15th and 16th November 2023 in Hamburg
Register now Only 343 days

23rd November 2022 Service Summit

  1. Main Stage
  1. Masterclasses
  1. 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

    Digitization of Customer Operations at Unilever - voucherless, automated and in real time

    An exemplary transformation in the automation and digitization of data processing, decision support and efficiency gains along Customer Operations for service-oriented and reliable customer logistics.
  3. 10:00
     

    Coffee break & stadium tour

    An especially popular place of interest in Hamburg that the majority of Hamburg's citizens are yet to see; discover the inner workings of the FC St. Pauli stadium.
  4. 10:30
    Presentation

    Does digitization also work in post-yellow? And where can I already see that today?

    For the long-established company Deutsche Post DHL Group, the digitization of products and services is a core element of its corporate strategy. This makes its mail and parcel services more user-friendly, its quality standards more transparent, and its shipment information directly accessible to customers.

    The experts reveal how Salesforce and DHL are working together to digitize the mail and parcel sector. Among other things, they show how the team
    * leverages existing data to improve the customer experience.
    * Enhances customer service with chatbot and self-service.
    * facilitates mail tracking with a matrix code.
    * intends to use technologies such as AI.
  5. 11:00
    Panel discussion

    Digitalization in customer service

    How can the new digital tools and services in customer service help achieve better results and become more efficient? A discussion with experts on the topic.
  6. 11:45
    Panel discussion

    Tiktok, Twitter & Whatsapp or the good old letter and telephone - which new communication channels does customer service need?

    Leading customer service managers and leaders discuss their experiences and strategies.
  1. 09:45
     

    Welcome

    Masterclasses opening and welcome
  2.  
  3. 10:00
    Presentation

    Expectations vs. reality check: Could german customer service meet the expectations of consumers in 2022 and if so, how?

    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?
  4. 10:30
    Presentation

    Coffee break

  5. 11:00
    Presentation

    Automatization and high customer satisfaction do not have to be contradicting

    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
  6. 11:30
    Presentation

    What should your availability cost today? Best key figures despite cost reduction in the service center

    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.
  7. 12:00
    Presentation

    How a 360-degree customer view perfects the customer experience and makes customer care efficient

    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.
  1. 12:30
     

    Lunch break

  1. 13:45
     

    Service Summit Startup Awards

    Here you can see innovative startups presenting their clever new solutions in customer service. The best three will receive a Service Summit Startup Award – you decide!
  2. 14:15
    Presentation

    Service is nothing without people

    The challenges of our customers move in the field of tension between planning, manufacturing and assembling, while at the same time new orders have to be acquired. We support them throughout the entire process chain because we give them much more than just a product. How can digitization help us shape the services of the future so that we can meet the high service requirements? And how do we put people at the center of this?
  3. 14:45
    Panel discussion

    Customer service leaders’ panel

    Customer service chiefs from leading companies discuss the current challenges in their respective industries.
  4. 15:30
     

    Coffee break & stadium tour

    An especially popular place of interest in Hamburg that the majority of Hamburg's citizens are yet to see; discover the inner workings of the FC St. Pauli stadium.
  5. 16:00
    Presentation

    Customer Service – Voicebots create a new user experience and customer proximity

    Technology, over the years, has not only consistently improved but also has frequently transformed the Customer Service domain. And gaining ground pretty rapidly is Conversational AI technology especially Voicebots – that has matured in the recent past to enable organizations to scale at speed. Join us as we showcase our practitioner’s approach with Transformation building blocks such as Voicebots and our AI & Automation tools – that enable us to deliver the next level of customer experience. During this talk, we would also provide insights & demo the ‘art-of-possible’ along with our key learnings as well as provide a glimpse into our Digital labs for our on-the-horizon developments.
  6. 16:30
    Panel discussion

    How is digitalisation changing the world of work in Customer service?

    What will customer service teams of the future look like? Do they still need fixed locations, and if so, where will they be?
  7. 17:15
    Presentation

    Customer service in change

    Our customer service team shapes our business customers’ experience on interaction and delivery reliability. Our goal is to build and sustain long-lasting relations. Recent changes in our environment – disrupted supply chains, fluctuations in demand, cost, and price increases - have imposed new challenges on us. As supply chains and processes grow less predictable, our business has become more dynamic by adjusting and adapting to change faster. As the center of interest in the past has been on customer service automation, we are now shifting focus to better understand the impact of these changes. Join me on the question, of how this has changed the demands on our business and more importantly our employees.
  8. 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. 13:30
    Presentation

    Service at Schüco: How customer service is increasingly becoming the face of the company

    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
  2. 14:00
    Presentation

    This is how you can always offer the best service, from the contact center as far as the external service

    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
  3. 14:30
    Presentation

    How AI brings more humanity to the contact centre

    Customer journeys and employee experience are too often just cold data that is mainly about speed and effectiveness. In the process, the humanity in our customer communication comes up short, and customers sense that. Today, we will solve the paradox of how machines and Artificial Intelligence can help us achieve more humanity.
  4. 15:00
    Presentation

    Coffee break

  5. 15:15
    Presentation

    What do your customers expect from your customer service?

    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?
  6. 15:45
    Presentation

    SOUND OF SERVICE - Customer satisfaction via the ears!

