“How did that work again?” – in many service teams, this question keeps landing with the same experienced colleagues. Modern helpdesk systems can already show which answers are missing. But finding a gap is not the same as closing it: someone still has to write the guide – and the most experienced people have no time for that. What your team can’t find, no AI agent will find either. In 15 minutes, Dr.-Ing. Enrico Pannicke uses a case from technical service to show how an open question reaches the experienced field colleague via a link, how he records his technique on the device with the MESHwerk app in a few minutes, and how the AI turns it into a finished guide – without anyone writing an article. Bring the question your team is asked most often: at booth N01, it goes up on the wall.

In preparation

How EWE and MUUUH! are implementing successful voice and chat automation on time and within budget
 

How can AI, employee participation, and trust work together? This session explores how organisations can turn customer interactions into a strategic asset, empower employees with AI-driven support, and successfully navigate regulatory and workplace requirements in the DACH market. Through the latest CX trends, real-world examples, and live demonstrations, you'll discover how modern AI-powered Customer Experience solutions can drive measurable business value while fostering transparency, employee trust, and collaboration.

58 days. Three continents. One connected customer experience. Discover how Arxada moved customer service to Microsoft Dynamics 365, integrated it with SAP, and went live simultaneously across the Americas, Europe, and APAC. In this masterclass, Arxada, Microsoft, and Visionet reveal what made the rapid launch possible. You will also see how service, sales, and marketing now collaborate on one platform—and how Copilot and Agents are already reducing manual effort in customer service. Join the session for practical lessons from a transformation delivered at speed and scale.

Whether it’s compromised accounts, detected vulnerabilities or suspicious files: the lmbit extensions for Matrix42 translate security information from trusted security vendors such as Pentera directly into automated actions, thereby ensuring greater transparency, assessment and a faster response in day-to-day IT operations.

How can AI be successfully implemented in customer service? Congstar and ilume share insights from a real-world project in the service center. The session explores practical implementation experiences and shows how Salesforce AI helps accelerate processes, reduce the workload of service teams, and handle customer inquiries more efficiently. What challenges need to be addressed, and which factors determine whether technological capabilities translate into real business value for customer service? Join us for practical insights and key learnings from the collaboration between congstar and ilume.

The sky is the limit, as the legendary Notorious B.I.G. once said. But how high can you really get with an AI agent in customer service, without IT spending six months planning first?

 We'll show two levels live: the quick start with Aircall AI Action, and the deep integration from Leafworks, who connected their agent to Zendesk via a custom API. You'll see what happens in the ticket while the call is still running, and leave with a clear idea of which level is right for you.

In preparation

See Salesforce Contact Center in action. In this hands-on masterclass, we’ll:

• A brief introduction to the partnership between MYCOM and Bucher+Suter 
• Spin up a contact center live
• Take you inside the architecture and key integrations
• Share what we’re learning from pilot projects
• Show Bucher + Suter-powered Microsoft Presence Sync 

Come see how it works, ask questions, and get into the technical details with us.

A contact center alone does not create a customer experience. Only when AI, the contact center, and downstream service processes work together seamlessly across channels a truly connected customer journey does emerge: intelligent, personalized, and efficient.

With Agentic AI, entirely new possibilities are opening up. AI can do more than answer customer inquiries. It can initiate processes, orchestrate workflows, and resolve requests across system boundaries. But how can organizations move from isolated technologies to a holistic, AI-powered customer experience without relinquishing control over their data, systems, and processes?

In this masterclass, we will share practical insights from real projects, demonstrating how organizations can work with Telekom to build an end-to-end and digitally sovereign customer experience. The focus will be on the successful integration of AI, contact center, and service processes; secure and sovereign operations; and the critical success factors for effective implementation in practice.

In this masterclass, we leave theoretical slides behind and dive straight into the software. Experience a seamless end-to-end process: from the initial sales contact to the successful delivery and invoicing of the service. Anthony Schulz will demonstrate live in Odoo how integrated workflows work in practice and where the real efficiency gains lie for mid-sized businesses.

Most AI in customer service disappoints for the same reason: it is given too much freedom. A bigger model won't fix that. Enforced rules will. Pierce Buckley, CEO of babelforce, shows how service teams describe a process once and turn it into an AI agent that cannot skip a step, with every change under their control. He explains why the same principle now lets companies hand AI responsibility for real customer outcomes, not just conversations. Practical, grounded in our work with service teams, and free of hype.

Everyone talks about AI. We show it. Using the concrete example of our customer Rabot Energy, we show how the company achieved this within a year: automatically resolving every second service request via email using AI agents. We talk openly about what it took to get there: which prerequisites must be in place for an AI agent to handle email requests reliably and autonomously, and where the limit of that 50% lies and why that’s not a coincidence, but a deliberate decision. But we also show what companies with a more complex, historically grown IT landscape are doing to still benefit from AI agents in customer service: pragmatic and with practice-relevant examples.

Customer service is only as strong as the operation behind it. Customer requests arrive by phone, email, portal, chatbot, or Voice AI—but customer service does not stop when the conversation ends. It continues until the request has become a structured work order, a realistic appointment, a well-prepared technician visit, and a successfully completed job. 

This session demonstrates how AI-supported service workflows transform incoming information into clear operational action with fewer manual handovers. The presentation follows the complete service lifecycle—from work order creation and validation through automated scheduling, technician assignment, and on-site guidance to customer communication, documentation, reporting, and monitoring. 

Attendees will see how connected workflows can give technicians clearer information, enable dispatchers to focus on exceptions, and keep customers updated throughout the service process.