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.

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.

Discover how monday CRM moves beyond traditional systems to drive real business impact through AI-powered automation and intuitive design. Then, gain firsthand insights from Ranger as they share practical learnings and key takeaways from their successful CRM transformation journey.

In our masterclass, we’ll show you what true end-to-end quality assurance really means today.

In this session, we’ll show you how to eliminate manual processes, connect systems, and let intelligent agents manage tasks autonomously — so your customer service team can focus on what truly matters. With Dynamics 365, a new form of cross-channel automation emerges: flexible, adaptive, and intuitive.

IVR is yesterday – smart voice assistants are today. But what truly makes them intelligent, and what do companies need to get right when implementing them?

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.

AI-Powered Experience Orchestration with Genesys Cloud

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.

In this fireside chat, Vera Joormann, Head of Voicebot Strategy at Volkswagen Financial Services, and Ben Ellermann, Managing Director at MUUUH!, provide practical insights into the successful scaling of voicebots at VWFS. They explain the organisational and technological success factors, show how sustainable enablement can be achieved in a corporate environment, and take a look into the future. In doing so, they highlight how GenAI-native approaches are changing the development, training and operation of voicebots.

The introduction of AI in customer service rarely fails because of the technology, it fails because of integration. Many companies invest in chatbots, voicebots, and GenAI models. But without access to systems, data, and clear processes, success remains elusive.

In this masterclass, Carolin Edler-Mende explains why the path to productive AI does not lie in new tools, but in clean architecture, data sovereignty, and clear responsibilities.

Using concrete examples from real projects, she shows how AI agents can be integrated securely, efficiently, and transparently and why governance, ownership, and European standards form the basis for trustworthy AI. A session on the future of AI in customer service - realistic, practical, and “Made in Germany.”

The best customer experience (CX) is not created by technology alone, but through the seamless integration of AI and human expertise. In this session, we demonstrate how intelligent systems enable sales teams to scale empathetic touchpoints effectively. Discover how AI strategically enhances human intuition, empowering every team member to become a CX expert. Experience how customer experiences can deliver value that is both operationally efficient and authentically emotionally resonant.

Service does not represent an achievement of the 21st century. What is currently regarded as self-evident has, however, undergone a remarkable evolution: From elaborate postal correspondence in the 19th century through the groundbreaking invention of the telephone to fully automated call center systems in the 1970s. 

Let us take a step back to truly understand the challenges in the age of AI. It will be demonstrated how technological innovations fundamentally transformed customer service, why personal contact retains its relevance despite advancing digitalization, and which insights can be derived from historical development for future strategies. From the first toll-free service hotlines through the Internet era to AI-powered support systems: Service has always functioned as an indicator of societal and technological change.

Who says automation has to be complicated? novomind proves the opposite – with AI Agents. They work quietly in the background, take repetitive standard tasks off your team’s hands, and ensure that inquiries are handled faster, more accurately, and more efficiently. That’s exactly why they are often underestimated – even though they are one of the biggest drivers of productivity and customer satisfaction. In this Masterclass, we’ll show you how to create your own AI Agents in just a few minutes and experience how an invisible helper can turn into a real game changer.

AI here, automation there – many customer service solutions sound like something from the future, yet feel out of reach for mid-sized businesses. René Jacobi (Diabolocom) dispels these myths and proves that modern customer communication and the mid-market are a perfect match.

Through real-world project examples, you’ll see how contact center technology can be fully deployed in just a few days – not weeks – complete with intelligent automation and clear KPIs.

At the core: feasibility, speed, and autonomy. This is a talk for anyone ready to rethink customer experience – with both feet firmly on the ground.

RCS Business Messaging opens up new possibilities for customer communication. Sophie Masurat from Ströer X and André Beyer from Deutsche Telekom present practical use cases, from personalised newsletters and automated interactions to bots, and explain how companies can make their communication more efficient. Learn how RCS supports the customer journey, targets customers and creates new ways for interaction and engagement.

How Statista is rethinking customer experiences with Aircall Technology is transforming the way companies interact with their customers today — faster, more personal, and more seamless than ever before. Together with our customer Statista, we will demonstrate in this session how modern communication solutions help teams improve customer experiences and achieve measurable results — without requiring additional resources or complex system changes. Learn firsthand how Statista and Aircall are redesigning everyday processes, increasing efficiency, and boosting both customer and employee satisfaction. Finally, we’ll take a look at current trends, key learnings, and concrete steps you can take to drive sustainable innovation within your own company.