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MAIN STAGE
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MASTERCLASSES
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08:30
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09:15
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09:30Presentation
A story of falling down and getting up again - Why the S.OLIVER GROUP had to rethink its customer service and how it wants to win back what it has lost
The family company has faced a number of challenges in recent years that have severely impacted its customers. With determination, interdisciplinary collaboration and the right technology, the group is fighting its way back bit by bit.
Presentation:
Inken März Service Summit Moderation -
10:00
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10:30
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11:00Panel discussion
Expert Panel digitalisation in customer service
Which digital tools do successful customer service leaders use in their companies and how do modern digital processes work?
Laura Lütkes E. Breuninger Adeline Gogosanu Siemens Christine Waitl E.ON Energie Deutschland Albert Klotz Parship Group Patrick Groene ZendeskPresentation:
Dr. Tim Wiegels -
11:45Panel discussion
Omni-channel customer service experience
The skilful linking of different communication channels for smooth and consistent interaction with customers. What exciting challenges and opportunities do these channels present?
Sylwia Bischof Zattoo Annika Kamlage OBI next Irfan Hajdarevic Deloitte Jörg Malang DERTOUR Group Stefan André Raschke MicrosoftPresentation:
Sarah Rojewski
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Presentation
09:30 Digital Queue for 100% handled calls in Servicecenters
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.
Presentation:
Nona Brodersen Service Summit Moderation -
Presentation
10:00 Diabolocom Masterclasses
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.
Presentation:
Nona Brodersen Service Summit Moderation -
Presentation
11:00 Customer Service at the highest level - the Freshworks benchmark report reveals the secrets
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 supportIf you'd like to see how your organisation compares to industry standards, we'd love to hear from you!
Presentation:
Nona Brodersen Service Summit Moderation -
Presentation
11:30 CX in 2027
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.
Presentation:
Nona Brodersen Service Summit Moderation -
Presentation
12:00 AI in service management
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.Presentation:
Nona Brodersen Service Summit Moderation -
Presentation
12:15 AI in action: practical applications and AI Agent Assist at a glance
In this presentation, we will provide an exciting high-level overview of the latest developments in AI in the field of customer service in recent months, then reveal how we use AI to support our employees in their daily work - and present an impressive use case live. Be curious!
Presentation:
Nona Brodersen Service Summit Moderation
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14:00Presentation
Service Summit Startup Awards Part 1
You will see innovative startups presenting their clever new solutions in the costumer service. The best three will receive a Service Summit Startup Award – you decide!
Presentation:
Inken März Service Summit Moderation -
14:45Panel discussion
Customer loyalty in customer service
How can outstanding customer loyalty be created? Through digital innovations or through the emotional element in customer service?
Marie Pyko Studienkreis Julia Scharnetzke Miles & More Florian Schröder StepStone Deutschland André Bopp Deutsche Telekom Thomas Dittmar FUCHSPresentation:
Johanna Ahrens Cisco
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Presentation
13:30 Next-gen AI to enhance customer service experience. What, Why and How?
In this workshop, we will discuss the options enterprises have today for adopting AI in-house versus relying on application vendors and providers. We will explain the underlying technical concepts of AI chat assistants and AI search, and outline the challenges of advancing beyond the prototype stage when implementing these AI applications — especially when the underlying knowledge base is constantly evolving. Lastly, we will show how to overcome these challenges.
Presentation:
Nona Brodersen Service Summit Moderation
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16:00
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16:30Panel discussion
Innovative technologies in customer service
How can AI, machine learning and big data improve efficiency and personalise the customer experience at the same time?
Madeleine Friedrich BKK·VBU Sven Ley DHL Deutsche Post Marcel Salomon GE Healthcare Christian Baumgärtel SalesforcePresentation:
Dr. Tim Wiegels -
17:15Presentation
Employee satisfaction as a key factor for customer satisfaction
Carsten Hilbers, member of the management board of Pluxee Germany and Austria and responsible for the Customer Experience & Care department, explains the direct link between employee and customer satisfaction. He will provide an insight into the concrete economic effects of efficient employee engagement, e.g. on turnover, costs, productivity and recommendations. As part of his presentation, Carsten Hilbers will also present specific measures that can be used to optimise the customer focus of employees and thus positively influence customer satisfaction.
Presentation:
Inken März Service Summit Moderation
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Presentation
17:15 The invisible assistant: How AI contributes to perfect customer service behind the scenes
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!Presentation:
Nona Brodersen Service Summit Moderation -
Presentation
17:30 How does a cost centre like customer service become a profit centre?
How the mindset of corporate billing and budgeting compromises the customer experience. Everyone wants to know what the customer wants, but no one wants to pay for it and when the customer serves it up for free, we don't listen. What happens when you offer service, sales and listening in one product? MAGIC!
Presentation:
Nona Brodersen Service Summit Moderation
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17:45
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.
Presentation:
Inken März Service Summit Moderation