Customer Impact Summit: Fix areas: 10 challenges in customer management

10 Fix Areas, 10 clearly defined challenges from customer management.
Each Impact Partner is assigned to the challenge that they really solve - not a product category.
This way, you know at a glance who is addressing your topic and the conversations start where it counts for you.

Find your Fix Area now!

AI & Systems Operating Model Workforce Customer Experience

AI & Systems

How to effectively integrate and control AI

Scaling

Scaling AI, but how? Pilot is running - the path to follow is missing

The challenge

Successes cannot be transferred or rolled out in a stable manner. Pilot projects deliver results, but company-wide implementation is lacking. Scaling fails due to governance, data quality and a lack of knowledge management.

We fix

AI Scaling

Knowledge Management

Content Strategy

AI Training

Governance

Your fix

You will know how to scale AI in a structured way with a clean knowledge base as a foundation and clear structures for operations.

Agents

AI remains isolated instead of effective

The challenge

Your AI works selectively - there is no real impact. Autonomous AI agents are replacing isolated automation solutions. Multi-agent systems are not yet used in an orchestrated way.

We fix

Agentic AI

Multi-Agent Orchestration

Decision Logic

Human-in-the-Loop

Your fix

You will be able to judge how networked AI agents control processes independently and where you consciously retain human control.

Integration

Systems and data do not work together

The challenge

Silos prevent a consistent customer experience. CRM, automation and channels are not consistently connected Service processes fail due to a lack of system integration

We fix

Service architecture

CRM integration

Omnichannel

Data orchestration

Cloud telephony

Your fix

You will understand how to connect systems, data and channels to create an integrated service architecture without disruptions.

Governance

Control and responsibility are unclear

The challenge

However, AI makes decisions without clear rules and transparency. Responsibility, liability and regulation are not clearly regulated. Data quality and decision-making logic are missing as a basis for control

We fix

AI governance

Risk & compliance

Decision logic

Data strategy

Regulation

Your fix

You will establish governance structures that ensure responsibility, quality and security in the use of AI.

Operating Model

How to restructure your organisation and management

Orchestration

Customer journeys break at interfaces

The challenge

Departments and systems work side by side instead of together. Customers experience disruptions between channels, teams and systems. End-to-end control is missing despite existing technology

We fix

Customer Journey Orchestration

Touchpoint Management

Process Architecture

Omnichannel

Your fix

You will understand how to orchestrate all touchpoints in an integrated and context-based way to create an end-to-end customer journey.

Transformation

Structures slow down your development

The challenge

Your organisation is too slow to meet new requirements. Existing roles, processes and management models no longer fit. AI and new service models require active organisational development. Outsourcing and delivery models need to be rethought.

We fix

Service Operating Model

Org Design

Human-AI Collaboration

BPO & Managed Services

Change

Your fix

You will develop a clear target image of how your service organisation will be structured in the future, both technologically and in terms of people.

Workforce

How to get your team ready for the new customer dialogue

Skills

Skills for AI are missing

The challenge

Your team is not sufficiently prepared for new requirements. Role profiles are changing fundamentally due to AI. Building new competences is not a strategic priority. Service is becoming increasingly difficult to fill and retain.

We fix

Skills Development

New Roles

Workforce Strategy

Recruiting & Retention

Employer Journey

Your fix

You will understand which skills are crucial in an AI-supported service world and how you can build them up in a targeted manner.

Enablement

Teams are overloaded, AI doesn't help properly

The challenge

Potential remains unutilised and processes inefficient. AI tools are introduced but not effectively integrated. Employees are overloaded instead of relieved

We fix

Agent Assist

Workforce Enablement

Skills

Service Operations

Produktivitätssteigerung

Your fix

You will know how AI works as a real assistance system - for better decisions, greater efficiency and noticeable relief.

Customer Experience

How to manage customer experiences in a targeted manner

Journey

Customer experience is not consistent

The challenge

Customer experiences differ greatly depending on the channel. Channels, data and interactions are not combined into a coherent experience. Self-service creates efficiency, but not acceptance

We fix

Customer Journey Design

Multiexperience

Self-Service UX

Adoption & Change

Personalization

Your fix

You will know how to create seamless, cross-channel customer journeys consistently and with genuine acceptance.

Trust

Trust in AI and processes is lacking

The challenge

Scepticism and escalations slow down your service success. Complaints become more emotional, more public and more difficult to manage. Traditional escalation logic falls short. Transparency and traceability of AI decisions are lacking