Two stages. One goal: better decisions.
20-21 October 2026 - XPOST Cologne
Opening hours:
Day 1: 9 AM–6 PM | followed by party 6 PM–11 PM
Day 2: 9 AM–5 PM
Are you ready for the next step?
We are currently finalising a programme that truly deserves the name "Impact".
Experience a mix of inspiration and deep dives, tailored to the 10 Fix Areas.
Stay tuned! We set new standards for your customer experience journey.
20.10.2026
09:45
Hero Stage
Transformation
AI: between promise and reality – what the technology really means.
Elisabeth L'Orange
|
Top 15 Women in AI in Germany
20.10.2026
09:45
Impact Stage
Agents
Sovereign agents, genuine data sovereignty: Why the high-end sector doesn’t need cloud giants
Alyosha Niazi-Shahabi
|
NFON AG
20.10.2026
10:15
Impact Stage
Agents
One prompt, five requests, no result: where single-prompt tools fall short and what the future looks like
Kevin Dees
|
BOTfriends
20.10.2026
10:30
Hero Stage
Orchestration
The last mile makes all the difference – How DPD Switzerland has turned customer contact into real added value
Hasan Yilmaz
|
DPD Schweiz AG
20.10.2026
10:45
Impact Stage
Orchestration
AI has changed customer expectations. So what now?
Lewe Zipfel
|
Genesys
20.10.2026
11:00
Hero Stage
Scaling
Enterprise voice AI that sounds like a human: the journey from prototype to scale
Lena Drubel
|
Deutsche Telekom
20.10.2026
11:30
Hero Stage
Orchestration
From a pile of paper to an AI-first service platform
Max Müller
|
MUUUH!
20.10.2026
12:00
Impact Stage
Integration
A reality check for customer service in the age of AI – and what else is in store for us?
20.10.2026
12:15
Impact Stage
Journey
Service where your customers already are: the recipe for success on WhatsApp
Martin Roesner
|
Simio by Alcmeon
20.10.2026
13:30
Hero Stage
Trust
Live Podcast: “Cheers to Honest Voices: Should We Trust AI That We No Longer Recognize?”
Elisabeth L'Orange
|
Top 15 Women in AI in Germany
Annika Schmidt & Anika Tannebaum
| Podcast Hosts "CX on the Rocks"
Gordian Braun
|
ElevenLabs in EMEA and Latin America
20.10.2026
13:30
Impact Stage
Integration
What Really Holds AI Projects Back. (Spoiler: It's not the data.)
20.10.2026
14:00
Hero Stage
Enablement
Excellent WFM in BPO: Successfully managing efficiency, quality and growth
Andreas Bopp
|
Peopleware GmbH
Michael Hornfischer
|
Loyalty Effect – Member of Reach Xcel
20.10.2026
14:00
Impact Stage
Transformation
Leading Customer Service in the Age of AI: How It Is Changing the Role on a Day-to-Day Basis
Taoufik Massoussi
|
Enghouse Interactive
Catherine Veillet Michelet
|
Bayard Presse
20.10.2026
14:30
Impact Stage
Transformation
Everyone’s talking about the impact of AI on customers. But does your operating model allow for that?
Michael Timmermann
|
Timmermann
20.10.2026
14:30
Hero Stage
Transformation
A Reality Check on AI in Customer Service: What works today, and what determines success?
Tillmann Pape
|
Sprinklr
Matthias Riveiro
|
TP Infinity Germany
20.10.2026
15:30
Impact Stage
Orchestration
There’s more to every interaction: how to make the most of it with orchestrated AI agents.
Martin Wild
|
ai.fctry
20.10.2026
15:30
Hero Stage
Orchestration
3 Years From Now: In three years’ time, it will no longer be humans leading AI, but AI leading the team.
Roland Schmidkunz
|
Zeitgeist Beratungsmanufaktur GmbH
Stefan Heidtmann
|
TP
Rüdiger Mühlhausen
|
TeleTalk
20.10.2026
16:00
Hero Stage
Governance
Between automation and responsibility: Secure AI for the customer service of tomorrow
Julia Heine
|
AdmiralDirekt
20.10.2026
16:15
Impact Stage
Agents
Solution Match: AI remains isolated rather than effective. How to integrate AI agents into your service to make a real impact
Same Fix Area, different approaches: Solution Match brings together several providers side by side in one session, so you can directly compare their solution approaches instead of having to evaluate them one by one.
