Martin Schmidt (Senior Project Manager | IONOS) is responsible for the technology landscape and implementation of the IONOS contact center based on Genesys Cloud CX. Holding a degree in Information Management and a Master's in Project Management, he sees technology as a key driver of innovation and considers himself a “business whisperer,” helping bridge the gap between operational teams and the future of outstanding customer service.

Svetlana Pavlova is a Senior Solution Consultant at infinit.cx, specializing in the design and implementation of voice and chatbot solutions that make customer service smarter and more efficient. She works extensively with platforms such as Genesys Cloud and Dialogflow, supporting projects from initial concept through deployment. Passionate about translating complex requirements into practical, user-friendly solutions, Svetlana excels at bridging the gap between technology and business needs, helping organizations create customer experiences that are both innovative and effective.

Michael Graffe (Country Manager IT Austria | Vaillant Group Austria GmbH) is a native German who has been embracing the Austrian language and culture for more than 20 years. His professional journey began in customer service, working as both a contact center agent and team leader before moving into IT. In 2008, he led the complete transformation of Vaillant Austria’s contact center technology environment, a responsibility that remains at the core of his work today. Combining hands-on customer service experience with deep technology expertise, Michael focuses on leveraging innovation to improve service operations and customer experiences at scale.

Michael Bohrsen (Head of Selfcare & Omnichannel Management | 1&1 Telecommunication SE) leads the Selfcare & Omnichannel Management division at 1&1 Telecommunication SE. The organization was established in 2020 to create the right balance between personalized service, emerging technologies, and digital customer service, while driving execution through a clear and structured transformation roadmap. Together with his team, he is responsible for turning strategic ambitions into practical customer experience initiatives, ensuring that innovation, automation, and human-centered service work hand in hand to deliver measurable value for both customers and the business.

Ahmed El-Bishbishyarcel (Head of Technical Enterprise Service | Vodafone) has spent many years driving Customer Experience, service quality, and customer-centric organizational development across a wide range of international environments. Throughout his career, his work has been guided by a central question: How can organizations move beyond customer satisfaction and create experiences that genuinely inspire customer loyalty and advocacy? Drawing on extensive experience at the intersection of operations, service excellence, and organizational transformation, Ahmed focuses on helping teams and organizations build the capabilities, structures, and mindset required to deliver sustainable customer value.

Marcel Klein (Senior Product Manager Digital Chat & Messaging Innovation & Development | Deutsche Telekom Service GmbH) At Deutsche Telekom, Marcel Klein focuses on a key question: How can digital customer communication through chat and messaging continue to evolve and deliver real value? His work centers on innovative messaging solutions, the application of AI in customer service, and transforming emerging technologies into scalable, real-world use cases. By combining strategic innovation with operational practicality, Marcel helps shape the future of digital customer engagement and ensures that new technologies create measurable value for both customers and service organizations.

Tanja Brinckmann (Head of Customer Support & Service | Rose Bikes) has been shaping customer service at ROSE Bikes for many years, with a particular focus on the after-sales experience, where high customer expectations, complex processes, and emotionally charged situations often intersect. By combining clear processes, targeted use of technology, and a strong feedback culture, she continuously evolves her organization toward service excellence. Her approach is centered on creating seamless customer experiences while empowering teams to deliver exceptional support at every stage of the customer journey.

Daniel Vollmer (Director IT | Rose Bikes) Since 2019, Daniel Vollmer has been responsible for the entire IT landscape at ROSE Bikes, from core infrastructure to the company’s digital process ecosystem. For the Director IT of the Bocholt-based bicycle manufacturer, technology is never an end in itself. Instead, he sees IT as the engine that powers exceptional customer experiences. With deep roots in the ERP world, Daniel now approaches the entire IT landscape through a customer-centric lens, aligning technology, processes, and innovation to create seamless experiences and support the continued growth of the business.

Hauke Janssen (AI Lead | Münchner Verein) is responsible for establishing and scaling AI solutions across employee enablement, customer engagement, and business processes at Münchener Verein. He brings nearly a decade of experience leading technology and transformation initiatives within the insurance industry. Hauke firmly believes that Conversational AI will play a key role in advancing customer service from the customer's perspective, enabling more accessible, efficient, and personalized experiences while creating measurable value for both customers and organizations.

Florian Lechner (Lecturer, Chair of Art in Architecture | Technical University of Munich) is a sculptor and abstract artist whose work explores the aesthetic questions of an increasingly digital and physically boundaryless world. Through his artistic research, he investigates how perception, space, and technology interact across physical, digital, virtual, visual, and sculptural environments. His practice spans hybrid forms and interdisciplinary processes that create abstract aesthetic experiences through experimental spatial arrangements and performative states. By combining artistic inquiry with emerging technologies, Florian develops new ways of experiencing and interpreting contemporary spaces and human interaction. www.florianlechner.eu

Stefan Grünzner (CEO | infinit group) For more than 20 years, Stefan Grünzner has been helping organizations transform customer service with a clear mission: customer service must be designed for customers while remaining economically sustainable for businesses. Together with customers and partners, he helps shape the journey toward the digitalization of customer service. At the center of his approach are the people who deliver and consume service, today and in the future. By combining strategic vision, technological innovation, and human-centered thinking, Stefan is committed to creating customer service concepts that are both effective and sustainable.

Stefan Kolle (Practice Lead Advisory| infinit.cx) For more than 20 years, Stefan Kolle has worked as a customer strategist, Voice of the Customer advocate, active listener, NPS practitioner, and innovation leader. He develops practical ideas and actionable concepts that help organizations create exceptional customer experiences and achieve tangible business results. His approach is simple: when customers receive the experience they expect and deserve, companies benefit from stronger loyalty, higher satisfaction, and greater willingness to recommend the brand. His motto: “Cut the crap.”

Ralf Graf (Lead Consultant Advisory Practice | infinit.cx) inspires, enables, and supports teams and organizations in creating and sustaining exceptional 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 chan Over more than two decades of helping leading international brands transform their customer experiences, Ralf has built deep expertise across Customer Experience strategy, operating models, organizational transformation, and customer-centric innovation. His passion lies in helping organizations turn customer understanding into measurable business outcomes and sustainable competitive advantage.