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SALES SUMMIT MAIN STAGE live translation availableHosted by:
Franziska Zimmermann
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MONT BLANC MasterclassesHosted by:
Lea Bücker
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ZUGSPITZE MasterclassesHosted by:
Pascal Possler
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MATTERHORN MasterclassesHosted by:
Richie Bielau
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SERVICE SUMMIT MAIN STAGE live translation availableHosted by:
Nona Brodersen
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08:30
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09:30
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09:45Keynote Sales
How your CRM gives AI the context it needs to decide revenue
Every quarter, the same question: are we hitting the revenue number? Usually it's not a lack of effort — it's a lack of context. Revenue breaks where context goes: critical knowledge about buyer intent gets lost between teams and handoffs. In this keynote, you'll learn how modern AI agents in the #1 CRM capture that context, preserve it across every handoff, and turn every sales opportunity into a close faster.
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10:15
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10:45Panel discussion
Sales in Transition: Current Challenges and Opportunities for Sales Leaders
How sales leaders respond to market shifts, technological developments, and changing customer expectations – and which strategies are currently making the difference.
Presentation:
Heike Seltmann
Neovista Consulting
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11:30Panel discussion
Women in Leadership in Sales
What structural, cultural, and personal challenges do women in sales leadership face today? This session explores how companies can attract, support, and retain more women in sales and leadership roles in a targeted and sustainable way.
Sabrina Mehlitz Tagesspiegel Background
Hanns-Philip Wurster VITA Zahnfabrik
Silvia Löffler H World International
Yvonne Ziechner Stone Bridge
Presentation:
Olimpia Hordynski
Women in Sales Network
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Keynote Sales
10:00 Less clicking. More closing. - Unlocking new opportunities for sales and service with AI agents
AI has long since moved beyond simply answering questions. It helps to qualify sales opportunities, gain a better understanding of the sales pipeline and handle service cases in a targeted manner. But what becomes possible when digital support evolves into genuine collaboration?
Discover how integrated AI assistants, Joule and AI agents work together with interconnected business processes. We’ll show you how the latest innovations are transforming day-to-day operations in sales and service, and how AI innovations turn valuable insights into concrete next steps. -
Keynote Sales
10:45 Everything is a pitch. From first contact: personalized customer engagement with SalesRoom, AI Avatars and Sales Experience Configurator
Customer meetings, product presentations, the internal hand-off to the decision-maker: everything is a pitch.
Most of these pitches happen without your sales team in the room. In 15 minutes, Daniel Moj and Till Müller show you how to stay in control of your pitch, from first contact to follow-up.
They deliver the talk itself in a SalesRoom. You'll see how AI Avatars, Digital PitchDecks and Interactive WebDecks work together inside it. They also show how the Sales Experience Configurator combines these into a tailored approach for each customer, one that fits your brand and works reliably every time.
15 minutes that are a pitch in themselves.
Find out what comes next at booth C01.
Or get a head start at: 👉 neyroo.de -
Keynote Sales
11:00 The AI-Agents Sales- and Customer-Success Teams really need
The customer call is over. Now come the notes, the CRM update, the follow-up email, and the team handoff. How much of that still needs your personal attention? In this masterclass, Gerald Zankl walks you through practical use cases showing how AI agents can support Sales and Customer Success teams: preparing for customer meetings, syncing conversation insights to your CRM, drafting follow-ups, and mapping out next steps. You’ll also discover how customer conversations can power targeted coaching and surface at-risk deals, churn risks, and upsell opportunities. The real value comes from connecting these capabilities. How does a customer’s comment become a CRM update, an actionable task, or an alert to the right team? What data and integrations make it possible? And where should a human review and approve? You’ll leave with practical use cases and a clear understanding of which tasks you can hand over to AI agents, so you can spend less time on follow-up work, make better decisions, and focus more on your customers.
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Keynote Sales
11:30 Beyond Time Savings: Sell Better with Revenue AI
AI is making revenue teams faster. But is it making them more effective?
Saving time on CRM updates and call prep doesn’t automatically increase revenue per rep. That takes better selling: larger deals and faster sales cycles.
Daniel Delderfield takes you behind the scenes of Gong’s own revenue organisation. See live how AI agents help ICs sell better, managers identify coaching opportunities, and CROs gain visibility into deal risks and forecast confidence.
