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19th & 20th November 2025 in Hamburg
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19th & 20th November 2025 in Hamburg Contact: info@servicesummit.de or +49 (40) 999 993 860

Review of the Service Summit 2024

Day One - MAIN STAGE

Day One - MAIN STAGE

Omni-channel customer service experience

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Speaker:

Sylwia Bischof Sylwia Bischof Zattoo Annika Kamlage Annika Kamlage OBI Roman Wodarz Roman Wodarz Deloitte Consulting Stefan André Raschke Stefan André Raschke Microsoft

Moderation:

Sarah Rojewski Sarah Rojewski  

Day One - MAIN STAGE

Customer loyalty in customer service

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Speaker:

Marie Pyko Marie Pyko Studienkreis Julia Scharnetzke Julia Scharnetzke Miles & More Florian Schröder Florian Schröder StepStone Deutschland André Bopp André Bopp Deutsche Telekom Thomas Dittmar Thomas Dittmar FUCHS

Moderation:

Johanna Ahrens Johanna Ahrens Cisco

Day One - MAIN STAGE

Customer proximity in the digital age: how much self-service and automation can our customers tolerate?

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Speaker:

Marcus Nessler Marcus Nessler Samsung Electronics

Moderation:

Inken März Inken März Sales Summit Moderation
Customer proximity in the digital age: how much self-service and automation can our customers tolerate? (3.71 MB)

Day One - MAIN STAGE

Innovative technologies in customer service

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Speaker:

Madeleine Friedrich Madeleine Friedrich mkk - meine krankenkasse Sven Ley Sven Ley DHL Deutsche Post Marcel Salomon Marcel Salomon GE Healthcare Christian Baumgärtel Christian Baumgärtel Salesforce

Moderation:

Dr. Tim Wiegels Dr. Tim Wiegels  

Day One - MASTERCLASSES

Day One - MASTERCLASSES

Diabolocom Masterclasses

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Speaker:

René Jacobi René Jacobi Diabolocom

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Diabolocom Masterclasses (0.59 MB)

Day One - MASTERCLASSES

Scaling and customer satisfaction in harmony: How Cargoboard expanded its support from 10 to 800 calls per day with Aircall

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Speaker:

Elena Melenteva Elena Melenteva Aircall Bastian Lütkemeyer Bastian Lütkemeyer Cargoboard

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Scaling and customer satisfaction in harmony: How Cargoboard expanded its support from 10 to 800 calls per day with Aircall (1.4 MB)

Day One - MASTERCLASSES

How Video-Bot (Digital Human) improves customer service

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Speaker:

Dr. Peter Csikos Dr. Peter Csikos Huawei

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
How Video-Bot (Digital Human) improves customer service (2.74 MB)

Day One - MASTERCLASSES

Customer Service at the highest level - the Freshworks benchmark report reveals the secrets

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Speaker:

Jonas Klesen Jonas Klesen Freshworks Jonas Beyer Jonas Beyer 2DC

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Customer Service at the highest level - the Freshworks benchmark report reveals the secrets (1.32 MB)

Day One - MASTERCLASSES

CX in 2027

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Speaker:

Christopher Harms Christopher Harms Zendesk

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
CX in 2027 (3.93 MB)

Day One - MASTERCLASSES

AI in action: practical applications and AI Agent Assist at a glance

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Speaker:

Sebastian Becker Sebastian Becker gevekom Nicolai Brüggenwerth Nicolai Brüggenwerth gevekom

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
AI in action: practical applications and AI Agent Assist at a glance (0.89 MB)

Day One - MASTERCLASSES

Next-gen AI to enhance customer service experience. What, Why and How?

