boXenstopp

AI & Analytics: Better Bot CX Through a True Closed-Loop Approach | boXenstopp #43

A successful bot is never finished. Effective Conversational AI solutions are continuously monitored, analyzed, optimized, and refined.The session presented a standardized yet flexible analytics approach that creates a closed-loop improvement process. It covered performance measurement, friction analysis, data-driven journey optimization, automation quality, customer satisfaction, and scalable governance. Only a continuously optimized bot remains a good bot.

Experten

Sabine Neugebaur
(Lead Solution Consultant @ infinit.cx)

has been working as a Customer Experience consultant for more than 20 years. Her current focus is on evaluating and piloting emerging technologies that optimize the collaboration between humans and machines and support the automation of customer service processes through AI-powered solutions.
 
Passionate about innovation and practical application, she helps organizations identify, validate, and implement new technologies that improve service efficiency while delivering better customer experiences. Through her work, she bridges the gap between technological possibilities and measurable business value.

Steffen Biecker
(Lead Consultant @ infinit.cx)

has been advising organizations on Customer Experience initiatives for more than 15 years. Working at the intersection of business and IT, he helps organizations drive digital innovation in customer service, with a focus on messaging, conversational AI, automation, and BI-driven analytics and applications.
 
Drawing on extensive experience from both the business and technology worlds, Steffen combines strategic thinking with practical implementation expertise. He is passionate about identifying emerging opportunities, turning innovative ideas into effective solutions, and helping organizations scale them successfully in day-to-day operations.

Moderator

Kai Nörtemann
(Head of Marketing @ infinit.cx)

has been working in the contact center industry for more than 20 years, with experience spanning application engineering, project management, consulting, presales, portfolio management, as well as roles as a blogger and industry analyst.
 
His work focuses on exploring both the opportunities and limitations of digital transformation in customer service and Customer Experience. Holding a degree in physics, Kai believes that real progress comes from people who think independently and take action. For him, credibility is built on authenticity, making it a guiding principle in both his professional and personal approach.