Winter Special rate ends in 10 days
 - Get your ticket now before prices go up!
4th & 5th November 2026 in Düsseldorf
Become an exhibitor Register now! Only 260 days
4th & 5th November 2026 in Düsseldorf Contact: info@servicesummit.de or +49 (40) 999 993 860

Service Summit Day One

Service Summit Day One

The program of the first day of the Service Summit on 4th November 2026.

program of the first day
PDF Download

Service Summit Day Two

Service Summit Day Two

The program of the second day of the Service Summit on 5th November 2026.

program of the second day
PDF Download


4th November Service Summit Day One 5th November Service Summit Day Two

4th Nov 2026 Service Summit Day One

PDF
  1. SERVICE SUMMIT MAIN STAGE
  1. ZUGSPITZE Masterclasses
  1. MATTERHORN Masterclasses
  1. MONT BLANC Masterclasses
  1. SALES SUMMIT MAIN STAGE
  1. 08:30
     

    08:30 Welcome!

    Our doors open at 08:30 - so you can start networking at the first coffee and secure the best seat

  1. 09:15
     

    A welcome from the Service & Sales Summit team

    Opening  of the event with a warm welcome from the organizers.

    Dorina Mielke Dorina Mielke Trailblazer Summits Katharina Parade Katharina Parade Trailblazer Summits
  2. 09:30
    Keynote

    Keynote

    In preparation

  3. 10:00
     

    Coffee break

    Enjoy coffee and breakfast and make new contacts with the visitors and exhibitors of the Service & Sales Summit.

  4. 10:30
    Keynote

    Keynote

    In preperation

  5. 11:00
    Panel discussion

    The Tool Jungle in Customer Service – What Really Works?

    How modern service teams design their tool landscape efficiently – from CRM and ticketing systems to collaboration platforms – to break down silos and sustainably boost productivity.

    Stephanie Baer Stephanie Baer CEWE Stephan Mugele Stephan Mugele SCHUFA Holding Matthias Melzer Matthias Melzer JK Group Andrej Bederman Andrej Bederman ALH Gruppe

    Presentation:

    Anika Tannebaum Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
  6. 11:45
    Panel discussion

    Diversity in Customer Service – How Diverse Teams Make the Difference

    How do different perspectives and backgrounds in service teams strengthen empathy and customer satisfaction?
    Which leadership approaches help embed diversity sustainably in team culture, collaboration, and performance?

    Claudia Bose Claudia Bose Delme-Werkstätte Sabine Thür-Jung Sabine Thür-Jung Clariant

    Presentation:

    Adeline Gogosanu Adeline Gogosanu BusinessPerlen - Community für Working Women
  1. Keynote Service

    10:00 Masterclass

    In preparation

    René Jacobi René Jacobi Diabolocom
  2. Keynote Service

    11:30 Masterclass

    In preparation

  3. Keynote Service

    12:00 Masterclass

    In preparation

  1. Keynote Service

    11:00 Masterclass

    In preparation 

  2. Keynote Service

    12:00 Masterclass

    In preparation

  1. Keynote Sales

    10:45 Masterclass

    In preparation

  2. Keynote Service

    11:30 Masterclass

    In preparation 

  3. Keynote Sales

    12:00 Masterclass

    In preparation

  1.  

    09:30 Opening

    Opening of the event with a warm welcome by the moderator.

  2. Keynote

    09:45 Keynote

    In preperation

  3.  

    10:15 Coffee break

    Enjoy coffee and breakfast and establish new contacts with the attendees and exhibitors of the Service & Sales Summit. 

  4. Panel discussion

    10:45 Sales in Transition: Current Challenges and Opportunities for Sales Leaders

    How sales leaders respond to market shifts, technological developments, and changing customer expectations – and which strategies are currently making the difference.

    Uwe Mohr Uwe Mohr AIDA Cruises Kristof Heitmann Kristof Heitmann Apleona Michael Möhrer Michael Möhrer Schäferbarthold Dieter Reitz Dieter Reitz igus

    Presentation:

    Olimpia Hordynski Olimpia Hordynski Women in Sales Network
  5. Panel discussion

    11:30 Women in Leadership in Sales

    What structural, cultural, and personal challenges do women in sales leadership face today? This session explores how companies can attract, support, and retain more women in sales and leadership roles in a targeted and sustainable way.

