boXenstopp

CX Operating Model: What Is It, and How Is It Impacted by AI in the Engagement Center? / boXenstopp #46

AI is more than a new technology. It is a catalyst for business transformation. That means organizations can no longer rely on a “business as usual” approach when introducing Agentic AI and other AI-driven capabilities.   In this session, we examine the key challenges companies face when modernizing their service centers, especially when AI becomes part of a larger platform transformation rather than a simple extension of existing systems. Join us to learn what successful organizations do differently and how to prepare for the next generation of customer engagement.

Experten

Franziska Weber
(Senior Customer Success Managerin @ infinit.cx)

has been working with customers and solution providers in consulting and product environments for more than 15 years. She specializes in implementing modern digital processes and business-driven IT solutions that enable outstanding customer experiences.
 
Franziska is particularly fascinated by the new opportunities created through artificial intelligence and the interaction between people and technology. Her focus is on leveraging these innovations to design customer service experiences that are efficient, effective, and genuinely customer-centric.

Ralf Graf
(Lead Consultant Futurelab @ infinit.cx group)

inspires, empowers, and supports teams and organizations in creating and sustaining outstanding, seamless customer experiences. He achieves this by uncovering meaningful customer insights, developing profitable CX strategies, fostering customer-centric cultures, and implementing collaborative ways of working.
 
Over more than two decades of helping leading international brands transform their customer experience, Ralf has built extensive expertise across the CX landscape. His passion lies in enabling organizations to translate customer understanding into sustainable business success and deliver customer experiences that create lasting value.

Dr. Burkhard Berge
(Director Sprinklr Practice @ infinit.cx)

has been part of infinit.cx and its predecessor organizations since 2001, serving in a variety of roles. Drawing on extensive experience in test-driven development, as well as project and program management, he now leads business planning and the strategic partnership with Sprinklr.
 
Burkhard excels at building bridges between marketing, sales, and project teams, working closely with Sprinklr to create meaningful customer experiences. His goal is to turn ideas into tangible business value while helping shape the future of customer experience for his customers.

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.