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Speaker:

Timo Hagenow Timo Hagenow superduper.io

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Next-gen AI to enhance customer service experience. What, Why and How? (1.91 MB)

Day One - MASTERCLASSES

Innovative Customer Service solutions with Microsoft Copilot

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Speaker:

Klara Borgmann Klara Borgmann Microsoft Daniel Hotz Daniel Hotz Microsoft

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Innovative Customer Service solutions with Microsoft Copilot (6.79 MB)

Day One - MASTERCLASSES

The 5 stages of empathetic experience orchestration: Success strategies and #CX insights at Siemens Healthineers

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Speaker:

Maria General Maria General Genesys Karin Samsen Karin Samsen Siemens Healthineers

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
The 5 stages of empathetic experience orchestration: Success strategies and #CX insights at Siemens Healthineers (4.77 MB)

Day One - MASTERCLASSES

Keynote

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Speaker:

Carolin Edler-Mende Carolin Edler-Mende Aristech

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Keynote (2.27 MB)

Day One - MASTERCLASSES

Innovative customer experience at CEWE: GenAI and flexible infrastructure with botario

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Speaker:

Maike Tahden Maike Tahden CEWE

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Innovative customer experience at CEWE: GenAI and flexible infrastructure with botario (2.83 MB)

Day One - MASTERCLASSES

Future-proof customer support via desk

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Speaker:

Timo Müller Timo Müller ZOHO Franz Wohlfahrt Franz Wohlfahrt Garantiemax

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Future-proof customer support via desk (1.66 MB)

Day One - MASTERCLASSES

Reshaping Agent Experience with AI

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Speaker:

Monte Borowy Monte Borowy Huawei

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Reshaping Agent Experience with AI (5.14 MB)

Day One - MASTERCLASSES

The invisible assistant: How AI contributes to perfect customer service behind the scenes

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Speaker:

Philipp Meier zu Eissen Philipp Meier zu Eissen VIER

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
The invisible assistant: How AI contributes to perfect customer service behind the scenes (2.13 MB)

Day One - MASTERCLASSES

How does a cost centre like customer service become a profit centre?

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Speaker:

Johannes Hehr Johannes Hehr moinAi

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
How does a cost centre like customer service become a profit centre? (5.13 MB)

Day Two - MAIN STAGE

Day Two - MAIN STAGE

Customer Service - a balance between automation and personalisation

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Speaker:

Michael Raab Michael Raab Beiersdorf

Moderation:

Inken März Inken März Sales Summit Moderation
Customer Service - a balance between automation and personalisation (5.24 MB)

Day Two - MAIN STAGE

The skill of employee management

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Speaker:

Karin Samsen Karin Samsen Siemens Healthineers Ann-Katrin Benning Ann-Katrin Benning Nestlé Melanie Bielefeld Melanie Bielefeld TUI Group Claudia Müller Claudia Müller OTTO DÖRNER Thorve Räker Thorve Räker Artivion

Moderation:

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

Day Two - MAIN STAGE

Keynote in Vorbereitung

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Speaker:

Felix Olms Felix Olms congstar

Moderation:

Inken März Inken März Sales Summit Moderation
Keynote in Vorbereitung (0.4 MB)

Day Two - MAIN STAGE

Complaint management in customer service

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Speaker:

Daniela Amann Daniela Amann vivida bkk Tim Tetens Tim Tetens fritz-kola Volker Mertens Volker Mertens Deutsche Bahn Kai Fischer Kai Fischer LEW Service & Consulting Sören Weiss Sören Weiss Manage Now

Moderation:

Andreas Kollmitz Andreas Kollmitz CommuniGate Kommunikationsservice

Day Two - MAIN STAGE

Review and Outlook: The essence of the last two days

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Speaker:

Adeline Gogosanu Adeline Gogosanu BusinessPerlen - Community für Working Women André Bopp André Bopp Deutsche Telekom Michael Raab Michael Raab Beiersdorf

Moderation:

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

Day Two - MASTERCLASSES

Day Two - MASTERCLASSES

Masterclasses - SKOPOS

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Speaker:

