-
SERVICE SUMMIT MAIN STAGE live translation availableHosted by:
Nona Brodersen
-
ZUGSPITZE MasterclassesHosted by:
Pascal Possler
-
MATTERHORN MasterclassesHosted by:
Richie Bielau
-
MONT BLANC MasterclassesHosted by:
Lea Bücker
-
SALES SUMMIT MAIN STAGE live translation availableHosted by:
Franziska Zimmermann
-
08:30
-
09:15
-
09:30Keynote
Next Level Leadership: How Gamification Is Redefining Employee Motivation and Measurably Increasing Customer Loyalty.
Motivate your team not through targets, but through experiences.- Why traditional leadership approaches no longer work today
- How gamification positively impacts employee motivation, service quality and customer satisfaction
- Practical examples and concrete implementation approaches from the retail and service sectors
- Insights that leaders can immediately apply to their teams -
10:00
-
10:30
-
11:00Panel 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.
-
11:45Panel 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
Delme-Werkstätte
Sabine Thür-Jung
Clariant SE
Daniel Trabel
Thermo Fisher Scientific
Ute Bartelt
Tchibo
Kevin Hackl
Bayer
Presentation:
Adeline Gogosanu
BusinessPerlen Community
-
Keynote Service
10:00 8 Arms But Zero Grip: Stop Hoarding Data, Start Driving Action
Almost every company today uses AI to transcribe customer calls and generate automated summaries. But what actually happens to all that valuable data afterwards? Usually: absolutely nothing. It ends up as an unread text block or an unstructured data dump in the CRM that no agent can efficiently use. Companies are gathering massive amounts of data points (the "8 Arms") but fail to translate them into operations ("No Grip").
In this practical deep-dive, Dominik Holoubek shows how to escape this data dead-end. He demonstrates how to turn unstructured transcriptions and deserts of text into structured, actionable data. How do you process conversational insights so they deliver measurable KPIs and seamlessly empower agents in their follow-up tasks? Learn how to stop merely collecting data and start getting a firm grip on your actionable insights. -
Keynote Service
10:30 The State of agentic AI Automation in Customer Experience: how the top 15% are achieving higher ROI
AI adoption has surged, but most organizations are still struggling to turn it into meaningful customer and business outcomes. New global research from Talkdesk and NewtonX reveals the gap: only 15% of organizations have reached the point of orchestrating agentic AI across the customer journey. So what separates organizations experimenting with AI from those actually seeing results? Discover how agentic AI and orchestration leaders are creating real impact—they are 4x more likely to report major CSAT/NPS gains and roughly twice as likely to drive retention and cost efficiency.
-
Keynote Service
11:00 Customer Service Reimagined: What AI Changes Next
AI is fundamentally transforming customer service: From automating individual processes to creating entirely new service experiences. In this masterclass, Christopher Harms, Principal Sales Engineer at Zendesk, explores the opportunities AI creates for businesses and how it can help deliver more efficient, intelligent, and customer-centric service.
-
Keynote Service
12:00 More Practice, Less Hype: How Companies Save Time and Boost Revenue with Salesforce and AI
More than half of all companies use AI, yet only a few achieve measurable results. Drawing on two customer projects, this talk shows how Salesforce and AI save time in day-to-day work: with voice-based visit reports and with automated order processing all the way into SAP. It also presents five success factors for your own implementation.
-
Keynote Service
10:30 Agentforce Contact Center by Bucher + Suter
Start your Customer Engagement Revolution
Join us to explore how Agentforce Contact Center revolutionizes customer engagement by meeting customers on their preferred channel. With Agentforce Voice, we're completing the spectrum of contact center channels on one unified platform - handling all communication in one hand. We'll deep dive into service centers built on Salesforce, discussing technical architecture, integration considerations, and implementation approaches. All from an end to end perspective - from Contact Centers up to Business Telephony.
-
Keynote Service
11:00 Masterclass
In preparation
Presentation:
Lea Bücker
Trailblazer Summits Moderation
-
Keynote Service
12:00 Greater security. Less effort. – lmbit Security extensions for Matrix42
Whether it’s compromised accounts, detected vulnerabilities or suspicious files: the lmbit extensions for Matrix42 translate security information from trusted security vendors such as Pentera directly into automated actions, thereby ensuring greater transparency, assessment and a faster response in day-to-day IT operations.
-
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.
Janine Will
Bikeleasing-Gruppe
Kristof Heitmann
Förch
Michael Möhrer
Schäferbarthold
Dieter Reitz
igus
Presentation:
Heike Seltmann
Neovista Consulting
-
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.
Sabrina Mehlitz
Tagesspiegel Background
Hanns-Philip Wurster
VITA Zahnfabrik
Silvia Löffler
H World International
Yvonne Ziechner
Stone Bridge
Susanne Steindl
Interzero
Presentation:
Olimpia Hordynski
Women in Sales Network
-
12:30
-
14:00
-
15:00
-
15:30Panel 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?
Presentation:
Andrea Furuichi Maia
-
16:15
-
16:45Panel 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
enercity
Andreas Hochfeld
Eppendorf SE
Paul van Doorne
Commerz Direktservice
David Evers
FIR e.V. an der RWTH Aachen
Johannes Lober
Zendesk
Presentation:
Madeleine Friedrich
mkk - meine krankenkasse
-
17:30
-
Keynote Service
14:30 The sound of Customer Experience: Parloa Voice AI Agents from Idea to Production
How can a single call become a better customer experience? In this masterclass, we’ll show you live on the Parloa platform how an idea becomes a production-ready Voice AI Agent—and what it takes to bring it into service at scale. Fewer slides, more hands-on practice.
-
Keynote Service
14:15 Sky is the limit: From your first AI Voice Agent to a live Zendesk workflow
The sky is the limit, as the legendary Notorious B.I.G. once said. But how high can you really get with an AI agent in customer service, without IT spending six months planning first?
We'll show two levels live: the quick start with Aircall AI Action, and the deep integration from Leafworks, who connected their agent to Zendesk via a custom API. You'll see what happens in the ticket while the call is still running, and leave with a clear idea of which level is right for you.
-
Keynote Service
16:15 Solve First, Sell Second: How AI Agents Are Changing Customer Interactions
It starts in the FAQ centre: a question that seamlessly turns into a conversation with an AI Agent. The result is a quick solution and, potentially, the next purchase. AI Agents bring service and sales together, understand the context and draw on centralised knowledge. We show how a simple touchpoint can become a key moment in the customer relationship.
-
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.
-
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.
-
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.
Axel Pollmanns
conSensio - Consulting & Training
Philipp Gruner
GEA Group
Kristof Schmidt
Samsung Electronics
Julia Goldt
Page Executive
Presentation:
Gianna Di Lorenzo
ESMT
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.
Download Service Summit App
