Agenda 2025

Event opening and welcome from organizers.

Time for networking! Exchange ideas outside the presentations and make new contacts with visitors. 

In this panel, experts will discuss how companies can successfully implement omnichannel successfully implement omnichannel strategies to deliver a consistent and seamless customer experience. We will shed light on the integration of online channels, the use of data analysis for personalization and the role of modern and the role of modern technologies such as chatbots and CRM systems.

The challenges involved in implementing such strategies will also be strategies will be addressed and solutions presented.

We are offering an exclusive masterclass for a more intensive examination of selected topics. The thematic focus will be announced shortly and promises in-depth analysis and practical insights. The masterclass offers a unique opportunity to exchange ideas with experts and like-minded people in a smaller, interactive setting.

Delivery delays, failed system rollouts, market disruptions – many organizations are all too familiar with this kind of permanent crisis. When processes falter, leadership fails, and motivation dwindles, it quickly becomes clear whether real leadership is being practiced – or whether it’s just "leadershit": responsibility ping-pong, lack of presence, and self-imposed limitations.

This talk isn’t about textbook theories. It’s about real-life experiences from the business world. With honesty, clarity, and a dose of self-irony, we share how we navigated difficult periods over the course of several years – and what we ultimately learned about what true leadership really means in challenging times.

Time for networking! Exchange ideas outside the presentations and make new contacts with visitors. 

In a dynamic service landscape, continuous employee training is crucial for success. In this panel, experts will discuss innovative approaches to upskilling service professionals.

We will highlight digital learning formats, interactive training and personalized development plans that enhance employees' skills and prepare them for future challenges.

We are offering an exclusive masterclass for a more intensive examination of selected topics. The thematic focus will be announced shortly and promises in-depth analysis and practical insights. The masterclass offers a unique opportunity to exchange ideas with experts and like-minded people in a smaller, interactive setting.

Time for networking! Exchange ideas outside the presentations and make new contacts with visitors. 

Delivery delays, failed system rollouts, market disruptions – many organizations are all too familiar with this kind of permanent crisis. When processes falter, leadership fails, and motivation dwindles, it quickly becomes clear whether real leadership is being practiced – or whether it’s just "leadershit": responsibility ping-pong, lack of presence, and self-imposed limitations.

This talk isn’t about textbook theories. It’s about real-life experiences from the business world. With honesty, clarity, and a dose of self-irony, we share how we navigated difficult periods over the course of several years – and what we ultimately learned about what true leadership really means in challenging times.

We are offering an exclusive masterclass for a more intensive examination of selected topics. The thematic focus will be announced shortly and promises in-depth analysis and practical insights. The masterclass offers a unique opportunity to exchange ideas with experts and like-minded people in a smaller, interactive setting.

Time for networking! Exchange ideas outside the presentations and make new contacts with visitors.

Several workshops will be held in parallel to explore various topics in greater depth. Practical topics will be developed in small groups. Participants will gain valuable ideas and solutions that they can implement directly in their day-to-day work.
 

Change is not a one-off event, but a continuous process - and it always starts at the top. In this keynote, we will shed light on why successful change processes depend largely on leadership and how managers can act as drivers of change.

You will learn:
           - Why change doesn't work without leadership
           - What role mindset, communication and role model function play
           - How to recognize resistance and transform it into positive energy
           - Why customer centricity and digitalization are key to sustainable success

With practical examples and concrete strategies, you will receive valuable impulses to actively shape change processes in your company - courageously, clearly and with real added value for your team and your customers.

In today's technology-driven world, Artificial Intelligence (AI) is increasingly becoming the key to transforming customer service and experience. In this panel, industry experts will discuss how AI-powered solutions can help increase efficiency, improve customer satisfaction and create personalized experiences