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CFM in Focus: Your Contact Center Hears Everything. Are You Making Use of It? / Afternoon Forum

Your contact center is one of the most powerful sensors for customer experience. Yet valuable insights often remain trapped in teams, tools, and processes. The result: recurring complaints, slow response times, and improvements driven more by intuition than measurable outcomes.   In this infinit.cx Afternoon Forum, you'll learn how modern Customer Feedback Management helps organizations centrally consolidate customer feedback from multiple channels, assign ownership, and manage follow-up actions with full transparency.   Together, we'll explore how conversations, sentiment, and emerging topics can be transformed into meaningful action. You'll see how root cause analysis, AI-powered insights, and effective reporting help connect CX initiatives to ROI and tangible business value.

Anmeldung

14:00 – 14:30:
Six Customer Feedback Management Challenges and How to Master Them in 2026 (Keynote, Stefan Kolle, Practice Lead Advisory | infinit.cx)
14:30 – 15:00:
Which of These Challenges Sound Familiar, and How Are You Addressing Them? (Breakout Sessions, All Participants)
15:00 – 15:30:
How Sprinklr CFM Addresses These Six Challenges (Demo, Felix Katz, Senior Solution Consultant | Sprinklr)
15:30 – 16:00:
Discussion & Q&A: The Value and Limitations of Customer Feedback Today (Open Discussion & Q&A, All Participants)

Speaker

Stefan Kolle (Practice Lead Advisory | infinit.cx)

Felix Katz (Senior Solution Consultant | Sprinklr)

Yash Aakash Motredja (Solution Consultant | infinit.cx)

Julia Löbel (Solution Consultant | infinit.cx)

Moderator

Kai Nörtemann (Head of Marketing @ infinit.cx) arbeitet seit über 20 Jahren in der Contactcenter-Branche - u. a. als Applikationsingenieur, Projektleiter, Berater, in Presales und Portfolio-Management, als Blogger und Analyst. Er setzt sich mit den Möglichkeiten und Grenzen der Digitalen Transformation in Kundenservice und Customer Experience auseinander. Eigenständig denkende und handelnde Menschen sieht der Diplom-Physiker als Schlüssel zu wirklichem Fortschritt an. Glaubwürdigkeit entsteht für ihn aus Authentizität.