  1. 12:30
     

    12:30 Lunch break

    Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.

  1. 14:00
    Keynote

    Service Summit Startup Awards - Part 1

    You will see innovative startups presenting their clever new solutions in the service business. The best three will receive a Service Summit Startup Award – you decide!

    Galina Naydenova Galina Naydenova ProSource International
  2. 15:00
    Keynote

    Keynote

    Sascha Römer Sascha Römer VAHLE Group
  3. 15:30
    Panel discussion

    Global Customer Service: Success Strategies in the International Environment

    What defines global customer service, and how does it differ around the world? What adjustments are necessary to provide a consistent and outstanding customer experience globally?

  4. 16:15
     

    Coffee break

    Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.

  5. 16:45
    Panel discussion

    Proactive Service Through AI & Analytics

    How companies use data, machine learning, and predictive analytics to anticipate customer needs and resolve issues before they arise.

    Saramena Meier-Sauthoff Saramena Meier-Sauthoff enercity Andreas Hochfeld Andreas Hochfeld Eppendorf SE Paul van Doorne Paul van Doorne Commerz Direktservice

    Presentation:

    Madeleine Friedrich Madeleine Friedrich mkk - meine krankenkasse
  6. 17:30
    Keynote

    Speaker Awards Prizegiving

    The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1. Keynote Service

    14:30 Masterclass

    In preparation

  2. Keynote Sales

    15:00 Masterclass

    In preparation

  3.  

    15:30 Coffee break

    Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.

  4. Keynote Service

    16:15 Masterclass

    In preparation

  5. Keynote Service

    17:30 Masterclass

    In preparation

  6.  

    17:45 Speaker Award Prizegiving

    The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1. Keynote Service

    13:45 Masterclass

    In preparation

  2. Keynote Service

    14:00 Masterclass

    In preparation

  3. Keynote Service

    14:15 Masterclass

    in preparation 

  4. Keynote Service

    14:45 Masterclass

    In preparation

  5.  

    15:30 Coffee break

    Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.

  6. Keynote Service

    16:00 Masterclass

    In preparation

  7. Keynote Service

    16:15 Masterclass

    In preparation

  8. Keynote Service

    16:30 Masterclass

    In preparation

  9. Keynote Service

    17:00 Masterclass

    In preparation

  10.  

    17:30 Speaker Awards Prizegiving

    The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1.  

    17:00 Speaker Awards Prizegiving

    The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1. Keynote

    13:45 Sales Summit Startup Awards - Part 1

    Here you will get to know innovative startups that present their smart and new solutions for digital innovations in sales. The best three will receive a Sales Summit Startup Award - you vote!

  2. Keynote

    14:45 In medical sales, mistakes don’t cost deals – they cost lives. What this means for trust, leadership, and responsibility in sales.

    This keynote reveals why sales in medical technology is fundamentally different. When decisions can affect human lives, trust becomes the most critical currency — trust in the brand, in customer relationships, and in the people who sell. And this is where leadership begins: as the true source of trust, mindset, and responsibility.

    Robert Brummer Robert Brummer A.M.I. Deutschland GmbH
  3. Panel discussion

    15:15 Hybrid & Remote Sales: New Formats, Challenges, and Opportunities

    How sales is evolving toward remote and hybrid working, which communication and collaboration models have proven effective, and how sales teams can stay closely connected in the long term.

    Markus Meiler Markus Meiler Dennemeyer Andreas Klassa Andreas Klassa PŸUR | Tele Columbus Daniel Tolksdorf Daniel Tolksdorf Telefónica Germany

    Presentation:

    Gabriele Baierlein Gabriele Baierlein impulspunkt - Structure. Sales. Scale.
  4.  

    16:00 Coffee break

    Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.

  5. Panel discussion

    16:30 Sales Under Pressure – How Mental Health and Resilience Safeguard Performance

    Why pressure in sales is increasing, how psychological strain impacts performance, and which strategies teams and leaders can use to ensure sustainable well-being and long-term success.

    Presentation:

    Gianna Di Lorenzo Gianna Di Lorenzo EKON Studio
  6. Keynote

    17:15 Boomer vs. Zoomer - Sales next Generations?

