Day One - SERVICE SUMMIT MAIN STAGE

Scalable Customer Service Starts with AI

Speaker:

Christian Baumgärtel Salesforce

Anne Wrobel B. Braun

Hendrik Adam DIA Digital Consulting

Ingmar Peters DIA Digital Consulting

Moderation:

Nona Brodersen Trailblazer Summits Moderation

The invisible lever: how excellent customer service scales businesses – or the story of how caretakers become partners and supporters become enablers

Speaker:

Tim Tetens fritz-kola

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Future Customer Service: Digital tools that make the difference

Speaker:

André Siebert Lufthansa Technik

Jessica Hermanns SIGNAL IDUNA

Niklas Lorenzen ACO

Matthias Quirmbach OBI E-Commerce

Moderation:

Anika Tannebaum GROW! PREMIUM Customer Service & Leadership Consulting

Next-level leadership in customer service: inspiring teams, improving customer experiences

Speaker:

Katharina Götze-zur Megede Pluxee Deutschland

Sylwia Bischof Zattoo

Antonius Michielsen Thermondo

Sven Opitz AIRBUS

Rosa Fernandez-Poser toom Baumarkt

Moderation:

Adeline Gogosanu BusinessPerlen Community

Startup Pitch FRANK REPLY

Speaker:

Daniel Fitzpatrick FRANK REPLY

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch ProSource International

Speaker:

Galina Naydenova ProSource International

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch targenio

Speaker:

Jan Schilling targenio

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch logen.ai

Speaker:

Oscar Schwarz logen.ai

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch Langbox

Speaker:

Paulo Nunes Langbox

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch blankmile

Speaker:

Martin Schneglberger blankmile

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch TrainHQ

Speaker:

Lukas Kramer TrainHQ

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch Pluno.ai

Speaker:

Korbinian Abstreiter Pluno.ai

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Less is more: the principle of valuable customer interactions.

Speaker:

Timo Sievers freenet

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Understanding the customer: How do we recognise what the customer really wants? How much autonomy do customers want?

Speaker:

Dario Maslic OTTO DÖRNER

Barbara Ruhm-Cornelius Debeka

Thorve Räker Artivion

Lars Keßler KALKHOFF BIKES

Florian Bräuer enercity

Moderation:

Johanna Ahrens Cisco

Day One - ZUGSPITZE MASTERCLASSES

Telephone AI in practical testing – 3 customer stories ranging from wow moments to misjudgements

Speaker:

Lars Lorenzen insaight.io

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Redesigning Customer Experience with People-First AI

Speaker:

Lauren Lee Freshworks

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Reimagining CRM: From Vision to Practice with Ranger and monday CRM

Speaker:

Gabriela Weingartner monday.com

Arndt Bolder Ranger

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Kill the Script. Trust the Autonomous Agent.

Speaker:

Miradije Haag Microsoft

Robin Rabe Microsoft

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Learnings from 1,000+ projects – Success factors for the optimal use of Voice AI

Speaker:

Matthias Berchtold Placetel

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

The Next Level of Experience - AI-Powered Experience Orchestration with Genesys Cloudte

Speaker:

Maria General Genesys

Stefan Glomb Genesys

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

No access without a key: How to successfully integrate AI agents into your system landscape

Speaker:

Carolin Edler-Mende Aristech

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Day One - MATTERHORN MASTERCLASSES

Spotting Deal Killers Before They Strike – How AI is Revolutionizing Sales Forecasting

Speaker:

Gerald Zankl Kickscale

Moderation:

Pascal Possler Trailblazer Summits Moderation

Behavioral science combined with AI. How to optimize caller behavior.s

Speaker:

Yannick Callegari ServiceOcean

Moderation:

Pascal Possler Trailblazer Summits Moderation

Agentic IoT as a Business Booster – How Autonomous IoT Systems Optimize Processes

Speaker:

Stefan Schitz Samhammer

Moderation:

Pascal Possler Trailblazer Summits Moderation

The Go-to-Market Performance Gap - and how to close it

Speaker:

Laura Valerio Highspot

Moderation:

Pascal Possler Trailblazer Summits Moderation

From Calls to Connections: How ATU Transformed Customer Service with Parloa

Speaker:

Marc Bartel Parloa

Moderation:

Pascal Possler Trailblazer Summits Moderation

AI IN ACTION: From Logic to Presence.