Moderation: Manuela Micheli Liebsch
20.10.2026
16:30
Hero Stage
Scaling
Adoption beats architecture
What really makes AI work in customer service
Sushel Bijganath
|
octonomy AI GmbH
Oliver Hainke
|
Deichmann SE
20.10.2026
17:00
Hero Stage
Transformation
Start-up Talk
Ron Miedema
|
Polly.Help
Philip Panwinkler
|
goai GmbH
Maturin Craplet
|
CUSTOMER SERVICE OF THE YEAR
Anton Wickenheisser
|
Shareflix
Martin Wild
|
ai.fctry
21.10.2026
09:45
Hero Stage
Trust
Service from person to person – When fans become service heroes
Nermin Gnam
|
Einhell Germany AG
21.10.2026
09:45
Impact Stage
Agents
Artificial Intelligence in Customer Service – Between the ‘Wow’ Factor and ‘What-the-Fail’
21.10.2026
10:15
Hero Stage
Trust
Versicherungskammer Bayern and Genesys
A joint case study on a cloud migration and its impact on staff, customer trust and organisational transformation
Daniel Karadza
|
Genesys
Max-Josef Trautinger (Dr)
|
Versicherungskammer Group
21.10.2026
10:15
Impact Stage
Journey
Controlled automation in day-to-day service operations – where can AI really help?
21.10.2026
10:45
Impact Stage
Agents
Stop Deflecting, Start Resolving: Voice agents in real-world use at Deutsche Telekom, Klarna and Revolut
Gordian Braun
|
ElevenLabs in EMEA and Latin America
21.10.2026
10:45
Hero Stage
Orchestration
AI in customer service and dealing with ‘best agers’
Christoph Böhler
|
MADELEINE
21.10.2026
11:15
Hero Stage
Transformation
How artificial intelligence is changing the world and what this means for customer service
Sascha Lobo
| Author, Podcaster, and Digital Thought Leader
21.10.2026
11:15
Impact Stage
Agents
From the initial idea to an AI agent: where do I start? We’re building an omnichannel solution in real time
Jan Schweizer
|
ITyX Solutions AG
Peter Michael Macherey
|
ThinkOwl
21.10.2026
11:30
Impact Stage
Agents
Autonomous rather than assisted: How AI is redefining customer service
Beran Kiyak
|
Verlag Nürnberger Presse
21.10.2026
12:15
Impact Stage
Enablement
Perfect Match – or: Which customer really needs you?
Annett Brückner
|
elevait GmbH & Co. KG
21.10.2026
13:00
Hero Stage
Transformation
Spatial transformation: from service centre to Human-AI Hub
Sandra and Michael Stüve
|
HCD
21.10.2026
13:30
Hero Stage
Trust
3 Years From Now: In three years’ time, your customers will prefer to communicate with AI rather than with your best agent.
Gordian Braun
|
ElevenLabs in EMEA and Latin America
Sascha Lobo
| Author, Podcaster, and Digital Thought Leader
Sascha Wollenberg
|
Genesys
Rüdiger Mühlhausen
|
TeleTalk
21.10.2026
14:00
Hero Stage
Enablement
The bot worked. But the customer has left anyway.
Why green KPIs overlook the pivotal moments of the new customer journey.
Dirk Falszewski
|
Foundever
21.10.2026
14:30
Hero Stage
Transformation
Live Podcast: “Cheers to Failed Strategies: What AI Roadmaps Really Deliver in Customer Service”
Annika Schmidt & Anika Tannebaum
| Podcast Hosts "CX on the Rocks"
Thomas Wind
|
Genesys
Christian Underwood
| Strategist, AI thought leader, entrepreneur & podcaster
21.10.2026
14:30
Impact Stage
Integration
Solution Match: Systems and data aren’t working together. How to integrate your service landscape seamlessly
Omar Najjarine
|
TP
Manuela Micheli-Liebsch
|
TeleTalk
Rüdiger Mühlhausen
|
TeleTalk
Liam van der Viven
|
botBrains
21.10.2026
15:00
Hero Stage
Transformation
Hope is not a strategy. From strategic AI decisions to real impact.
Christian Underwood
| Strategist, AI thought leader, entrepreneur & podcaster
21.10.2026
15:30
Hero Stage
Agents
From AI pilot to international roll-out: Beurer’s journey towards scalable customer service
David Eberle
|
Typewise
Heike Hocks-Hamdorf
|
Beurer
21.10.2026
15:30
Impact Stage
Agents
How an automotive glass franchise with 400 branches ensures it is accessible without setting up a call centre
The AI Voice Agent roll-out by Wintec and Tenios
Gregor Mohr
|
Tenios GmbH
Philipp Lautenschläger
|
Wintec Autoglas
21.10.2026
16:00
Hero Stage
Transformation
Start-up Talk
Maturin Craplet
|
CUSTOMER SERVICE OF THE YEAR
Ramin Varnhorn
|
claim.me powered by Seven Senders
Christoph Giese
|
Archie.cx
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