dialog.kompakt

Artificial Intelligence Is Transforming Customer Journey Management / Genesys @ DIALOG! Compact (Online) #CCW2025Preview

Bots are not everything, even if it sometimes feels that way. In this interactive afternoon session, experts from Genesys and infinit.cx take a closer look at where artificial intelligence can already make a meaningful impact across the customer journey.   From strategic perspectives on AI adoption to practical use cases and live demonstrations, we'll explore how AI is reshaping customer service and customer experience. You'll gain insights into where AI delivers real value today, how organizations are putting it into practice, and what successful implementation looks like in real-world customer engagement scenarios.   Join us for practical insights, open discussion, and firsthand experiences from experts working at the intersection of AI, customer experience, and customer service innovation. Bring your questions and discover how AI is transforming the customer journey beyond the chatbot hype.

2:00–2:30 p.m.:
Impuls: The Impact of AI on Strategy & Transformation (Focus: Strategy | Markus Ring, Strategic Director Innovation EMEA | Genesys)
2:30–3:00 p.m.:
Presentation: The Value of AI-Driven Customer Journey Management (Focus: Practical Applications | Alexander Clarus, Sales Director AI-Driven Experience Transformation | Genesys, & Benjamin Gebauer, Head of Portfolio Development | infinit.cx)
3:00–3:30 p.m.:
Demo: AI @ Genesys Cloud CX (Focus: Practical Applications | Felix Schulze-Neuhoff, Senior Solution Consultant | Genesys)
3:30–4:00 p.m.:
Q&A and Discussion (All Participants)

Experten

Markus Ring
(Strategic Director Innovation EMEA @ Genesys)

Alexander Clarus
(Sales Director AI Driven Experience Transformation @ Genesys)

Felix Schulze-Neuhoff
(Senior Solution Consultant @ Genesys)

Benjamin Gebauer (Head of Portfolio Development @ infinit.cx) has been working as a customer experience consultant for more than 15 years. He explores new opportunities emerging from digital transformation together with customers and translates them into innovative solutions for the digitalization of customer service. For Benjamin, the evolving relationship between people and technology, particularly in customer service, creates exciting opportunities. He is passionate about helping customers and colleagues turn these opportunities into practical, value-generating solutions that enhance both customer experience and business performance.

Moderator

Kai Nörtemann (Head of Marketing @ infinit.cx) brings more than two decades of experience in the contact center industry, spanning application engineering, project management, consulting, presales, and portfolio management. He is also a respected blogger and industry analyst. Passionate about customer service and customer experience, Kai examines both the potential and the limitations of digital transformation. With a background in physics, he sees independent thinking and action as the foundation of meaningful progress and believes that authenticity is the key to lasting credibility.