Speaker:

Daniel Friedrichs TP

Monika Dahmen Sparda-Bank West

Moderation:

Pascal Possler Trailblazer Summits Moderation

"The Contact Center – Operations Intelligence Platform & Hub: Smarter, Customer-Centric, Data-Sovereign"

Speaker:

Dirk Bläser CASERIS

Moderation:

Pascal Possler Trailblazer Summits Moderation

The right contact center operating model as a success factor

Speaker:

Stefan Kolle infinit.cx

Ralf Graf infinit.cx

Moderation:

Pascal Possler Trailblazer Summits Moderation

Day One - MONT BLANC MASTERCLASSES

Summer, sun, flood of tickets: How chat and voice bots from botario are transforming Steinbach's seasonal operations.

Speaker:

Daniela Laic Steinbach International

Moderation:

Lea Bücker Trailblazer Summits Moderation

From data to action. With insights to service excellence.

Speaker:

Roman Wodarz Deloitte Consulting

Dr. Hannes Gmelin Statista Strategy

Irfan Hajdarevic Deloitte Consulting

Moderation:

Lea Bücker Trailblazer Summits Moderation

Why AI Can’t Solve Everything – Turning Crisis into Growth

Speaker:

Julian Reuther FTI Consulting

Moderation:

Lea Bücker Trailblazer Summits Moderation

For a long time, it was either reduce costs or maintain quality – AI finally makes both possible.

Speaker:

Christopher Harms Zendesk

Moderation:

Lea Bücker Trailblazer Summits Moderation

WEMAG electrifies their Customer Service with AI Powered by Talkdesk CXA

Speaker:

Jakob Harder Talkdesk

Olaf Jätschmann WEMAG

Moderation:

Lea Bücker Trailblazer Summits Moderation

SAP Customer Experience with Atos - How Migros reinvented Customer Support

Speaker:

Roland El Hayes Atos

Moderation:

Lea Bücker Trailblazer Summits Moderation

AI to Analyse Customer Interactions – How Specialized Small Language Models Can Improve Customer Service and Boost Sales Performance

Speaker:

Peter Kesch SentiSquare

Moderation:

Lea Bücker Trailblazer Summits Moderation

CX mastermind: How AI automatically ensures customer satisfaction – and all you have to do is set the direction

Speaker:

Dr. Oliver Kohl m-result - the data company

Moderation:

Lea Bücker Trailblazer Summits Moderation

Day One - SALES SUMMIT MAIN STAGE

More Human Through Machine – How Leadership Shapes the Power of AI

Speaker:

Lina Hakobyan Statista

Moderation:

Linda Gernitz Trailblazer Summits Moderation

The path to success: when people and agents work together

Speaker:

Andre Philipp Salesforce

Henning Helbig Statista

Tobias Plewka Salesforce

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Transformation in sales: unleashing the digital future

Speaker:

Lars Hamann Rotkäppchen-Mumm Gruppe

Markus Seydaack EMUGE-FRANKEN

Edvin Dizdaric SNOCKS

Ute Henzgen Ad Alliance / RTL Deutschland

Mathias Grompe Allianz Partners

Moderation:

Jennifer Alves  

Customer Centricity

Speaker:

Volkmar Link DKV Mobility

Markus Trumann GE Healthcare

Bastian Gierull Octopus Energy

Daniel Novak nox Germany

Britta Lissinna ZÖLLNER Signal

Moderation:

Janet Friedel TEAM SPIRIT FACTORY

Startup Pitch acto

Speaker:

Pascal Salmen acto

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Startup Pitch salesscout

Speaker:

Pascal Blohm salesscout

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Startup Pitch telli

Speaker:

Philipp Baumanns telli

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Startup Pitch PricingWorks

Speaker:

Sebastian Wrobel PricingWorks

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Startup Pitch MeetGeek.ai

Speaker:

Carol Miranda MeetGeek.ai

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Startup Pitch Sleak Technologies

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Startup Pitch Bizzy

Speaker:

Hendrik Keeris Bizzy

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Startup Pitch Omikron Data Solutions

Speaker:

Albert Pusch Omikron Data Solutions

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Key decisions of the CSO and their implementation in the sales organization

Speaker:

Jan Wieseke Sales Management Department | Ruhr-Universität Bochum

Christian Schmitz Sales Management Department | Ruhr-Universität Bochum

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Fireside Chat: Key Learnings from B2B Sales in Corporates and Scale-Ups

Speaker:

Dr. Philip Beckmann  

Moderation:

Jens Hutzschenreuter Digital Business Group

Sales teams in transition: New horizons

Speaker:

Marco Altenhöfer GMH Gruppe

Franziska Bauske INSITE-Interventions

Arne Schönfeld Bosch Service Solutions

Rouven Gehrmann ACO

Lukas Paetzel Veolia Towers Hamburg

Moderation:

Ramona Brunner SHE APÉRO

State of the European Sales Tech Space 2025

Speaker:

Jens Hutzschenreuter Digital Business Group

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Day Two - SERVICE SUMMIT MAIN STAGE

GenAI and the end of the customer journey

Speaker:

Marcus Nessler Samsung Electronics

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Challenges in the introduction of new systems

Speaker:

Tobias Gügel Thermo Fisher Scientific

Malte Hansen Beiersdorf

Daniel Penno SCHIESSER

Henryk Jaskowiak Hoffmann Group

Kristina Olthoff OTTO

Moderation:

Tim Wiegels  

Startup Pitch OkayThatsCool

Speaker:

Calvin Muthig OkayThatsCool

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch GetVocal Ai

Speaker:

Tiago Cunha GetVocal Ai

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch Genow

Speaker:

Dr. Sara Jourdan Genow

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Startup Pitch botBrains

Speaker:

Liam van der Viven botBrains

Moderation:

Nona Brodersen Trailblazer Summits Moderation

Day Two - ZUGSPITZE MASTERCLASSES

Decoding Service Evolution: The Inspiring Journey from Complaint Box to AI Agent

Speaker:

Martin Schwarz Zoho

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Fast, Smart, Hidden Champion: AI Agents for Your Email Automation

Speaker:

Jean-Philipp Helmig novomind

Peter Linnemann novomind

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Modern, Fast, and Mid-Market Ready – in Days, Not Weeks

Speaker:

René Jacobi Diabolocom

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

RCS Business Messaging – Customer communication reimagined

Speaker:

Sophie Masurat Ströer X

André Beyer Deutsche Telekom

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Beyond Buzzwords: Statista’s real-world story of transforming Customer Experience with Aircall

Speaker:

Elena Melenteva Aircall

Dennis Knauer Statista

Moderation:

Cosma von Haacke Cosma Moderation & Media UG

Day Two - MATTERHORN MASTERCLASSES

From reminders to dialogue – Intelligent outbound AI agents -> Secure, empathetic, and scalable communication in sensitive environments.

Speaker:

Michael Kloos CreaLog

Moderation:

Pascal Possler Trailblazer Summits Moderation

Achieve sales and service targets – even without new staff, thanks to Salesforce Agentforce AI

Speaker:

Andreas Haas mindsquare

Moderation:

Pascal Possler Trailblazer Summits Moderation

Voice: The often‑overlooked tool in customer service - empathy as a superpower

Speaker:

Tom Hoch Jabra

Moderation:

Pascal Possler Trailblazer Summits Moderation

Day Two - MONT BLANC MASTERCLASSES

How AI agents optimize customer service in medium-sized enterprises

Speaker:

Ralf Selzer ORBIT IT-Solutions

Rolf Horn Alfred Horn

Moderation:

Lea Bücker Trailblazer Summits Moderation

The Future of Customer Service with Agentic AI

Speaker:

Chris Karagiannis NICE

Markus Ring NiCE Cognigy

Moderation:

Lea Bücker Trailblazer Summits Moderation

Conversations You Can Count On

Speaker:

Björn Minkmar Rasa Technologies

Moderation:

Lea Bücker Trailblazer Summits Moderation

Day Two - SALES SUMMIT MAIN STAGE

System Over Solo: Why partnerships are the new sales drivers

Speaker:

Thomas Mück Würth Group

Moderation:

Linda Gernitz Trailblazer Summits Moderation

War for Talent

Speaker:

Boy Hengstmann evasys

Stefanie Hauer F24

Gregor Hufenreuter Armira Growth

Janis Bartels Verivox

Moderation:

Jens Hutzschenreuter Digital Business Group

Building bridges: When the baby boomers pass on the sceptre

Speaker:

Michael Zimmer TÜV SÜD

Moderation:

Linda Gernitz Trailblazer Summits Moderation

From the Hell of Isolated Solutions to Centralized CRM: How Mid-Sized B2B Manufacturers Make the CRM Leap

Speaker:

Florian Plagemann OKE Group

Moderation:

Linda Gernitz Trailblazer Summits Moderation

Creating synergies: The innovative power of marketing and sales

Speaker:

Sarah Müller InnoNature

Philipp Gruner GEA Group

Bastian Laudien heise

Jascha Ahmadi Philips

Moderation:

Kerstin Valet CRIF Deutschland

Sales leaders panel

Speaker:

Madeleine Friedrich mkk - meine krankenkasse

Peter Lingner De Lage Landen International (DLL)

Andreas Mas Casellas RS Components

Julian Hofer GALERIA

Alexander Toppelreiter Bizerba

Moderation:

Melanie Kleemann Kleemann Executive Advisory