    Thorsten Harmening Thorsten Harmening FASSI Deutschland
  7.  

    17:45 Speaker Award Prizegiving

    The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1. 18:00
     

    18:00 Service & Sales Summit AFTERSHOW LOUNGE

    Networking, drinks & music for all participants

  1. 23:00
     

    23:00 End of today's event

4th November Service Summit Day One 5th November Service Summit Day Two

4th November 2026 Service Summit Day One

PDF Download
08:30

Welcome!

Our doors open at 08:30 - so you can start networking at the first coffee and secure the best seat
09:15 SERVICE SUMMIT MAIN STAGE:

A welcome from the Service & Sales Summit team

Opening  of the event with a warm welcome from the organizers.

Dorina Mielke Dorina Mielke Trailblazer Summits Katharina Parade Katharina Parade Trailblazer Summits
09:30 SERVICE SUMMIT MAIN STAGE:
Keynote

Keynote

In preparation
09:30 SALES SUMMIT MAIN STAGE:

Opening

Opening of the event with a warm welcome by the moderator.
09:45 SALES SUMMIT MAIN STAGE:
Keynote

Keynote

In preperation
10:00 SERVICE SUMMIT MAIN STAGE:

Coffee break

Enjoy coffee and breakfast and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
10:00 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation

René Jacobi René Jacobi Diabolocom
10:15 SALES SUMMIT MAIN STAGE:

Coffee break

Enjoy coffee and breakfast and establish new contacts with the attendees and exhibitors of the Service & Sales Summit. 
10:30 SERVICE SUMMIT MAIN STAGE:
Keynote

Keynote

In preperation
10:45 MONT BLANC MASTERCLASSES:
Keynote Sales

Masterclass

In preparation
10:45 SALES SUMMIT MAIN STAGE:
Panel discussion

Sales in Transition: Current Challenges and Opportunities for Sales Leaders

How sales leaders respond to market shifts, technological developments, and changing customer expectations – and which strategies are currently making the difference.

Uwe Mohr Uwe Mohr AIDA Cruises Kristof Heitmann Kristof Heitmann Apleona Michael Möhrer Michael Möhrer Schäferbarthold Dieter Reitz Dieter Reitz igus

Presentation:

Olimpia Hordynski Olimpia Hordynski Women in Sales Network
11:00 SERVICE SUMMIT MAIN STAGE:
Panel discussion

The Tool Jungle in Customer Service – What Really Works?

How modern service teams design their tool landscape efficiently – from CRM and ticketing systems to collaboration platforms – to break down silos and sustainably boost productivity.

Stephanie Baer Stephanie Baer CEWE Stephan Mugele Stephan Mugele SCHUFA Holding Matthias Melzer Matthias Melzer JK Group Andrej Bederman Andrej Bederman ALH Gruppe

Presentation:

Anika Tannebaum Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
11:00 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation 
11:30 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation
11:30 MONT BLANC MASTERCLASSES:
Keynote Service

Masterclass

In preparation 
11:30 SALES SUMMIT MAIN STAGE:
Panel discussion

Women in Leadership in Sales

What structural, cultural, and personal challenges do women in sales leadership face today? This session explores how companies can attract, support, and retain more women in sales and leadership roles in a targeted and sustainable way.
11:45 SERVICE SUMMIT MAIN STAGE:
Panel discussion

Diversity in Customer Service – How Diverse Teams Make the Difference

How do different perspectives and backgrounds in service teams strengthen empathy and customer satisfaction?
Which leadership approaches help embed diversity sustainably in team culture, collaboration, and performance?

Claudia Bose Claudia Bose Delme-Werkstätte Sabine Thür-Jung Sabine Thür-Jung Clariant

Presentation:

Adeline Gogosanu Adeline Gogosanu BusinessPerlen - Community für Working Women
12:00 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation
12:00 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
12:00 MONT BLANC MASTERCLASSES:
Keynote Sales

Masterclass

In preparation
12:30

Lunch break

Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.
13:45 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
13:45 SALES SUMMIT MAIN STAGE:
Keynote

Sales Summit Startup Awards - Part 1

Here you will get to know innovative startups that present their smart and new solutions for digital innovations in sales. The best three will receive a Sales Summit Startup Award - you vote!
14:00 SERVICE SUMMIT MAIN STAGE:
Keynote

Service Summit Startup Awards - Part 1

You will see innovative startups presenting their clever new solutions in the service business. The best three will receive a Service Summit Startup Award – you decide!