    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 !
  7. 16:15
    Presentation

    NPS as decisive pre-condition for service & product quality enhancements

    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)
  8. 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
     

    For all participants: Afterwork

  1. 23:00
     

    End of Service Summit 2022

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

Digitization of Customer Operations at Unilever - voucherless, automated and in real time

An exemplary transformation in the automation and digitization of data processing, decision support and efficiency gains along Customer Operations for service-oriented and reliable customer logistics.
09:45 MASTERCLASSES:

Welcome

Masterclasses opening and welcome
10:00 MAIN STAGE:

Coffee break & stadium tour

An especially popular place of interest in Hamburg that the majority of Hamburg's citizens are yet to see; discover the inner workings of the FC St. Pauli stadium.
10:00 MASTERCLASSES:
Presentation

Expectations vs. reality check: Could german customer service meet the expectations of consumers in 2022 and if so, how?

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?
10:30 MAIN STAGE:
Presentation

Does digitization also work in post-yellow? And where can I already see that today?

For the long-established company Deutsche Post DHL Group, the digitization of products and services is a core element of its corporate strategy. This makes its mail and parcel services more user-friendly, its quality standards more transparent, and its shipment information directly accessible to customers.

The experts reveal how Salesforce and DHL are working together to digitize the mail and parcel sector. Among other things, they show how the team
* leverages existing data to improve the customer experience.
* Enhances customer service with chatbot and self-service.
* facilitates mail tracking with a matrix code.
* intends to use technologies such as AI.
10:30 MASTERCLASSES:
Presentation

Coffee break

11:00 MAIN STAGE:
Panel discussion

Digitalization in customer service

How can the new digital tools and services in customer service help achieve better results and become more efficient? A discussion with experts on the topic.
11:00 MASTERCLASSES:
Presentation

Automatization and high customer satisfaction do not have to be contradicting

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
11:30 MASTERCLASSES:
Presentation

What should your availability cost today? Best key figures despite cost reduction in the service center

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.
11:45 MAIN STAGE:
Panel discussion

Tiktok, Twitter & Whatsapp or the good old letter and telephone - which new communication channels does customer service need?

Leading customer service managers and leaders discuss their experiences and strategies.
12:00 MASTERCLASSES:
Presentation

How a 360-degree customer view perfects the customer experience and makes customer care efficient

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.
12:30

Lunch break

13:30 MASTERCLASSES:
Presentation

Service at Schüco: How customer service is increasingly becoming the face of the company

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
13:45 MAIN STAGE:

Service Summit Startup Awards

Here you can see innovative startups presenting their clever new solutions in customer service. The best three will receive a Service Summit Startup Award – you decide!
14:00 MASTERCLASSES:
Presentation

This is how you can always offer the best service, from the contact center as far as the external service

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
14:15 MAIN STAGE:
Presentation

Service is nothing without people

The challenges of our customers move in the field of tension between planning, manufacturing and assembling, while at the same time new orders have to be acquired. We support them throughout the entire process chain because we give them much more than just a product. How can digitization help us shape the services of the future so that we can meet the high service requirements? And how do we put people at the center of this?
14:30 MASTERCLASSES:
Presentation

How AI brings more humanity to the contact centre

Customer journeys and employee experience are too often just cold data that is mainly about speed and effectiveness. In the process, the humanity in our customer communication comes up short, and customers sense that. Today, we will solve the paradox of how machines and Artificial Intelligence can help us achieve more humanity.
14:45 MAIN STAGE:
Panel discussion

Customer service leaders’ panel

Customer service chiefs from leading companies discuss the current challenges in their respective industries.
15:00 MASTERCLASSES:
Presentation

Coffee break

15:15 MASTERCLASSES:
Presentation

What do your customers expect from your customer service?

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?
15:30 MAIN STAGE:

Coffee break & stadium tour

An especially popular place of interest in Hamburg that the majority of Hamburg's citizens are yet to see; discover the inner workings of the FC St. Pauli stadium.
15:45 MASTERCLASSES:
Presentation

SOUND OF SERVICE - Customer satisfaction via the ears!

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 !
16:00 MAIN STAGE:
Presentation

Customer Service – Voicebots create a new user experience and customer proximity

Technology, over the years, has not only consistently improved but also has frequently transformed the Customer Service domain. And gaining ground pretty rapidly is Conversational AI technology especially Voicebots – that has matured in the recent past to enable organizations to scale at speed. Join us as we showcase our practitioner’s approach with Transformation building blocks such as Voicebots and our AI & Automation tools – that enable us to deliver the next level of customer experience. During this talk, we would also provide insights & demo the ‘art-of-possible’ along with our key learnings as well as provide a glimpse into our Digital labs for our on-the-horizon developments.
16:15 MASTERCLASSES:
Presentation

NPS as decisive pre-condition for service & product quality enhancements

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)
16:30 MAIN STAGE:
Panel discussion

How is digitalisation changing the world of work in Customer service?

What will customer service teams of the future look like? Do they still need fixed locations, and if so, where will they be?
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.
17:15 MAIN STAGE:
Presentation

Customer service in change

Our customer service team shapes our business customers’ experience on interaction and delivery reliability. Our goal is to build and sustain long-lasting relations. Recent changes in our environment – disrupted supply chains, fluctuations in demand, cost, and price increases - have imposed new challenges on us. As supply chains and processes grow less predictable, our business has become more dynamic by adjusting and adapting to change faster. As the center of interest in the past has been on customer service automation, we are now shifting focus to better understand the impact of these changes. Join me on the question, of how this has changed the demands on our business and more importantly our employees.
17:45 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.
18:00

For all participants: Afterwork

23:00

End of Service Summit 2022