You’ll leave with:
- A framework to distinguish AI efficiency from revenue impact
- The signals that show whether AI is improving sales execution, not just saving time
- Practical AI agent use cases from rep to CRO
More than 5,000 companies already trust Gong including Anthropic (64% higher seller productivity), Personio (forecasting accuracy of 99%) and Frontify (30% higher lead conversion). Join us to find out how.
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Keynote Sales
12:00 AI That Can Act: Why MCP Matters for Sales
Generative AI can answer questions and create content. But for AI to become truly useful at work, it needs access to the business context, data and tools where work actually happens. In this session, we’ll demystify AI agents and Model Context Protocol (MCP), explain how MCP connects AI with business applications, and explore what this means for sales and service teams. Through practical examples, we’ll show how an AI assistant can move beyond generating an answer to retrieving customer context, working across CRM and service systems, and taking authorised actions, while keeping permissions and control in place.
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Keynote Sales
12:30 AI in Field Sales: Turning Customer Conversations into Revenue Intelligence
Every field sales rep carries valuable knowledge after a customer visit: what the client is planning, where competitors stand, which deals are taking shape. The problem is that this knowledge rarely gets captured in any structured form. CRMs stay incomplete, leadership makes decisions without field intelligence, and sales managers lose sight of what is actually happening on the ground.
VoiceLine is the Field Intelligence Platform that closes this gap. After each visit, reps spend a few minutes with the AI assistant, which automatically creates CRM entries, prepares visit reports and briefings, and generates coaching insights for sales leaders. Across all conversations, the platform builds an aggregated picture of the market, giving leadership a view into what their teams are actually experiencing in the field.
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Keynote Service
10:00 8 Arms But Zero Grip: Stop Hoarding Data, Start Driving Action
Almost every company now uses AI to transcribe customer conversations and generate summaries. But what happens to this valuable data afterward? Usually: absolutely nothing. They end up as unstructured text blocks or cryptic data dumps in the CRM that no agent can work with operationally. You collect massive amounts of data points but fail to put them to work. In this practical deep dive, Dominik Holoubek shows how to find a way out of the data dead-end. He demonstrates how to transform dead transcriptions and barren text deserts into structured, actionable data. Discover how to not just collect your insights, but finally get a real grip on them.
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Keynote Service
10:30 The State of agentic AI Automation in Customer Experience: how the top 15% are achieving higher ROI
AI adoption has surged, but most organizations are still struggling to turn it into meaningful customer and business outcomes. New global research from Talkdesk and NewtonX reveals the gap: only 15% of organizations have reached the point of orchestrating agentic AI across the customer journey. So what separates organizations experimenting with AI from those actually seeing results? Discover how agentic AI and orchestration leaders are creating real impact—they are 4x more likely to report major CSAT/NPS gains and roughly twice as likely to drive retention and cost efficiency.
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Keynote Service
10:45 The new hire is an AI. We’re onboarding it live.
One new colleague, four channels, no onboarding week: Daniel Selbach and Martin Jeschar show how AI assistants support phone, WhatsApp, email and website. They'll set one up live on stage – from the first briefing to the first customer conversation. That's all the onboarding AI really needs.
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Keynote Service
11:00 Customer Service Reimagined: What AI Changes Next
AI is fundamentally transforming customer service: From automating individual processes to creating entirely new service experiences. In this masterclass, Christopher Harms, Principal Sales Engineer at Zendesk, explores the opportunities AI creates for businesses and how it can help deliver more efficient, intelligent, and customer-centric service.
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Keynote Service
11:30 30 real-world learnings for AI agents that actually deliver
AI agents promise a lot, but real impact only emerges when they are properly designed, integrated, tested, monitored and continuously improved. This masterclass covers 30 concrete learnings from the field: from use case selection and human oversight through data quality, latency and monitoring to scaling, compliance and measurable customer service impact.
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Keynote Service
12:00 More Practice, Less Hype: How Companies Save Time and Boost Revenue with Salesforce and AI
More than half of all companies use AI, yet only a few achieve measurable results. Drawing on two customer projects, this talk shows how Salesforce and AI save time in day-to-day work: with voice-based visit reports and with automated order processing all the way into SAP. It also presents five success factors for your own implementation.
