Blog on the Customer Impact Summit: Trends & Insights

AI transformation requires spatial transformation – an interview with HCD

01.10.2026

What will workplaces need to look like when AI transforms tasks, roles and processes in customer service? In this interview, HCD explains why AI transformation also requires spatial transformation, what lies behind the Human-AI Hub, and how this concept will come to life at the Customer Impact Summit.

Why outdated IT systems are becoming the biggest risk to the customer experience

15.09.2026

Outdated IT systems are increasingly becoming the biggest risk to a consistent customer experience. Genesys Germany uses the latest data to show why modern, cloud-based platforms are becoming essential for AI, orchestration and connected customer journeys – and what this means for your CX strategy.

Voice agents in customer service: Why speech is the most challenging interface

08.09.2026

Voice agents have the potential to fundamentally transform telephone customer service – provided they respond quickly, take action and understand the context of the conversation. Gordian Braun from ElevenLabs explains what really matters when it comes to successful voice agent projects.

AI in customer service: Why your newest employee is failing their probationary period

01.09.2026

Why do so many AI projects in customer service fail, despite the availability of powerful technology? René Jacobi from Diabolocom highlights the typical mistakes companies make during implementation – and explains how processes, knowledge and back-end integration play a part in this.

Customer experience knows no boundaries: Why AI must bring voice and text together

25.08.2026

AI is transforming customer service – but a genuine customer experience can only be achieved across all channels. In this guest article, Andreas Klug from ThinkOwl explains how voice, email and chat work together intelligently, making service processes faster, more efficient and more consistent.

Enterprise Voice AI: How voice AI makes your customer service more efficient, faster and more scalable

12.08.2026

Enterprise Voice AI can make customer service more efficient, faster and more scalable. We explain how to use voice AI effectively to automate routine enquiries, expand customer self-service and take the pressure off service teams – with real-world examples from Deutsche Telekom.

Making the service team more productive: how to take the pressure off your customer service staff

14.04.2026

An overworked service team costs productivity, motivation and customer satisfaction. Find out in this article how you can take the pressure off your service team and at the same time sustainably increase efficiency, employee satisfaction and customer experience.

Customer self-service: the dos and don'ts for customer-friendly self-help

07.04.2026

Customer self-service can become a competitive advantage - or a frustration trap: many self-service solutions fail due to poor implementation. Find out in this article how you can create real added value for your customers with the right dos and don'ts.

Agentic AI in customer service: How autonomous AI is revolutionising customer dialogue

31.03.2026

Agentic AI takes customer service to a new level: instead of just reacting, AI systems act independently, automate processes and proactively manage customer dialogue. We show you how to future-proof your customer service with Agentic AI.