20th & 21st November 2024 in
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Looking back at Service Summit 2022

Day One - MAIN STAGE

Day One - MAIN STAGE

Digitization of Customer Operations at Unilever - voucherless, automated and in real time

Speaker:

Andreas Bieda Andreas Bieda Unilever Deutschland

Moderation:

Inken März Inken März Service Summit Moderation
Digitization of Customer Operations at Unilever - voucherless, automated and in real time (2.69 MB)

Day One - MAIN STAGE

Does digitization also work in post-yellow? And where can I already see that today?

Speaker:

Dr. Kathrin Götz Dr. Kathrin Götz DHL Deutsche Post Falko Burmeister Falko Burmeister Salesforce

Moderation:

Inken März Inken März Service Summit Moderation
Does digitization also work in post-yellow? And where can I already see that today? (9.07 MB)

Day One - MAIN STAGE

Digitalization in customer service

Speaker:

Dennis Langlets Dennis Langlets Lease a Bike Daniel Penno Daniel Penno DPD Deutschland Dr. Kathrin Götz Dr. Kathrin Götz DHL Deutsche Post Falko Burmeister Falko Burmeister Salesforce

Moderation:

Anika Tannebaum Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting

Day One - MAIN STAGE

Tiktok, Twitter & Whatsapp or the good old letter and telephone - which new communication channels does customer service need?

Speaker:

Eva Milicic Eva Milicic PAYBACK André Bopp André Bopp Deutsche Telekom Sarah Rojewski Sarah Rojewski Telefónica Pascal Dué Pascal Dué HolidayCheck Oliver Viereck Oliver Viereck Sky Deutschland Anna Röhrig Anna Röhrig Glambou

Moderation:

Zsofia Otte Zsofia Otte Horváth

Day One - MAIN STAGE

Startup Pitch tellma

Speaker:

Florian Hutter Florian Hutter tellma

Startup Pitch tellma (1.49 MB)

Day One - MAIN STAGE

Startup Pitch i2x

Speaker:

Leon Hofmann Leon Hofmann i2x

Startup Pitch i2x (0.59 MB)

Day One - MAIN STAGE

Startup Pitch Parloa

Speaker:

Malte Kosub Malte Kosub Parloa

Startup Pitch Parloa (3.62 MB)

Day One - MAIN STAGE

Startup Pitch botario

Speaker:

Aljoscha Niazi-Shahabi Aljoscha Niazi-Shahabi botario

Moderation:

Inken März Inken März Service Summit Moderation
Startup Pitch botario (0.51 MB)

Day One - MAIN STAGE

Customer service leaders’ panel

Speaker:

Sven Prehn Sven Prehn AB Enzymes Guido Schenkel Guido Schenkel EIGENSONNE Arne Schönfeld Arne Schönfeld Bosch Service Solutions Frank-Michael Pácser Frank-Michael Pácser ProSiebenSat.1 Media

Moderation:

Anika Tannebaum Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting

Day One - MAIN STAGE

Customer Service – Voicebots create a new user experience and customer proximity

Speaker:

Irfan Ali Irfan Ali Bosch Service Solutions

Moderation:

Inken März Inken März Service Summit Moderation
Customer Service – Voicebots create a new user experience and customer proximity (5.55 MB)

Day One - MAIN STAGE

How is digitalisation changing the world of work in Customer service?

Speaker:

Andreas Kollmitz Andreas Kollmitz CommuniGate Kommunikationsservice Camelia Costea Camelia Costea TARGOBANK Tobias Gügel Tobias Gügel Thermo Fisher Scientific Patrick Slavescu Patrick Slavescu Exporo Annike Green Annike Green HubSpot

Moderation:

Rene Baumann Rene Baumann  

Day One - MASTERCLASSES

Day One - MASTERCLASSES

Expectations vs. reality check: Could german customer service meet the expectations of consumers in 2022 and if so, how?

Speaker:

Maturin Craplet Maturin Craplet Armonia Deutschland

Moderation:

Steffi Landerer Steffi Landerer Service Summit Moderation
Expectations vs. reality check: Could german customer service meet the expectations of consumers in 2022 and if so, how? (3.81 MB)

Day One - MASTERCLASSES

Automatization and high customer satisfaction do not have to be contradicting

Speaker:

Markus Ring Markus Ring Salesforce

Moderation:

Steffi Landerer Steffi Landerer Service Summit Moderation
Automatization and high customer satisfaction do not have to be contradicting (21.8 MB)

Day One - MASTERCLASSES

How a 360-degree customer view perfects the customer experience and makes customer care efficient

Speaker:

Deniz Bergmann Deniz Bergmann FUERSTVONMARTIN Christian Hösbacher Christian Hösbacher HubSpot

Moderation:

Steffi Landerer Steffi Landerer Service Summit Moderation
How a 360-degree customer view perfects the customer experience and makes customer care efficient (4.46 MB)

Day One - MASTERCLASSES

This is how you can always offer the best service, from the contact center as far as the external service

Speaker:

Michael Grün Michael Grün Genesys

Moderation:

Steffi Landerer Steffi Landerer Service Summit Moderation
This is how you can always offer the best service, from the contact center as far as the external service (8.88 MB)

Day One - MASTERCLASSES

How AI brings more humanity to the contact centre

Speaker:

Sabine Gfroerer Sabine Gfroerer Talkdesk

Moderation:

Steffi Landerer Steffi Landerer Service Summit Moderation
How AI brings more humanity to the contact centre (8.71 MB)

Day One - MASTERCLASSES

What do your customers expect from your customer service?

Speaker:

Christian Huth Christian Huth BAUR Versand

Moderation:

Steffi Landerer Steffi Landerer Service Summit Moderation
What do your customers expect from your customer service? (0.71 MB)

Day One - MASTERCLASSES

NPS as decisive pre-condition for service & product quality enhancements

Speaker:

Carsten Hilbers Carsten Hilbers PΫUR

Moderation:

Steffi Landerer Steffi Landerer Service Summit Moderation
NPS as decisive pre-condition for service & product quality enhancements (2.75 MB)

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