19th & 20th November 2025 in Hamburg

Service Summit Day One

Service Summit Day One

The program of the first day of the Service Summit on 20st November 2024.

Service Summit Day Two

Service Summit Day Two

The program of the second day of the Service Summit on 21st November 2024.



20th Nov 2024 Service Summit Day One

  1. MAIN STAGE
  1. MASTERCLASSES
  1. 08:30
     

    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

  1. 09:15
  2. 09:30
    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.

  3. 10:00
     

    Coffee break

    Make new contacts with visitors of the Service Summit

  4. 10:45
    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?

  5. 11:45
    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?

    Presentation:

    Sarah Rojewski Sarah Rojewski  
  1. Presentation

    09:30 Digital Queue for 100% handled calls in Servicecenters

    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.

  2. Presentation

    10:00 Diabolocom Masterclasses

    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.

  3. Presentation

    10:30 Scaling and customer satisfaction in harmony: How Cargoboard expanded its support from 10 to 800 calls per day with Aircall

    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!

  4. Presentation

    10:45 How Video-Bot (Digital Human) improves customer service

    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.

  5. Presentation

    11:00 Customer Service at the highest level - the Freshworks benchmark report reveals the secrets

    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!

  6. Presentation

    11:30 CX in 2027

    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. 

  7. Presentation

    12:00 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.

  8. Presentation

    12:15 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!

  1. 12:30
     

    12:30 Lunch break

  1. 14:00
    Presentation

    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!

  2. 14:45
    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?

  1. Presentation

    13:30 Next-gen AI to enhance customer service experience. What, Why and How?

    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.

  2. Presentation

    14:00 Innovative Customer Service solutions with Microsoft Copilot

    How Dynamics 365 and Copilot are revving up the AI-supported contact centre of the future

  3. Presentation

    14:30 The 5 stages of empathetic experience orchestration: Success strategies and #CX insights at Siemens Healthineers

    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.

  1. 15:30
     

    15:30 Coffee break

    Make new contacts with visitors of the Service Summit

  1. 16:00
    Presentation

    Customer proximity in the digital age: how much self-service and automation can our customers tolerate?

    - How are customer expectations changing as a result of life in the digital space?
    - How do I make optimum use of people and machines to fulfil customer requirements?
    - Agile and flexible service as a prerequisite for a high NPS

  2. 16:30
    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?

  3. 17:15
    Presentation

    Employee satisfaction as a key factor for customer satisfaction

    Carsten Hilbers, member of the management board of Pluxee Germany and Austria and responsible for the Customer Experience & Care department, explains the direct link between employee and customer satisfaction. He will provide an insight into the concrete economic effects of efficient employee engagement, e.g. on turnover, costs, productivity and recommendations. As part of his presentation, Carsten Hilbers will also present specific measures that can be used to optimise the customer focus of employees and thus positively influence customer satisfaction. 

  1. Presentation

    16:00 Innovative customer experience at CEWE: GenAI and flexible infrastructure with botario

    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.

  2. Presentation

    16:30 Future-proof customer support via desk

    ‘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.

  3. Presentation

    17:00 Reshaping Agent Experience with AI

    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.

  4. Presentation

    17:15 The invisible assistant: How AI contributes to perfect customer service behind the scenes

    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!

  5. Presentation

    17:30 How does a cost centre like customer service become a profit centre?

    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! 

  1. 17:45
     

    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.

  1. 18:00
     

    18:00 Aftershow lounge for all participants

  1. 23:00
     

    23:00 end of the first day

20th November 2024 Service Summit Day One

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

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.

09:30 MASTERCLASSES:
Presentation

Digital Queue for 100% handled calls in Servicecenters

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.

10:00 MAIN STAGE:
 

Coffee break

Make new contacts with visitors of the Service Summit

10:00 MASTERCLASSES:
Presentation

Diabolocom Masterclasses

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.

10:30 MASTERCLASSES:
Presentation

Scaling and customer satisfaction in harmony: How Cargoboard expanded its support from 10 to 800 calls per day with Aircall

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!

10:45 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?

10:45 MASTERCLASSES:
Presentation

How Video-Bot (Digital Human) improves customer service

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.

11:00 MASTERCLASSES:
Presentation

Customer Service at the highest level - the Freshworks benchmark report reveals the secrets

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!

11:30 MASTERCLASSES:
Presentation

CX in 2027

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. 

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?

Presentation:

Sarah Rojewski Sarah Rojewski  
12:00 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.

12:15 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!

12:30

Lunch break

13:30 MASTERCLASSES:
Presentation

Next-gen AI to enhance customer service experience. What, Why and How?

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.

14:00 MAIN STAGE:
Presentation

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!

14:00 MASTERCLASSES:
Presentation

Innovative Customer Service solutions with Microsoft Copilot

How Dynamics 365 and Copilot are revving up the AI-supported contact centre of the future

14:30 MASTERCLASSES:
Presentation

The 5 stages of empathetic experience orchestration: Success strategies and #CX insights at Siemens Healthineers

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.

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?

15:00 MASTERCLASSES:
Presentation

Keynote

15:30

Coffee break

Make new contacts with visitors of the Service Summit

16:00 MAIN STAGE:
Presentation

Customer proximity in the digital age: how much self-service and automation can our customers tolerate?

- How are customer expectations changing as a result of life in the digital space?
- How do I make optimum use of people and machines to fulfil customer requirements?
- Agile and flexible service as a prerequisite for a high NPS

16:00 MASTERCLASSES:
Presentation

Innovative customer experience at CEWE: GenAI and flexible infrastructure with botario

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.

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?

16:30 MASTERCLASSES:
Presentation

Future-proof customer support via desk

‘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.

17:00 MASTERCLASSES:
Presentation

Reshaping Agent Experience with AI

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.

