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SERVICE SUMMIT MAIN STAGE
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ZUGSPITZE Masterclasses
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MATTERHORN Masterclasses
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MONT BLANC Masterclasses
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SALES SUMMIT MAIN STAGE
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08:30
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09:15
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09:30Keynote
Keynote in preparation
In preparation
Presentation:
Nona Brodersen
Service Summit Moderation
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10:00
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10:30
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11:00Panel discussion
Future Customer Service: Digital tools that make the difference
What really makes modern customer service fit for the future? In this expert panel, leading service professionals show which digital tools are setting the tone and how high-tech processes are redefining customer experiences.
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11:45Panel discussion
Next-level leadership in customer service: inspiring teams, improving customer experiences
Which management strategies are particularly effective in customer service? How can managers motivate their teams while ensuring excellent service and how can digitalisation help?
Katharina Götze Zur Megede
Pluxee Deutschland
Sylwia Bischof
Zattoo
Antonius Michielsen
Thermondo
Sven Opitz
AIRBUS
Rosa Fernandez-Poser
toom Baumarkt
Presentation:
Sarah Rojewski
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Keynote Service
10:30 Redesigning Customer Experience with People-First AI
Customer expectations are at an all-time high and they’re not slowing down. Speed is no longer a differentiator; it’s the baseline. Today’s winners deliver service that’s seamless, personalized, and effortless across every channel. But legacy tools, siloed data, and rising efficiency demands are holding many teams back.
In this session, we’ll explore how People-First AI is reshaping customer service, moving beyond simple assistance to act on behalf of customers and agents to deliver results, not just responses. You’ll see how Freshworks’ AI platform, Freddy AI, works behind the scenes to:
Automate repetitive work so teams can focus on meaningful interactions.
Empower agents with real-time guidance, enriched context, and intelligent workflows.
Enrich decisions with proactive insights that boost operational efficiency.Through real-world examples, you’ll discover practical ways to integrate AI across channels, scale it with intention, and deliver the kind of experiences that keep customers loyal.
The future of Customer service isn’t more, it’s smarter. It’s uncomplicated.
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09:15 Welcome
Opening of the event with a warm welcome by the moderator.
Presentation:
Linda Drescher
Sales Summit
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Panel discussion
11:00 Transformation in sales: unleashing the digital future
New tools, software solutions and processes in modern sales practice.What is the "state of the art" and what opportunities and changes will result from it?
Lars Hamann
Rotkäppchen-Mumm Gruppe
Markus Seydaack
EMUGE-FRANKEN
Edvin Dizdaric
SNOCKS
Ute Henzgen
Ad Alliance
Presentation:
Jennifer Alves
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Panel discussion
11:45 Customer Centricity
Building successful customer relationships and maintaining them in the long term is the goal of every sales department. How can companies create sustainable relationships, and what role can a focus on customer success and the implementation of sales excellence play in this?
Volkmar Link
DKV Mobility
André Buck
The Berner Group
Lina Hakobyan
Statista
Markus Trumann
GE Healthcare
Bastian Gierull
Octopus Energy
Presentation:
Katharina Messner
Qinshift
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12:30
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14:00Keynote
Service Summit Startup Awards - Part 1
You will see innovative startups presenting their clever new solutions in the service business. The best three will receive a Service Summit Startup Award – you decide!
Galina Naydenova
ProSource International
Jan Schilling
targenio
Oscar Schwarz
logen.ai
Martin Schneglberger
blankmile
Lukas Kramer
TrainHQ
Presentation:
Nona Brodersen
Service Summit Moderation
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15:00Keynote
The best customer service is the one that nobody needs: contact avoidance, automation and AI are key
Presentation:
Nona Brodersen
Service Summit Moderation
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15:30Panel discussion
Understanding the customer: How do we recognise what the customer really wants? How much autonomy do customers want?
What really drives customers? In a world full of data and new technologies, it's all about making real needs visible. How can the right balance be found between automated solutions and human interaction?