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Keynote Service
10:00 How Did That Work Again? Keeping Knowledge in Customer Service
“How did that work again?” – in many service teams, this question keeps landing with the same experienced colleagues. Modern helpdesk systems can already show which answers are missing. But finding a gap is not the same as closing it: someone still has to write the guide – and the most experienced people have no time for that. What your team can’t find, no AI agent will find either. In 15 minutes, Dr.-Ing. Enrico Pannicke uses a case from technical service to show how an open question reaches the experienced field colleague via a link, how he records his technique on the device with the MESHwerk app in a few minutes, and how the AI turns it into a finished guide – without anyone writing an article. Bring the question your team is asked most often: at booth N01, it goes up on the wall.
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Keynote Service
10:15 How E-Commerce Brands Automate Their Customer Support
More revenue means more tickets, and until now more tickets meant more people. Johannes Mansbart, Co-Founder & CEO of Chatarmin, uses real numbers from real inboxes (Zelesta, Babossa, Fellstern and others) to show how e-commerce brands automate their customer service with AI. At the core is a three-pillar model: what the AI handles fully on its own (order status, invoices, returns), where it drafts replies and the team decides, and what deliberately stays with people. Plus: how Zelesta went from 0 to over 45% automation in just a few months.
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Keynote Service
11:00 The Goldmine in Customer Service: How Trust, Employee Participation, and AI Together Unlock New Potential
How can AI, employee participation, and trust work together? This session explores how organisations can turn customer interactions into a strategic asset, empower employees with AI-driven support, and successfully navigate regulatory and workplace requirements in the DACH market. Through the latest CX trends, real-world examples, and live demonstrations, you'll discover how modern AI-powered Customer Experience solutions can drive measurable business value while fostering transparency, employee trust, and collaboration.
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Keynote Service
11:30 From Concept to Agentic Customer Service in 58 Days: The Arxada Story
58 days. Three continents. One connected customer experience. Discover how Arxada moved customer service to Microsoft Dynamics 365, integrated it with SAP, and went live simultaneously across the Americas, Europe, and APAC. In this masterclass, Arxada, Microsoft, and Visionet reveal what made the rapid launch possible. You will also see how service, sales, and marketing now collaborate on one platform—and how Copilot and Agents are already reducing manual effort in customer service. Join the session for practical lessons from a transformation delivered at speed and scale.
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Keynote Service
12:00 Greater security. Less effort. – lmbit Security extensions for Matrix42
Whether it’s compromised accounts, detected vulnerabilities or suspicious files: the lmbit extensions for Matrix42 translate security information from trusted security vendors such as Pentera directly into automated actions, thereby ensuring greater transparency, assessment and a faster response in day-to-day IT operations.
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Keynote
09:30 Next Level Leadership: How Gamification Is Redefining Employee Motivation and Measurably Increasing Customer Loyalty.
Motivate your team not through targets, but through experiences.- Why traditional leadership approaches no longer work today
- How gamification positively impacts employee motivation, service quality and customer satisfaction
- Practical examples and concrete implementation approaches from the retail and service sectors
- Insights that leaders can immediately apply to their teams -
Keynote Service
10:30 Context Over Tools: Why Service AI Agents Can’t Solve Problems Without Real Customer Data
Buying an AI model is easy. Without context, though, it's just an expensive answer machine. Companies have what external tools lack: they know their customers, their contracts and their open cases. When AI draws on that knowledge across every part of service, from self-service to the contact center to field service, it can act on its own and give your teams the full picture when a case gets complex.
In this keynote, we'll show live why context matters more than tools. You'll see how a shared data foundation ties together the entire service process, from identification and routing to case handling and follow-up, and how AI agents take action autonomously while supporting your teams where it counts.
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Panel discussion
11:00 The Tool Jungle in Customer Service – What Really Works?
How modern service teams design their tool landscape efficiently – from CRM and ticketing systems to collaboration platforms – to break down silos and sustainably boost productivity.
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Panel discussion
11:45 Diversity in Customer Service – How Diverse Teams Make the Difference
How do different perspectives and backgrounds in service teams strengthen empathy and customer satisfaction?
