Speaker: Torsten Elsner

Torsten Elsner

Schwarz Dienstleistung

Torsten Elsner is Head of Global Service & Support at Schwarz IT KG. He is responsible for the service processes and their tool support within the Schwarz Group (Lidl, Kaufland, Schwarz Production, PreZero). For over 16 years, customer satisfaction of internal customers is at the center of his work. With his team, he faces the challenge of constantly optimizing the international and local service chains. Currently, a particular focus is on automation and the use of bot and AI technologies to relieve the service desks.

Represented in the following tracks at the Service Summit:

• 2023 MAIN STAGE: Self-Services and Chatbots - How much customer proximity does modern customer service need?