Agenda Highlights 2023

What (new) expectations do German consumers have in terms of service? And what about the new communication channels? What is more important, good reachability or good advice? Which aspects of customer service influence customer satisfaction the most? What are typical "no-go's" when dealing with customers? What do consumers expect from the quality of answers or the empathy of customer advisors? You will get answers to these and other questions from Maturin Craplet, Managing Director of " Customer Service of the Year Germany", who will bring answers based on the Customer Service Barometer 2022 (a representative consumer study with over 1000 respondents). The presentation will not only focus on the findings of the study, but above all on a direct comparison with reality. With the help of the results of over 5,000 current mystery tests, the lecture will explain the extent to which companies meet the expectations of consumers: where are the biggest "pain points" in the German customer service landscape, what positive examples are there, in which (digital) channels are customer service managers more likely to meet these expectations and how? Which KPIs are most important and what do customer service managers need to implement in order to offer good service quality?

Each customer service request, whether it is via phone, mail, messenger or social media, should be responded to quickly and personally. With the help of artificial intelligence (AI), bots and automatized workflows, highly scaled customer support and personal service experiences for your customers are no longer a contradiction. In our masterclass, learn how you can o integrate telephone service into your customer support seamlessly to help customers effectively and to increase their satisfaction o provide an intuitive service console for quick problem solutions and higher productive employees o create a 24/7 accessible self-service portal for frequently asked questions o through an AI-based process, have frequently asked questions replied to from a bot, so your employees win more time for more complex cases

What can your availability cost today and what is the optimal service level? Learn how the new combination of software & consulting guarantees a significant cost reduction and at the same time improved key figures in just a few days using the example of concrete customer projects. The improvements will be calculated in the presentation.

One thing has been clear for a long time in both marketing and sales: If you want to win customers, you have to know what moves them. This also holds true for customer care: from the fulfillment status of the last order to the recently received newsletter. However, the reality is different for many companies. The data and thus the history of leads and customers are often not available in a central database: Order data is in the shop system, invoices or the fulfillment status in the ERP, master data, in a worst-case scenario, in a locally stored Excel spreadsheet. A quick search, while numerous customer inquiries are coming in or while an angry customer is waiting impatiently on the phone, is almost impossible. Therefore, employees in customer care urgently need a 360-degree view of their customers – ideally without having to switch between systems. The solution: A central CRM that shows all customer inquiries and at the same time integrates the data from different systems. With this foundation, the time on the phone can be used to delight the customer. Thus, original complaint management is turned into the generation of long-standing customers. Christian Hösbacher and Deniz Bergmann show what this looks like in theory and practice.

Schüco is one of the leading suppliers of high-quality window, door and façade systems. Employing 6,330 people worldwide and serving a global clientele. In this complex service scenario, Schüco creates successful end-to-end processes. How? Join our presentation and learn more about Schüco Global Services from Birger Schröder (Schüco) and Sybit:
• Schüco Global Services - an overview
• Requirements for outstanding customer service today
• System-based optimization of customer-centric service processes at Schüco - insights into the systems and their benefits
• Added value of end-to-end service processes from service requests to service technician deployment

Permanent service processes require smooth cooperation between internal and external service. This is because despite having many different participants, your customers expect maximum transparency and uncomplicated processes from processing complaints up to fixing processes. Learn in this masterclass, how you can o run service operations end to end: from the first request in the contact center over offers and assignments up to the execution on-site and invoicing o connect your external crew with your colleagues in the office to increase the efficiency drastically o increase the quality of interactions with customers before, during and after the operation o relieve your back office, optimize the workload of your service crew and be able to react quicker to necessary plan changes

Which market requirements have to be met from the customer's perspective, which technological trends are significant for this and what does the organization have to prepare for?

Your service is audible ! Right now ! Hand on heart: When was the last time you called your service line yourself ? Does everything you hear there still correspond to your own claim of your service identity? ...and even more important: Does the listening experience fulfill the expectations your customers have ? In this impulse lecture, Sebastian Hanfland from Hanfland und Freunde GmbH in Cologne will make you listen with the ears of your customers. He will show you how you can increase customer satisfaction in your voice-based customer service without budget intensive technology. You will get valuable impulses to develop your customer service into a listening experience and thus, "by the way", improve your service KPIs. Based on sounding examples, innovative projects and (unfortunately) also real failures, Sebastians provides answers to to the questions: How does "listening" actually work in service ? Acoustic service identity - what exactly is it ? How to shorten waiting times "the audible way" ? How can the listening experience reduce "dropouts" and "re-callers"? Quick wins: acoustic benefits for your service touchpoints !

The presentation will provide insights from the view of PΫUR, a leading Glas Fibre Operator in Germany, on how …
• we at PΫUR run our CEX program
• we listen to our customer demands
• we put the client into the middle of our activities
• we transform successfully our organization (to a more customer-oriented one)
• we understand the key success criteria for a successful CEX program
• we see the impact on NPS as well as the impact from NPS on financial KPIs (such as churn, revenues and costs)