17:15 MAIN STAGE:
Presentation

Employee satisfaction as a key factor for customer satisfaction

Carsten Hilbers, member of the management board of Pluxee Germany and Austria and responsible for the Customer Experience & Care department, explains the direct link between employee and customer satisfaction. He will provide an insight into the concrete economic effects of efficient employee engagement, e.g. on turnover, costs, productivity and recommendations. As part of his presentation, Carsten Hilbers will also present specific measures that can be used to optimise the customer focus of employees and thus positively influence customer satisfaction. 

17:15 MASTERCLASSES:
Presentation

The invisible assistant: How AI contributes to perfect customer service behind the scenes

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!

17:30 MASTERCLASSES:
Presentation

How does a cost centre like customer service become a profit centre?

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! 

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.

18:00

Aftershow lounge for all participants

23:00

end of the first day

21st Nov 2024 Service Summit Day Two

  1. MAIN STAGE
  1. MASTERCLASSES
  1. 09:15
     

    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

  1. 10:30
    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.

  2. 11:00
    Panel discussion

    The skill of employee management

    How do you maximise employee engagement for an unforgettable customer experience? How can digitalisation help?

  3. 11:45
    Presentation

    Keynote in Vorbereitung

  1. Presentation

    10:30 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.

  2. Presentation

    10:45 How Autonomous AI Agents and Slack Support Your Employees and Customers 24/7

    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.

  3. Presentation

    11:15 Success in customer service - AI as added value for better CX

    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.

  4. Presentation

    11:45 Navigating the Five Stages of AI Maturity for enhanced CX and EX

    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.

  1. 12:15
     

    12:15 Lunch break

  1. 13:45
    Presentation

    Unlock ‚Maintenance-Repair-Overhaul Data‘: Driving Value for Airline Customers

    Our vision? To transform the future of the aviation service industry through the intelligent use of data.
    We collect and analyse data along the service value chain to offer our customers real added value.

  2. 14:15
    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?

  3. 15:15
    Panel discussion

    Complaint management in customer service

    What characterises good complaint management? How can the challenges be overcome and how can new technologies help?

  4. 16:00
    Panel discussion

    Review and Outlook: The essence of the last two days

    An exciting panel discussion summarising the highlights and key findings of the past two days of the event. Together, experts reflect on the key learnings and discuss how these can be used to optimise customer service in the future.

  5. 16:30
     

    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.

  1. Presentation

    13:15 Customer Service from EWE - Interested in RealTalk? With #KiM26 to noticeable Customer satisfaction

    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’!

  2. Presentation

    13:45 The world's largest contact centre project using Vonage, Salesforce and AI for a German global player

    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

  3. Presentation

    14:15 Innovative AI features in the Zoom Contact Centre: Redefining efficiency and customer satisfaction

    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

  4. Presentation

    14:30 Conversational AI in practice: Success stories from the retail and energy sectors

    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.

  5. Presentation

    15:00 Congratulations: your customer-orientation doesn't help at all!

    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!

  6. Presentation

    15:15 Next generation aftersales service: smart technologies as the key to excellent products and maximum customer satisfaction

    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.

  7. Presentation

    15:45 The all-in-one CaaS platform - Deutsche Telekom and HDFC Bank successfully back the right horse!

    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!

  8. Presentation

    16:15 More than just AI - insights from the everyday life of data-driven service management

    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.

  9.  

    16:45 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.

  1. 18:00
     

    18:00 End of Service Summit 2024

21st November 2024 Service Summit Day Two

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

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.

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.

10:45 MASTERCLASSES:
Presentation

How Autonomous AI Agents and Slack Support Your Employees and Customers 24/7

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.

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?

11:15 MASTERCLASSES:
Presentation

Success in customer service - AI as added value for better CX

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.

11:45 MAIN STAGE:
Presentation

Keynote in Vorbereitung

11:45 MASTERCLASSES:
Presentation

Navigating the Five Stages of AI Maturity for enhanced CX and EX

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.

12:15

Lunch break

13:15 MASTERCLASSES:
Presentation

Customer Service from EWE - Interested in RealTalk? With #KiM26 to noticeable Customer satisfaction

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’!

13:45 MAIN STAGE:
Presentation

Unlock ‚Maintenance-Repair-Overhaul Data‘: Driving Value for Airline Customers

Our vision? To transform the future of the aviation service industry through the intelligent use of data.
We collect and analyse data along the service value chain to offer our customers real added value.

13:45 MASTERCLASSES:
Presentation

The world's largest contact centre project using Vonage, Salesforce and AI for a German global player

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

14:15 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?

14:15 MASTERCLASSES:
Presentation

Innovative AI features in the Zoom Contact Centre: Redefining efficiency and customer satisfaction

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

14:30 MASTERCLASSES:
Presentation

Conversational AI in practice: Success stories from the retail and energy sectors

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.

15:00 MASTERCLASSES:
Presentation

Congratulations: your customer-orientation doesn't help at all!

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!

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?

15:15 MASTERCLASSES:
Presentation

Next generation aftersales service: smart technologies as the key to excellent products and maximum customer satisfaction

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.

15:45 MASTERCLASSES:
Presentation

The all-in-one CaaS platform - Deutsche Telekom and HDFC Bank successfully back the right horse!

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!

16:00 MAIN STAGE:
Panel discussion

Review and Outlook: The essence of the last two days

An exciting panel discussion summarising the highlights and key findings of the past two days of the event. Together, experts reflect on the key learnings and discuss how these can be used to optimise customer service in the future.

16:15 MASTERCLASSES:
Presentation

More than just AI - insights from the everyday life of data-driven service management

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.

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.

16:45 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.

18:00

End of Service Summit 2024