FAQ

1. What does customer service do?

Customer service covers all measures related to handling customer concerns and inquiries. At the Customer Impact Summit, you will gain first-hand insights into how modern customer service can be made more efficient, faster, and more customer-centric through AI.

2. What is part of customer experience?

Customer experience includes all impressions and interactions along the customer journey. At the Customer Impact Summit, you will learn how to design the customer experience strategically and use it as a competitive advantage.

3. What is the difference between customer journey and customer experience?

The customer journey describes the individual touchpoints, while customer experience refers to how these touchpoints are perceived. At the Customer Impact Summit, you will learn how to optimally connect and strategically manage both perspectives.

4. What is the difference between customer care and customer service?

Customer service responds to inquiries, while customer care takes a proactive approach. At the Customer Impact Summit, you will gain valuable insights into how both approaches can be combined to achieve lasting customer satisfaction.

5. What is customer care?

Customer care refers to the long-term and holistic support of customers. At the Customer Impact Summit, you will learn how to use customer care strategically to strengthen customer loyalty.

6. What is customer self-service?

Customer Self-Service enables customers to resolve issues independently. At the Customer Impact Summit, you will learn how to implement AI-powered self-service solutions efficiently and truly meet customer expectations.

7. What is customer experience management?

Customer experience management systematically manages and optimizes all customer experiences. At the Customer Impact Summit, you will learn how to effectively bring together data, processes, and technologies.

8. How can AI be used in customer service?

AI in customer service automates processes, improves response times, and personalizes interactions. The Customer Impact Summit presents practical examples of how AI can be used successfully in customer service.

9. What is conversational AI?

Conversational AI enables automated, dialogue-based communication with customers. At the Customer Impact Summit, you will learn how conversational AI can be used efficiently in customer service.

10. Will AI replace customer service?

AI will not replace customer service, but expand it. The Customer Impact Summit is your ideal platform to learn how to use AI strategically to complement human strengths in customer service.