAGE: Presentation Customer Service - a balance between automation and personalisation Learn about Beiersdorf's approach to putting the customer at the centre. From automation to collaboration. Michael Raab Beiersdorf Presentation: Inken März Service Summit Moderation
10:30	MASTERCLASSES: Presentation How can telephone customer service generate sales and save costs at the same time? - Customer Service 2.0 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. Ulf Kühnapfel virtualQ Presentation: Nona Brodersen Service Summit Moderation
11:00	MAIN STAGE: Panel discussion The skill of employee management How do you maximise employee engagement for an unforgettable customer experience? How can digitalisation help? Karin Samsen Siemens Healthineers Ann-Katrin Benning Nestlé Melanie Bielefeld TUI Group Thorve Räker Artivion Presentation: Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
11:15	MASTERCLASSES: Presentation Five9 Masterclasses Presentation: Nona Brodersen Service Summit Moderation
11:45	MASTERCLASSES:   Keynote Presentation: Nona Brodersen Service Summit Moderation
12:15	Lunch break
13:45	MAIN STAGE: Presentation Service Summit Startup Awards Part 2 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! Presentation: Inken März Service Summit Moderation
13:45	MASTERCLASSES: Presentation Five9 Masterclasses Presentation: Nona Brodersen Service Summit Moderation
14:30	MAIN STAGE: Panel discussion AI and voice AI in customer service of the future How do these technologies influence customer service? What opportunities do they offer and what hurdles need to be overcome? Can self-services and chatbots replace personal customer contact? Heike Braun Otto Frank Nerlich Dräger Felix Wrobel Ergo Group Nick Rostalski Tchibo MOBIL Presentation: Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
15:15	MAIN STAGE: Panel discussion Complaint management in customer service What characterises good complaint management? How can the challenges be overcome and how can new technologies help? Markus Geisert Sky Deutschland Volker Mertens Deutsche Bahn Kai Fischer LEW Service & Consulting Sören Weiss Fujitsu Deutschland Presentation: Andreas Kollmitz CommuniGate Kommunikationsservice
16:30	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. Presentation: Inken März Service Summit Moderation
16:30	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. Presentation: Nona Brodersen Service Summit Moderation
16:45	For all participants: Afterwork
20:00	End of Service Summit 2024