Which leadership approaches help embed diversity sustainably in team culture, collaboration, and performance?
Claudia Bose Delme-Werkstätte
Sabine Thür-Jung Clariant SE
Daniel Trabel Thermo Fisher Scientific
Ute Bartelt Tchibo
Kevin Hackl Bayer
Presentation:
Carsten Hilbers
Pluxee Deutschland & Österreich
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12:15
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13:45
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14:45Keynote
In medical sales, mistakes don’t cost deals – they cost lives. What this means for trust, leadership, and responsibility in sales.
This keynote reveals why sales in medical technology is fundamentally different. When decisions can affect human lives, trust becomes the most critical currency — trust in the brand, in customer relationships, and in the people who sell. And this is where leadership begins: as the true source of trust, mindset, and responsibility.
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15:15Panel discussion
Hybrid & Remote Sales: New Formats, Challenges, and Opportunities
How sales is evolving toward remote and hybrid working, which communication and collaboration models have proven effective, and how sales teams can stay closely connected in the long term.
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16:00
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16:30Panel discussion
Sales Under Pressure – How Mental Health and Resilience Safeguard Performance
Why pressure in sales is increasing, how psychological strain impacts performance, and which strategies teams and leaders can use to ensure sustainable well-being and long-term success.
Axel Pollmanns conSensio - Consulting & Training
Philipp Gruner GEA Group
Julia Goldt Page Executive
Dragan Rangelovic PANGEA
Presentation:
Gianna Di Lorenzo
conSensio I ESMT Berlin
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17:15Keynote
less processing – more selling: ACO's Transformation Towards a Sales-Active Customer Service Organization
How can a traditional back-office organization become a true growth engine? In this inspiring keynote, ACO shares its transformation journey from cost center to profit center. By redesigning processes, leveraging an integrated Microsoft platform, and empowering employees to actively support sales, administrative work is reduced while customer-facing activities increase. Discover how digitalization, automation, and organizational change free up capacity for value-creating tasks, unlock new revenue opportunities, and redefine the role of Customer Service in the construction industry. A practical and thought-provoking story of transformation with measurable business impact.
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17:45
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.-
Keynote Sales
14:15 Agentic AI rewiring complex indirect sales
Most AI in sales today helps the direct seller: faster emails, better call prep, more time with customers. In many industrial companies, though, a large share of revenue moves through dealers and distributors, configured products and tenders.
Those motions still run on email, spreadsheets and a few experts who know the rules. This masterclass shows what changes when AI agents take on that complexity and your people keep the customer relationships.
You leave with:
- A clear view of where AI pays most beyond direct sales
- How to measure impact on volume, conversion, time and trust
- Three questions to take to your team on Monday
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Keynote Sales
14:45 AI + CRM: Everyone’s talking about it. But what actually works?
AI in CRM offers enormous potential – and the market is full of promises. However, what matters is not how many AI features a system has, but how effectively companies use them. In this masterclass, we’ll use real-life client projects to demonstrate how AI in monday CRM is already supporting sales processes, reducing manual tasks and making customer relationships smarter. You’ll discover which use cases really make a difference, where the limitations lie and how to get started in practice.
Less theory, more practice: this is how AI in CRM becomes a genuine competitive advantage. -
Keynote Sales
15:15 Great customer service can't be automated? Think again. What it takes for AI agents to actually improve service
Long wait times, the same questions over and over, and a team with barely any time left for the tricky cases: many service departments know this all too well. AI agents could take some of the load off, but implementation often gets in the way. Writing prompts, connecting systems, bringing employees on board: it all sounds like a major IT project. Vanessa Nagel, Solution Consultant at sipgate, shows that it doesn't have to be. She explains the building blocks an AI agent needs in customer service: the right knowledge, a fitting tone, clearly defined tasks, and access to systems like the CRM. Using sona as an example, she shows how all of this can be set up without prompt engineering. She also shares insights from real implementation projects: how the first integration works, who needs to be involved, and how service teams are trained to keep developing the system on their own.
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Keynote Sales
16:30 The Best Buyer Experience Wins
This session explores how AI is changing B2B buying. Buyers increasingly research on their own with AI, yet still want a well-prepared human seller to guide and validate decisions. We’ll look at how AI-powered enablement helps field sellers deliver a better buyer experience, and see it in action through real-world examples.
