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i-CEM Customer Service Summit 2026 (online)

The leading event for customer service professionals and executives, featuring keynotes, expert presentations, real-world case studies, and panel discussions.   infinit.cx will be represented by a keynote from Stefan Grünzner as well as a presentation delivered by Benjamin Gebauer and Ralf Graf.

Anmeldung

Keynote: Let’s Build What’s Next: Taking CX to the Next Level

Successfully establishing AI in customer service means more than optimizing existing processes. It requires organizations to rethink how work gets done. Creating lasting impact starts with a clear vision that brings together technology, processes, and people, forming the foundation for sustainable improvements in customer experience. In this keynote, you'll learn why AI transformation is ultimately a business transformation and how organizations can move beyond isolated use cases to build a scalable, customer-centric future.
 
Date & Time: Wednesday, May 20, 2026, 9:30 AM – 10:00 AM.
 
Stefan Grünzner (CEO | infinit group)

Presentation: AI Operating Models: Success Requires More Than Technology

Many AI initiatives never make it beyond the pilot stage. And for those that do, the next challenge quickly emerges: how can AI solutions be operated, governed, and continuously improved once the project is over? This presentation explores the key success factors for establishing sustainable AI operations. Learn how organizations can move from experimentation to long-term value creation by implementing the right operating model, governance structures, processes, and responsibilities. Discover practical approaches for scaling AI solutions, ensuring quality, and driving continuous improvement beyond deployment.
 
Date & Time: Thursday, May 21, 2026, 1:30 PM – 2:00 PM.


Benjamin Gebauer (Director Practice AI & Data | infinit.cx) & Ralf Graf (Lead Consultant Practice Advisory | infinit.cx)

Speaker

Stefan Grünzner (CEO | infinit group) has been helping organizations shape the future of customer service for more than 20 years, guided by a clear mission: customer service must be designed for customers while remaining economically sustainable for businesses.

His goal is to work closely with customers and partners to drive the digital transformation of customer service while keeping people at the center of technology-driven innovation, both those who deliver service today and those who will shape it in the future. He believes that successful customer service combines technology, processes, and human expertise to create meaningful and lasting customer experiences.

Benjamin Gebauer (Director Practice AI & Data | infinit.cx) has been advising organizations on customer experience for more than 15 years. He explores new opportunities in digital transformation and develops solutions that help organizations modernize customer service, with a particular focus on the interaction between people and technology.

Combining deep CX expertise with a passion for innovation, Benjamin helps organizations leverage emerging technologies to create smarter, more effective customer service experiences and unlock sustainable business value.

Ralf Graf (Lead Consultant Advisory Practice | infinit.cx) inspires, empowers, and supports teams and organizations in creating and sustaining outstanding, seamless customer experiences. He does 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 is enabling organizations to translate customer understanding into sustainable business success and consistently deliver exceptional experiences.