Galina Naydenova Galina Naydenova ProSource International
14:00 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
14:15 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

in preparation 
14:30 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation
14:45 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
14:45 SALES SUMMIT MAIN STAGE:
Keynote

In medical sales, mistakes don’t cost deals – they cost lives. What this means for trust, leadership, and responsibility in sales.

This keynote reveals why sales in medical technology is fundamentally different. When decisions can affect human lives, trust becomes the most critical currency — trust in the brand, in customer relationships, and in the people who sell. And this is where leadership begins: as the true source of trust, mindset, and responsibility.

Robert Brummer Robert Brummer A.M.I. Deutschland GmbH
15:00 SERVICE SUMMIT MAIN STAGE:
Keynote

Keynote

Sascha Römer Sascha Römer VAHLE Group
15:00 ZUGSPITZE MASTERCLASSES:
Keynote Sales

Masterclass

In preparation
15:15 SALES SUMMIT MAIN STAGE:
Panel discussion

Hybrid & Remote Sales: New Formats, Challenges, and Opportunities

How sales is evolving toward remote and hybrid working, which communication and collaboration models have proven effective, and how sales teams can stay closely connected in the long term.

Markus Meiler Markus Meiler Dennemeyer Andreas Klassa Andreas Klassa PŸUR | Tele Columbus Daniel Tolksdorf Daniel Tolksdorf Telefónica Germany

Presentation:

Gabriele Baierlein Gabriele Baierlein impulspunkt - Structure. Sales. Scale.
15:30 SERVICE SUMMIT MAIN STAGE:
Panel discussion

Global Customer Service: Success Strategies in the International Environment

What defines global customer service, and how does it differ around the world? What adjustments are necessary to provide a consistent and outstanding customer experience globally?
15:30 ZUGSPITZE MASTERCLASSES:

Coffee break

Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
15:30 MATTERHORN MASTERCLASSES:

Coffee break

Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
16:00 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
16:00 SALES SUMMIT MAIN STAGE:

Coffee break

Enjoy some coffee and cake and establish new contacts with the attendees and exhibitors of the Service & Sales Summit.
16:15 SERVICE SUMMIT MAIN STAGE:

Coffee break

Enjoy coffee and cake and make new contacts with the visitors and exhibitors of the Service & Sales Summit.
16:15 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation
16:15 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
16:30 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
16:30 SALES SUMMIT MAIN STAGE:
Panel discussion

Sales Under Pressure – How Mental Health and Resilience Safeguard Performance

Why pressure in sales is increasing, how psychological strain impacts performance, and which strategies teams and leaders can use to ensure sustainable well-being and long-term success.

Presentation:

Gianna Di Lorenzo Gianna Di Lorenzo EKON Studio
16:45 SERVICE SUMMIT MAIN STAGE:
Panel discussion

Proactive Service Through AI & Analytics

How companies use data, machine learning, and predictive analytics to anticipate customer needs and resolve issues before they arise.

Saramena Meier-Sauthoff Saramena Meier-Sauthoff enercity Andreas Hochfeld Andreas Hochfeld Eppendorf SE Paul van Doorne Paul van Doorne Commerz Direktservice

Presentation:

Madeleine Friedrich Madeleine Friedrich mkk - meine krankenkasse
17:00 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
17:00 MONT BLANC MASTERCLASSES:

Speaker Awards Prizegiving

The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
17:15 SALES SUMMIT MAIN STAGE:
Keynote

Boomer vs. Zoomer - Sales next Generations?