Tobias Reiland Tobias Reiland SKOPOS CONNECT Thomas Schmitz Thomas Schmitz SKOPOS NEXT Lukas Nosber Lukas Nosber SKOPOS RESEARCH Elina Hild Elina Hild SKOPOS VIEW Till Winkler Till Winkler SKOPOS NOVA

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Masterclasses - SKOPOS (2.5 MB)

Day Two - MASTERCLASSES

How can telephone customer service generate sales and save costs at the same time? - Customer Service 2.0

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Speaker:

Daniela Issagholian Daniela Issagholian VirtualQ

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
How can telephone customer service generate sales and save costs at the same time? - Customer Service 2.0 (1.46 MB)

Day Two - MASTERCLASSES

How Autonomous AI Agents and Slack Support Your Employees and Customers 24/7

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Speaker:

Liesel Klokkers Liesel Klokkers Salesforce Patrick Cölle Patrick Cölle Slack

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
How Autonomous AI Agents and Slack Support Your Employees and Customers 24/7 (11.03 MB)

Day Two - MASTERCLASSES

Navigating the Five Stages of AI Maturity for enhanced CX and EX

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Speaker:

Ingo Brod Ingo Brod kore.ai

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Navigating the Five Stages of AI Maturity for enhanced CX and EX (1.68 MB)

Day Two - MASTERCLASSES

Customer Service from EWE - Interested in RealTalk? With #KiM26 to noticeable Customer satisfaction

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Speaker:

Roman Wodarz Roman Wodarz Deloitte Consulting Lisa Coordes Lisa Coordes EWE Daniel Albrecht Daniel Albrecht EWE

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Customer Service from EWE - Interested in RealTalk? With #KiM26 to noticeable Customer satisfaction (1.83 MB)

Day Two - MASTERCLASSES

The world's largest contact centre project using Vonage, Salesforce and AI for a German global player

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Speaker:

Kai Braband Kai Braband Salesforce Paul Turner Paul Turner Vonage Lyndon Myall Lyndon Myall Vonage

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
The world's largest contact centre project using Vonage, Salesforce and AI for a German global player (2.77 MB)

Day Two - MASTERCLASSES

Innovative AI features in the Zoom Contact Centre: Redefining efficiency and customer satisfaction

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Speaker:

Frank Schuster Frank Schuster Zoom

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Innovative AI features in the Zoom Contact Centre: Redefining efficiency and customer satisfaction (1.92 MB)

Day Two - MASTERCLASSES

Conversational AI in practice: Success stories from the retail and energy sectors

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Speaker:

Ben Ellermann Ben Ellermann MUUUH! Group Matthias Quirmbach Matthias Quirmbach OBI E-Commerce

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation

Day Two - MASTERCLASSES

Congratulations: your customer-orientation doesn't help at all!

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Speaker:

Oliver Farr Oliver Farr colpari

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Congratulations: your customer-orientation doesn't help at all! (0.41 MB)

Day Two - MASTERCLASSES

Next generation aftersales service: smart technologies as the key to excellent products and maximum customer satisfaction

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Speaker:

Julian Doelfs Julian Doelfs TeamViewer

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
Next generation aftersales service: smart technologies as the key to excellent products and maximum customer satisfaction (2.72 MB)

Day Two - MASTERCLASSES

The all-in-one CaaS platform - Deutsche Telekom and HDFC Bank successfully back the right horse!

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Speaker:

Philipp Hahn Philipp Hahn Emma - The Sleep Company

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
The all-in-one CaaS platform - Deutsche Telekom and HDFC Bank successfully back the right horse! (3.76 MB)

Day Two - MASTERCLASSES

More than just AI - insights from the everyday life of data-driven service management

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Speaker:

Marie Werner Marie Werner ServiceNow Gregor Bublitz Gregor Bublitz DIGITALL

Moderation:

Nona Brodersen Nona Brodersen Trailblazer Summits Moderation
More than just AI - insights from the everyday life of data-driven service management (5.29 MB)

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Photowall Day 2

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