The digital waiting loop uses behavioural science and offers alternatives to hanging up and redialling for the first time with the optimal IVR dialogue. Callers decide between appointment callbacks, virtual and voluntary waiting. The software (SaaS) thus reduces the costs for availability by up to 85% while improving key figures and measurably increasing customer and employee satisfaction. Only two days of integration. The software requires no IT interface and is compatible with any telephone system and ACD.

Staff shortages remain a key issue in the contact centre industry, whether it's finding or retaining new talent. But what do you do if you can't find a suitable candidate? In our presentation, we will take a close look at internal processes and show how you can increase the efficiency of your customer service with Diabolocom through innovative automation processes. These automations relieve your team of routine tasks, leaving them more time to focus on what really matters: people. Staff shortages don't have to be an obstacle - with the right measures and automation, you can make your customer service future-proof and more efficient.

In today's fast-paced world, where customer expectations are rising and leaders need to do more with less, excellent customer service means staying ahead of trends and adapting quickly. The Freshworks Customer Service Benchmark Report provides key insights into:

- The impact of generative AI on the customer experience
- Key KPIs to evaluate your customer service performance
- How conversational support creates delight
- The best channels for seamless support

If you'd like to see how your organisation compares to industry standards, we'd love to hear from you!

AI is having a significant impact on shaping the future of CX. In this masterclass, we discuss how this new technology will impact consumers and businesses. We'll also take a look at how AI can enhance the capabilities of agents, administrators, CX leaders and customers. 

In the field of service management, artificial intelligence is playing an increasingly important role in
optimising processes and increasing efficiency. AI-based solutions enable companies to better plan
their field service staff, deploy resources more effectively and improve the quality of the services
provided. In this presentation, we will discuss the benefits, challenges and future prospects of AI-
based technologies that can support companies in optimising deployment and route planning, for
example.

In close cooperation with botario, Europe's largest photo service provider CEWE has implemented intelligent bots to future-proof its customer service. The AI-supported chat and phone bots, including human handover, enable seamless integration into various systems such as the ordering software. With versatile plugins, including the uploading of images in the chat, they support numerous communication channels and multiple languages.

Imagine contacting a customer service centre - and experiencing the best of both worlds: the human touch and the efficiency of state-of-the-art technology. Answers are quick and precise, requests are dealt with personally and at lightning speed. The key? A symbiosis of humans and artificial intelligence that is invisible to the customer.
In this presentation, Philipp Meier zu Eissen, Sales Manager at VIER, will explain how AI-based assistance systems support people in customer service. Discover how intelligent automation takes over routine tasks while people concentrate on the essentials - personalised customer service. Let us show you how the invisible assistant interacts with the human factor to create the perfect customer experience and shape the future of customer service. Immerse yourself in the world in which man and machine achieve great things together!

Why are industry leaders investing in telephone customer service and using intelligent callbacks when, in the age of the internet, orders are placed online and self-service is the gold standard? Why does BigTech use intelligent call-backs in service? How does customer service create a positive business case for sales? Find out how successful companies are turning their customer service into a true profit centre.

Enterprises striving to scale AI face fragmented initiatives, security risks, and inconsistent standards. As Customer Service leaders, you are ahead of the curve and likely on a journey towards scaling your workforce and value creation with Generative AI already. But what's next? How can we move from experimentation to scale across the organisation? In this workshop, we'll walk through the steps you can (and need to) take to optimise and scale CX today while keeping an eye on standardised processes, security & guardrails for your entire business.

Attendees will discover how pre-built components and flexible frameworks enable rapid prototyping and faster time-to-market, transforming AI from a scattered initiative into a scalable, cohesive strategy for enterprise-wide innovation.

Conversational AI in the form of phone and chatbots is increasingly becoming an integral part of modern customer service strategies. The full and partial automation of customer enquiries using artificial intelligence offers considerable efficiency gains and helps to increase customer satisfaction, while at the same time reducing the workload on service staff and improving the quality of customer service. In this panel, Saramena Meier-Sauthoff (enercity) and Matthias Quirmbach (OBI), together with panel moderator Ben Ellermann (MUUUH!), will provide practical insights into the successful use of conversational AI in the retail and energy sectors. Find out which processes offer the greatest potential for automation, which industry-specific challenges need to be considered during implementation and how data-driven optimisations ensure the long-term success of Conversational AI projects.

Customer orientation - a term that companies like to use! But it often remains just fine words. Why is that? Because it's not enough to just listen to the end customer and note down their wishes. It's about looking deeper: What is happening in the market? How can these insights be implemented economically? In this masterclass, you will get to know a perspective in which customer orientation is only the beginning and the result of many small, targeted steps. Find out how you can move from declarations of intent to action and realise the full potential of your customer relationships!

At a time when the shortage of skilled labour is putting companies under increasing pressure, the complexity of IT and OT is growing and downtime can quickly lead to financial risk, smart technologies are opening up new ways to make processes more efficient.

To overcome these challenges and take full advantage of the opportunities offered by smart technologies, Julian Doelfs shows in his masterclass how you can meet your customers' expectations, build long-term relationships and maintain the quality of your products - with a digitally optimised aftersales service. In addition to remote access, augmented reality (AR) opens up new dimensions for interaction between remote specialists and employees on site. And finally, Spatial Computing shows how self-directed training and onboarding can be accelerated through immersive 3D experiences.