Thorsten Harmening Thorsten Harmening FASSI Deutschland
17:30 SERVICE SUMMIT MAIN STAGE:
Keynote

Speaker Awards Prizegiving

The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
17:30 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation
17:30 MATTERHORN MASTERCLASSES:

Speaker Awards Prizegiving

The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
17:45 ZUGSPITZE MASTERCLASSES:

Speaker Award Prizegiving

The top three speakers from our Masterclasses will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
17:45 SALES SUMMIT MAIN STAGE:

Speaker Award Prizegiving

The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
18:00

Service & Sales Summit AFTERSHOW LOUNGE

Networking, drinks & music for all participants
23:00

End of today's event

4th November Service Summit Day One 5th November Service Summit Day Two

5th Nov 2026 Service Summit Day Two

PDF
  1. SERVICE SUMMIT MAIN STAGE
  1. ZUGSPITZE Masterclasses
  1. MATTERHORN Masterclasses
  1. MONT BLANC Masterclasses
  1. SALES SUMMIT MAIN STAGE
  1. 09:15
     

    09:15 Welcome!

    Our doors open at 09:15 - so you can start networking at the first coffee and secure the best seat

  1. 09:45
     

    Opening

    Opening of the event with a warm welcome by the moderator.

  2. 10:00
    Keynote

    Rosa Fernandez-Poser Rosa Fernandez-Poser toom Baumarkt
  3. 10:30
    Panel discussion

    From a Small Team to a Scalable Service Organization – Success Strategies & Getting Started with AI in Customer Service

    Many service organizations recognize the potential of automation and AI - yet taking the first step often raises questions. In this panel discussion, the speakers share how they implemented initial automation initiatives in customer service, which use cases are best suited for getting started, and the key learnings they gained on their journey toward scalable service operations.

    Presentation:

    Sylwia Bischof Sylwia Bischof Zattoo
  4. 11:15
    Panel discussion

    Emotional Boundaries in Customer Service

    A discussion on how service teams can remain empathetic and solution-oriented in challenging customer situations without compromising their own mental health. The session explores practical methods for handling emotional strain in daily work and how leaders can actively support their teams.

    Julia Kruft Julia Kruft Debeka

    Presentation:

    Anika Tannebaum Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
  1. Keynote Service

    10:30 Masterclass

    In preparation

  2. Keynote Service

    11:00 Masterclass

    In preparation

  1. Keynote Service

    11:30 Masterclass

    In preparation

  2. Keynote Service

    11:45 Masterclass

    In preparation

  3. Keynote Service

    12:00 Masterclass

    In preparation

  1.  

    09:45 Opening

    Opening of the event and welcome by the moderator.

  2. Keynote

    10:00 Safety as a Mission – From Physical to Digital World

    Safety as a Mission – From Physical to Digital World shows how safety is being redefined through the transition from physical products to scalable SaaS solutions and why data-driven platforms are becoming the key to growth and customer value.

    Frank Mager Frank Mager Humanetics Digital Europe
  3. Keynote

    10:30 Keynote

    In preperation

  4. Panel discussion

    11:00 Sales Technologies & Sales Tools – From CRM and AI to Social Selling

    Which digital tools and technologies help sales teams work more efficiently, automate processes, and engage customers in a more targeted way today?

    Ole Blohm Ole Blohm GLOBAL GRUPPE Michael tom Dieck Michael tom Dieck tesa Oliver Jahnke Oliver Jahnke secunet Security Networks Andre Hoffmann Andre Hoffmann RS Components

    Presentation:

    Margit Weiss Margit Weiss CAFA BNA
  5. Panel discussion

    11:45 International Panel

  1. 12:00
     

    12:00 Lunch break

    Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.

  1. 13:15
    Keynote

    Next exit to the future

    In no phase of history has there been a comparable surge in innovation as in our time. As a result of the new technical possibilities, the world is growing together into a networked global system of great heterogeneity. Opportunities and risks are closely intertwined. Dealing with the new in society has become a major challenge. At this high pace of innovation, citizens are looking for ways to understand the new and to recognize the social and technical processes in context. In dealing with the new, we are currently experiencing the transition from a “considerate” to a “cautious” society.

    I will use many examples to illustrate our changed approach to the new and show ways of creating a culture of change.

    Ranga Yogeshwar Ranga Yogeshwar  
  2. 14:00
    Keynote

    Service Summit Startup Awards Part 2 + Award ceremony

    You will see innovative startups presenting their clever new solutions in the service business. The best three will receive a Service Summit Startup Award – you decide!

  3. 15:00
    Panel discussion

    Voice AI & Conversational Interfaces – Human or Machine on the Phone? How Much AI Are Customers Willing to Accept?

