20th & 21st November 2024 in

Service Summit Day One

Service Summit Day One

The program of the first day of the Service Summit on 20st November 2024.

Service Summit Day Two

Service Summit Day Two

The program of the second day of the Service Summit on 21st November 2024.



20th November 2024 Service Summit Day One

  1. MAIN STAGE
  1. MASTERCLASSES
  1. 08:30
     

    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. 10:00
     

    Coffee break

    Make new contacts with visitors of the Service Summit

  3. 11:00
    Panel 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?

  4. 11:45
    Panel 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?

  1. Presentation

    10:00 Digital Queue for 100% handled calls in Servicecenters

    A world first! ServiceOcean's digital queue avoids hang-ups and redialing thanks to the
    optimal IVR dialog and intelligent callback variants. The software now uses behavioral
    science and data analytics to reduce costs by 85% and increase handled calls by leaps and
    bounds. The software complements existing queues, fits any telephone system/ACD
    without an IT interface, and can be set up in just 4 weeks.

  2. Presentation

    10:30 Diabolocom Masterclasses

  3. Presentation

    11:30 Freshworks Masterclasses

  1. 12:30
     

    Lunch break

  1. 14:00
    Presentation

    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!

  2. 14:45
    Panel discussion

    Customer loyalty in customer service

    How can outstanding customer loyalty be created? Through digital innovations or through the emotional element in customer service?

  3. 15:30
     

    Coffee break

    Make new contacts with visitors of the Service Summit

  4. 16:00
  5. 16:30
    Panel 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?

  6. 17:15
    Presentation

    Unlock ‚Maintenance-Repair-Overhaul Data‘: Driving Value for Airline Customers

  7. 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. Presentation

    13:45 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.

  2. Presentation

    14:15 Genesys Masterclasses

  3.  

    Coffee break

    Make new contacts with visitors of the Service Summit

  4. Presentation

    15:45 Masterclasses Gevekom

  5.  

    16:00 Botario Masterclasses

  6.  

    17:15 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. 18:00
     

    18:00 Aftershow lounge for all participants

  1. 23:00
     

    23:00 end of the first day

20th November 2024 Service Summit Day One

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

10:00 MAIN STAGE:
 

Coffee break

Make new contacts with visitors of the Service Summit

10:00 MASTERCLASSES:
Presentation

Digital Queue for 100% handled calls in Servicecenters

A world first! ServiceOcean's digital queue avoids hang-ups and redialing thanks to the
optimal IVR dialog and intelligent callback variants. The software now uses behavioral
science and data analytics to reduce costs by 85% and increase handled calls by leaps and
bounds. The software complements existing queues, fits any telephone system/ACD
without an IT interface, and can be set up in just 4 weeks.

10:30 MASTERCLASSES:
Presentation

Diabolocom Masterclasses

11:00 MAIN STAGE:
Panel 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?

11:30 MASTERCLASSES:
Presentation

Freshworks Masterclasses

11:45 MAIN STAGE:
Panel 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?

12:30

Lunch break

13:45 MASTERCLASSES:
Presentation

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.

14:00 MAIN STAGE:
Presentation

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!

14:15 MASTERCLASSES:
Presentation

Genesys Masterclasses

14:45 MAIN STAGE:
Panel discussion

Customer loyalty in customer service

How can outstanding customer loyalty be created? Through digital innovations or through the emotional element in customer service?

14:45 MASTERCLASSES:
Presentation

Keynote

15:15 MASTERCLASSES:
 

Coffee break

Make new contacts with visitors of the Service Summit

15:30 MAIN STAGE:
 

Coffee break

Make new contacts with visitors of the Service Summit

15:45 MASTERCLASSES:
Presentation

Masterclasses Gevekom

16:00 MAIN STAGE:
Presentation

Keynote

16:00 MASTERCLASSES:
 

Botario Masterclasses

16:30 MAIN STAGE:
Panel 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?

17:15 MAIN STAGE:
Presentation

Unlock ‚Maintenance-Repair-Overhaul Data‘: Driving Value for Airline Customers

17:15 MASTERCLASSES:
 

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.

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

Aftershow lounge for all participants

23:00

end of the first day

21st November 2024 Service Summit Day Two

  1. MAIN STAGE
  1. MASTERCLASSES
  1. 09:15
     

    09:15 Entry

    The doors open at 9:30 am - so you can start networking over your first coffee or find yourself a good seat

  1. 10:15
  2. 10:30
    Presentation

    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.

  3. 11:00
    Panel discussion

    The skill of employee management

    How do you maximise employee engagement for an unforgettable customer experience? How can digitalisation help?

  4. 11:45
    Presentation

    Customer Service - a balance between automation and personalisation

  1. Presentation

    10:15 Masterclasses - SKOPOS

  2. Presentation

    10:45 Masterclasses - virtualQ

  3. Presentation

    11:00 keynote

  1. 12:15
     

    Lunch break

  1. 13:45
    Presentation

    Service Summit Startup Awards Part 2

    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!

  2. 14:30
    Panel discussion

    AI and voice AI in customer service of the future

    How do these technologies influence customer service? What opportunities do they offer and what hurdles need to be overcome? Can self-services and chatbots replace personal customer contact?

  3. 15:15
    Panel discussion

    Complaint management in customer service

    What characterises good complaint management? How can the challenges be overcome and how can new technologies help?

  4. 16:30
     

    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.  

    16:30 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. 16:45
     

    16:45 For all participants: Afterwork

  1. 20:00
     

    20:00 End of Service Summit 2024

21st November 2024 Service Summit Day Two

09:15

Entry

The doors open at 9:30 am - so you can start networking over your first coffee or find yourself a good seat

10:15 MAIN STAGE:
 

Welcome

10:15 MASTERCLASSES:
Presentation

Masterclasses - SKOPOS

10:30 MAIN STAGE:
Presentation

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.

10:45 MASTERCLASSES:
Presentation

Masterclasses - virtualQ

11:00 MAIN STAGE:
Panel discussion

The skill of employee management

How do you maximise employee engagement for an unforgettable customer experience? How can digitalisation help?

11:00 MASTERCLASSES:
Presentation

keynote

11:45 MAIN STAGE:
Presentation

Customer Service - a balance between automation and personalisation

12:15

Lunch break

13:45 MAIN STAGE:
Presentation

Service Summit Startup Awards Part 2

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!

14:30 MAIN STAGE:
Panel discussion

AI and voice AI in customer service of the future

How do these technologies influence customer service? What opportunities do they offer and what hurdles need to be overcome? Can self-services and chatbots replace personal customer contact?

15:15 MAIN STAGE:
Panel discussion

Complaint management in customer service

What characterises good complaint management? How can the challenges be overcome and how can new technologies help?

16:30 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.

16:30 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.

16:45

For all participants: Afterwork

20:00

End of Service Summit 2024