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Keynote Sales
17:00 The Uncomfortable Truth: Why AI in Sales Fails Without an Execution System
AI is creating plenty of motion in sales, but little measurable performance. In this masterclass, we show why that gap exists and how to close it. What to expect: A reality check: Why buyers are overwhelmed and sellers are falling behind, backed by current market data. Two uncomfortable truths: Why AI agents only work on a foundation of governed content and a real workflow, not as “yet another portal”. The shift from preparation to performance: How AI moves from helping sellers find content to orchestrating execution across the whole meeting lifecycle. In a Live demo: you will see AI-powered meeting preparation, content recommendations grounded in approved content, and automated follow-up, all in one connected flow. Takeaways: A clear view of proven outcomes for sales leaders, plus two exclusive reports to read afterwards.
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Keynote Service
14:00 Humans on the line - Why the most human calls are also the most automated
Most automation conversations start with the wrong question: “What do we automate next?” The more valuable question is which calls demand focused human attention. Pierce Buckley, CEO of babelforce, explains why, even in an AI world, the right answer is often still a human-to-human conversation. The twist is that those conversations need maximal automation at every other stage – before, during and after the call – to be efficient, effective and part of an excellent customer service landscape. Drawing on a real customer example, he shares a simple rule of thumb for spotting the calls worth keeping with people.
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Keynote Service
14:15 Personal, without getting personal. AI agents in outbound sales: from dialogue to results.
A reminder sent by post is impersonal and very formal. Discussing outstanding invoices can be an awkward experience. But what if customers could resolve such issues directly through a natural, discreet dialogue?
Intelligent outbound AI agents go far beyond automated calls: they conduct personalised conversations, offer tailored solutions and initiate specific follow-up actions – from agreeing payment plans to arranging a callback.
We demonstrate how AI agents are empowered to act - through MCP and controlled access to company data and processes - and are orchestrated with data sovereignty via the CreaLog platform, across all communication channels and follow-up actions.
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Keynote Service
14:30 The sound of Customer Experience: What AI agents reveal about your customers
What turns a phone call into an experience that wins customers over? And what do those calls tell you that your CRM never will? In this live masterclass on the Parloa platform, you’ll see how conversations surface what customers really care about, and how a Voice AI agent acts on it.
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Keynote Service
16:15 Not every ticket needs a human. Why Hiring More Service Staff Isn’t a Strategy.
Together, dennree and SIEVERS demonstrate how increasing request volumes can be managed through smarter service processes: intelligently routing inquiries, automating routine cases, and freeing up employees to focus on the issues where their expertise really matters.
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Keynote Service
16:45 #NextLevel | The end of ‘either/or’ – why EWE set up its own service company and what others can learn from it
Two years ago, EWE and Deloitte reported on the successful transformation carried out as part of KIM26 at the Service Summit. However, as the transformation achieved success, a new strategic question arose: what capabilities must companies possess themselves in future to be able to actively shape customer service in an era of AI, rising customer expectations and growing pressure to innovate?
In this masterclass, EWE and Deloitte offer exclusive insights into the next major step in their development: setting up their own service company. Find out why EWE deliberately chose a new path between traditional outsourcing and full reintegration, what challenges and decisions shaped the set-up process, and why the organisation achieved its target performance level after such a short time.
Look forward to an honest account of the transformation, concrete lessons learnt from real-world experience, and insights into the key management question facing many companies: Which capabilities should be strategically embedded in-house in future – and which should not?
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Keynote Service
17:30 Customer Support Reinvented in 6 months: A Case Study in AI-Driven Service Management
Discover how we transformed Customer Support in just six months by consolidating two legacy service management platforms into a single, Matrix42 built solution. Learn how we redesigned every major support process, restructured teams, and modernized operations while keeping business continuity intact. What made this transformation different was our AI-first mindset: every data model, configuration and workflow decision was evaluated through a single lens, will this make AI more effective? The result was an AI-native service organization with streamlined workflows, unified data, and a foundation for autonomous service management. Join us to explore the lessons learned, challenges overcome, and measurable impact of putting AI at the center of transformation.