    This session explores the opportunities voicebots, speech assistants, and AI-powered conversational systems offer for service quality and efficiency – and where customers still clearly prefer personal, human interaction.

    Jörg Schwarz Jörg Schwarz KPMG Katja Schlootz Katja Schlootz Deutsche Glasfaser Maik Hoppe Maik Hoppe TECE Matthias Ledig Matthias Ledig Bosch

    Presentation:

    Madeleine Friedrich Madeleine Friedrich mkk - meine krankenkasse
  4. 15:45
    Keynote

    Keynote

    In preperation

    Marie Pyko Marie Pyko Pixum
  5. 16:15
     

    Speaker Awards Prizegiving

    The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1.  

    14:00 Masterclass Award Prizegiving

    The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1.  

    14:00 Masterclass Awards Prizegiving

    The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1.  

    14:00 Masterclass Awards Prizegiving

    The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1. Keynote

    14:00 Sales Summit Startup Awards Part 2 + Award ceremony

    Here you will get to know innovative startups that present their smart and new solutions for digital innovations in sales. The best three will receive a Sales Summit Startup Award - you vote!

  2. Keynote

    14:45 Keynote

    In preperation

  3. Panel discussion

    15:15 War for Talent

    Sales teams aim to grow strongly in 2026 and compete for the best sales professionals in a highly competitive talent market. This session explores which approaches truly make a difference – from employer branding and tools to external partners – and what it takes to successfully attract and retain talent in today’s market.

  4.  

    16:00 Speaker Award Prizegiving

    The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.

  1. 16:30
     

    16:30 Networking & Drinks for all participants

  1. 18:00

    18:00 End of Service & Sales Summit 2025

4th November Service Summit Day One 5th November Service Summit Day Two

5th November 2026 Service Summit Day Two

PDF Download
09:15

Welcome!

Our doors open at 09:15 - so you can start networking at the first coffee and secure the best seat
09:45 SERVICE SUMMIT MAIN STAGE:

Opening

Opening of the event with a warm welcome by the moderator.
09:45 SALES SUMMIT MAIN STAGE:

Opening

Opening of the event and welcome by the moderator.
10:00 SERVICE SUMMIT MAIN STAGE:
Keynote

Rosa Fernandez-Poser Rosa Fernandez-Poser toom Baumarkt
10:00 SALES SUMMIT MAIN STAGE:
Keynote

Safety as a Mission – From Physical to Digital World

Safety as a Mission – From Physical to Digital World shows how safety is being redefined through the transition from physical products to scalable SaaS solutions and why data-driven platforms are becoming the key to growth and customer value.

Frank Mager Frank Mager Humanetics Digital Europe
10:30 SERVICE SUMMIT MAIN STAGE:
Panel discussion

From a Small Team to a Scalable Service Organization – Success Strategies & Getting Started with AI in Customer Service

Many service organizations recognize the potential of automation and AI - yet taking the first step often raises questions. In this panel discussion, the speakers share how they implemented initial automation initiatives in customer service, which use cases are best suited for getting started, and the key learnings they gained on their journey toward scalable service operations.

Presentation:

Sylwia Bischof Sylwia Bischof Zattoo
10:30 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation
10:30 SALES SUMMIT MAIN STAGE:
Keynote

Keynote

In preperation
11:00 ZUGSPITZE MASTERCLASSES:
Keynote Service

Masterclass

In preparation
11:00 SALES SUMMIT MAIN STAGE:
Panel discussion

Sales Technologies & Sales Tools – From CRM and AI to Social Selling

Which digital tools and technologies help sales teams work more efficiently, automate processes, and engage customers in a more targeted way today?

Ole Blohm Ole Blohm GLOBAL GRUPPE Michael tom Dieck Michael tom Dieck tesa Oliver Jahnke Oliver Jahnke secunet Security Networks Andre Hoffmann Andre Hoffmann RS Components

Presentation:

Margit Weiss Margit Weiss CAFA BNA
11:15 SERVICE SUMMIT MAIN STAGE:
Panel discussion

Emotional Boundaries in Customer Service

A discussion on how service teams can remain empathetic and solution-oriented in challenging customer situations without compromising their own mental health. The session explores practical methods for handling emotional strain in daily work and how leaders can actively support their teams.