Dario Maslic
OTTO DÖRNER
Dr. Saramena Meier-Sauthoff
enercity
Barbara Ruhm-Cornelius
Debeka
Thorve Räker
Artivion
Lars Keßler
KALKHOFF BIKES
Presentation:
Johanna Ahrens
Cisco
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16:15
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16:45Panel discussion
Next-gen customer service: AI and voice AI rethought
How are AI and voice AI transforming customer interaction? With innovative approaches for fast, customised solutions, they are redefining the service experience - but what challenges need to be overcome? A look at the technologies that are shaping the customer service of the future.
Sandra Schütt
ImmoScout24
Patrick Reh
ADAC
Felix Leshoff
Oldenburgische Landesbank
Torsten Elsner
Schwarz IT
Dr. Matthias Ledig
Bosch
Presentation:
Felix Wrobel
Ergo Group
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17:30
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18:00
Speaker Awards Prizegiving
The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.
Presentation:
Nona Brodersen
Service Summit Moderation
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Keynote Sales
14:00 Human or AI – who will lead the sales of tomorrow?
AI changes everything – including the role of leaders in sales. How far does the AI transformation reach?
- Is AI ‘only’ a high-performance tool or much more than that?
- What consequences does the use of AI have for sales management?
- How do tasks and workloads shift?
- Or does AI completely take over sales management?
These questions are analyzed by Ralf Selzer, head of CRM at ORBIT, in his presentation – pointed and provocative, vivid and entertaining – always reflected upon with the background of his many years of sales experience.
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Keynote Service
17:00 Interaction Centre 2030: from contact centre to future platform for customer experiences
By 2030, the traditional contact centre will have undergone radical change, evolving into an intelligent, centralised control centre for all interactions between customers and companies. Service, marketing and sales will grow closer together on a shared platform. AI will support every process, but people will remain at the centre. Stefan and Ralf show how companies can already take the first steps today to assert themselves in the existing market (‘red ocean’) and pragmatically set the course for their (new) ‘blue ocean’ by realigning all business activities to focus on differentiation and low costs at the same time. In this presentation, you will learn what consequences you can already expect for your operating model today and how you can prepare your organisation for them.
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Keynote
14:00 Sales Summit Startup Awards
Here you will get to know innovative startups that present their smart and new solutions for digital innovations in sales. The best three will receive a Sales Summit Startup Award - you vote!
Philipp Baumanns
telli
Sebastian Wrobel
PricingWorks
Carol Miranda
MeetGeek.ai
Lennard Greve
Sleak Technologies
Benedikt Nolte
Plato
Presentation:
Linda Drescher
Sales Summit
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Keynote
15:00 Key decisions of the CSO and their implementation in the sales organization
Top management in sales today faces unprecedented challenges. Global, social and political changes are increasing planning uncertainty. At the same time, changes in customer behavior can be observed in many markets. An almost unmanageable number of new, rapidly developing technological opportunities are just around the corner, while long-standing top performers in sales are still achieving and exceeding their targets, in some cases with great success, using approaches that have been tried and tested over decades. But how can the sales organization be geared towards the future? The latest study by the Sales Management Department shows where important key decisions for the transformation of sales lie and how these can be effectively implemented in the organization.
Univ.-Prof. Dr. Jan Wieseke
Sales Management Department | Ruhr-Universität Bochum
Univ.-Prof. Dr. Christian Schmitz
Sales Management Department | Ruhr-Universität Bochum
Presentation:
Linda Drescher
Sales Summit
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Panel discussion
15:30 Fireside Chat: Key Learnings from B2B Sales in Corporates and Scale-Ups
Presentation:
Dr. Jens Hutzschenreuter
Digital Business Group
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Panel discussion
16:45 Sales teams in transition: New horizons
Sales teams are currently undergoing profound change, driven by technological innovations and economic change. As a result, collaboration in agile teams is becoming increasingly important in order to meet dynamic market requirements. What do today's team structures and working models look like and how can corporate goals be reconciled with the wishes of employees?
Marco Altenhöfer
GMH Gruppe
Franziska Bauske
INSITE-Interventions
Arne Schönfeld
Bosch Service Solutions
Andreas Klassa
PŸUR | Tele Columbus
Presentation:
Ramona Brunner
SHE APÉRO
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18:00 Speaker Award Prizegiving
The top three speakers from our Main Stage will be honored. You decide which speakers you found particularly inspiring, charismatic and innovative. Voting will take place using our app. Access is via your ticket code.Presentation:
Linda Drescher
Sales Summit
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