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Keynote Service
13:45 The Production Gap: Why Enterprise Voicebots Fail After Week Three
Launching a voicebot used to mean hoping it would work for real callers. Would it understand them, complete the task, and respond fast enough? Voicemark by Sipfront calls your voicebot from outside the platform, just like a real customer, and scores every call on SIP and RTP performance, audio quality, conversation handling, task completion and compliance. You see what works and exactly what to fix.
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Keynote Service
14:00 Congstar Puts Customer Service into High Gear Lessons from the Service Center: Using AI and Salesforce to Deliver Faster Customer Service
How can AI be successfully implemented in customer service? Congstar and ilume share insights from a real-world project in the service center. The session explores practical implementation experiences and shows how Salesforce AI helps accelerate processes, reduce the workload of service teams, and handle customer inquiries more efficiently. What challenges need to be addressed, and which factors determine whether technological capabilities translate into real business value for customer service? Join us for practical insights and key learnings from the collaboration between congstar and ilume.
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Keynote Service
14:15 Sky is the limit: From your first AI Voice Agent to a live Zendesk workflow
The sky is the limit, as the legendary Notorious B.I.G. once said. But how high can you really get with an AI agent in customer service, without IT spending six months planning first?
We'll show two levels live: the quick start with Aircall AI Action, and the deep integration from Leafworks, who connected their agent to Zendesk via a custom API. You'll see what happens in the ticket while the call is still running, and leave with a clear idea of which level is right for you.
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Keynote Service
14:45 From Contract Award to Go-Live in Six Months: Voice and Email Bots at the Federal Employment Agency | What Regulated Industries Can Learn About Use Cases, Data Protection, and Change Management
Six months from contract award to live operation - for a project of this scale at a federal agency, that’s a tight schedule. We’ll show how it worked out anyway: which tasks are truly suitable for automation, how data protection is built in from the start rather than added as an afterthought, and why employees need to be on board early on so that voice and email bots can become part of everyday life.
This presentation is aimed at anyone who is considering the use of AI in customer service and wants to know what really matters in practice. No flashy slides, just honest insights into a project that is now up and running.
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Keynote Service
16:15 Solve First, Sell Second: How AI Agents Are Changing Customer Interactions
It starts in the FAQ centre: a question that seamlessly turns into a conversation with an AI Agent. The result is a quick solution and, potentially, the next purchase. AI Agents bring service and sales together, understand the context and draw on centralised knowledge. We show how a simple touchpoint can become a key moment in the customer relationship.
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Keynote Service
16:30 Salesforce Contact Center by Bucher + Suter & MYCOM
See Salesforce Contact Center in action. In this hands-on masterclass, we’ll:
- A brief introduction to the partnership between MYCOM and Bucher+Suter
- Spin up a contact center live
- Take you inside the architecture and key integrations
- Share what we’re learning from pilot projects
- Show Bucher + Suter-powered Microsoft Presence Sync
Come see how it works, ask questions, and get into the technical details with us.
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Keynote
15:00 From hype to impact: How AI can really improves service and CX
AI has long since found its way into customer service, yet its impact often falls short of the promises made. Many people do not even see any benefit from AI in customer service and insist that AI should enhance the human experience rather than replace it. We should not, therefore, demonise AI in customer service, as it can make service staff more productive and customers happier. The keynote speech demonstrates that the difference rarely lies in the technology itself, but rather in how we use it. Participants will take away concrete principles from the keynote to strengthen their organisations with AI and enable a genuine impact.
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Panel discussion
15:30 Global Customer Service: Success Strategies in the International Environment
What defines global customer service, and how does it differ around the world? What adjustments are necessary to provide a consistent and outstanding customer experience globally?
Sylvia Homer Colder Products Company
Scott Wickware Microsoft
Mag. Franziska Voigtländer Viessmann Climate Solutions
Presentation:
Andrea Furuichi Maia
The I.S. Department (UK)
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Panel discussion
16:45 Proactive Service Through AI & Analytics
How companies use data, machine learning, and predictive analytics to anticipate customer needs and resolve issues before they arise.
Paul van Doorne Commerz Direktservice
Richard Hintertan FIR e.V. an der RWTH Aachen
Johannes Lober Zendesk
Presentation:
Madeleine Friedrich
mkk - meine krankenkasse
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19:00
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