Julia Kruft Julia Kruft Debeka

Presentation:

Anika Tannebaum Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting
11:30 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
11:45 MATTERHORN MASTERCLASSES:
Keynote Service

Masterclass

In preparation
11:45 SALES SUMMIT MAIN STAGE:
Panel discussion

International Panel

12:00

Lunch break

Enjoy the food while making new contacts with visitors and exhibitors at the Service & Sales Summit.
13:15 SERVICE SUMMIT MAIN STAGE:
Keynote

Next exit to the future

In no phase of history has there been a comparable surge in innovation as in our time. As a result of the new technical possibilities, the world is growing together into a networked global system of great heterogeneity. Opportunities and risks are closely intertwined. Dealing with the new in society has become a major challenge. At this high pace of innovation, citizens are looking for ways to understand the new and to recognize the social and technical processes in context. In dealing with the new, we are currently experiencing the transition from a “considerate” to a “cautious” society.

I will use many examples to illustrate our changed approach to the new and show ways of creating a culture of change.

Ranga Yogeshwar Ranga Yogeshwar  
14:00 SERVICE SUMMIT MAIN STAGE:
Keynote

Service Summit Startup Awards Part 2 + Award ceremony

You will see innovative startups presenting their clever new solutions in the service business. The best three will receive a Service Summit Startup Award – you decide!
14:00 ZUGSPITZE MASTERCLASSES:

Masterclass Award Prizegiving

The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
14:00 MATTERHORN MASTERCLASSES:

Masterclass Awards Prizegiving

The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
14:00 MONT BLANC MASTERCLASSES:

Masterclass Awards Prizegiving

The three best speakers on each stage will be honoured. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
14:00 SALES SUMMIT MAIN STAGE:
Keynote

Sales Summit Startup Awards Part 2 + Award ceremony

Here you will get to know innovative startups that present their smart and new solutions for digital innovations in sales. The best three will receive a Sales Summit Startup Award - you vote!
14:45 SALES SUMMIT MAIN STAGE:
Keynote

Keynote

In preperation
15:00 SERVICE SUMMIT MAIN STAGE:
Panel discussion

Voice AI & Conversational Interfaces – Human or Machine on the Phone? How Much AI Are Customers Willing to Accept?

This session explores the opportunities voicebots, speech assistants, and AI-powered conversational systems offer for service quality and efficiency – and where customers still clearly prefer personal, human interaction.

Jörg Schwarz Jörg Schwarz KPMG Katja Schlootz Katja Schlootz Deutsche Glasfaser Maik Hoppe Maik Hoppe TECE Matthias Ledig Matthias Ledig Bosch

Presentation:

Madeleine Friedrich Madeleine Friedrich mkk - meine krankenkasse
15:15 SALES SUMMIT MAIN STAGE:
Panel discussion

War for Talent

Sales teams aim to grow strongly in 2026 and compete for the best sales professionals in a highly competitive talent market. This session explores which approaches truly make a difference – from employer branding and tools to external partners – and what it takes to successfully attract and retain talent in today’s market.
15:45 SERVICE SUMMIT MAIN STAGE:
Keynote

Keynote

In preperation

Marie Pyko Marie Pyko Pixum
16:00 SALES SUMMIT MAIN STAGE:

Speaker Award Prizegiving

The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
16:15 SERVICE SUMMIT MAIN STAGE:

Speaker Awards Prizegiving

The top three speakers on each stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
16:30

Networking & Drinks for all participants



Contact
About us
Imprint
Privacy policy
Customer Service Expo Germany
Customer Service Conference Germany
Customer Service Trade Show Germany
Download
App
Presse

Accessibility Statement

Part of the Trailblazer Summits GroupModern B2B events connecting industry leaders and innovators
Accounting expo Construction expo Controlling expo Cybersecurity expo Finance expo Logistics expo Mobile Robotics expo Procurement expo Proptech expo Sales expo Sustainability expo
❌

Give us your email address and receive a 50 EUR voucher for your ticket immediately!

By clicking on "Register" you agree that we send you news about our event to this e-mail address. For more information, please see our privacy policy. The 50 EUR voucher for your ticket is non-transferable. You can redeem the voucher for your ticket to the Service Summit from the time we send it to you by e-mail until 03.11.2026. After this period, the voucher will lose its validity if not redeemed.