boXenstopp

State of Conversational AI: Where Are We Today and What Should Organizations Pay Attention To? | boXenstopp #44

Conversational AI is here to stay. This session reflected on lessons learned from customer projects over the previous twelve months, covering consulting, implementation, and ongoing Customer Service Management.The discussion addressed where conversational AI delivers value, realistic expectations, implementation and operational challenges, evolving customer expectations, the role of people, and the capabilities required for successful scaling.The challenge is no longer proving that the technology works, but deploying it responsibly, scaling it effectively, and integrating it sustainably into customer service operations.

Experten

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

has been working with customers and technology providers for more than 15 years in both consulting and product-focused environments. She specializes in implementing modern digital processes and business applications that enable outstanding customer experiences and drive operational excellence in customer service.

She is particularly passionate about the opportunities created by the collaboration between humans and intelligent systems. Her current focus is on helping organizations leverage innovative technologies to create more efficient, customer-centric service experiences while ensuring that technology delivers tangible value for both customers and employees.

Benjamin Gebauer
(Head of Portfolio Development @ infinit.cx)

has been working as a Customer Experience consultant for more than 15 years. Together with clients, he explores new opportunities emerging from digital transformation and turns them into innovative solutions for the digitalization of customer service.
 
He is particularly passionate about the evolving relationship between humans and technology. For Benjamin, the changing interplay between people and intelligent systems presents significant opportunities to rethink customer service and create new forms of customer engagement. His goal is to help customers transform these opportunities into practical, scalable solutions that deliver lasting value.

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

inspires, enables, and supports teams and organizations in creating and sustaining exceptional, frictionless customer experiences. He achieves this by uncovering meaningful customer insights, developing profitable CX strategies, fostering customer-centric cultures, and implementing collaborative ways of working that drive lasting business impact.
 
Over more than two decades of transforming customer experiences for leading international brands, Ralf has built extensive expertise across Customer Experience strategy, organizational transformation, customer-centric innovation, and service excellence. His passion lies in helping organizations turn customer understanding into practical action and measurable business value.

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.