Customer Impact Summit – CX Lunch

As Part of the Customer Impact Summit in Cologne

The Customer Impact Summit is a leading platform for innovation in customer experience and contact center transformation. The event focuses on intelligent customer experiences, AI-driven automation, and how organizations can future-proof their service and digital strategies.

XPOST Cologne

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People & Insights

Events from Know-How to Wow. Online and in person. From CX highlights of the week to the events of the year, we love sharing insights, ideas, and inspiration. Through our events and knowledge-sharing formats, we stay connected, stay informed, and keep the conversation flowing.

Lineup 2026

face2face

dialog.konferenz

Where CX-Stories come to life: A day filled with infinit.cx possibilities, handpicked guests, countless real-world insights from practitioners for practitioners, and fresh inspiration for what's next.

What’s next
Online

dialog.showroom

Real-life solutions from infinit.cx and our partners: real-world use cases, open discussions, and plenty of opportunities to ask questions and exchange ideas.

What’s next
Online face2face

dialog.kompakt

Let’s talk! A themed CX afternoon as a smaller edition of dialog.konferenz, featuring two or three expert talks followed by an open group discussion.

What’s next
Online

boXenstopp

A conversation about the foundations and inspiration behind great customer experiences – live, in color, and without PowerPoint.

What’s next

Lineup 2026 – What’s next

Tuesday 20.10.2026

12:00–14:00

extern

XPOST Cologne

Customer Impact Summit – CX Lunch

As Part of the Customer Impact Summit in Cologne The Customer Impact Summit is a leading platform for innovation in customer experience and contact center transformation. The event focuses on intelligent customer experiences, AI-driven automation, and how organizations can future-proof their serv...
more ↗

Thursday 12.11.2026

15:00–18:00

roundtable

Munich

infinit.cx - Sprinklr Roundtable Munich

The customer thinks in terms of experiences. Why do we organize ourselves into departments?
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Thursday 19.11.2026

extern

VILCO - Congress Center

Genesys Xperience - Frankfurt 2026

Xperience on Tour. Frankfurt becomes the meeting place for Customer Experience, Innovation, and AI.
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Tuesday 01.12.2026

10:00–10:30

extern

Pimp Your Agent: Taking Your Service Teams to the Next Level / i-CEM Customer Service Week

Join infinit.cx to discover how Genesys Workforce Engagement Management (WEM), enhanced by AI, can automatically analyze service conversations, detect sentiment, generate quality assurance evaluations, and provide actionable coaching recommendations, reducing manual effort while increasing transp...
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Past Highlights

Thursday 15.10.2026

08:00–09:00

dialog.showroom

Genesys WEM Meets AI - Experience AI-Powered Quality Management, Coaching, and Automated Topic Detection in Action

Turn every customer conversation into measurable quality. Join us for a live demonstration of how Genesys Workforce Engagement Management (WEM), enhanced by artificial intelligence, automatically identifies conversation topics, evaluates sentiment, calculates quality scores, and generates actiona...
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07.10.2026–08.10.2026

extern

Wilhelm Studios

Parloa WAVE 2026 - Where AI moves from promise to performance.

Be part of a community of 700+ leaders exploring how AI is transforming customer experience, from early pilots to enterprise-scale execution.
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Wednesday 07.10.2026

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MQ Libelle

Future of CX 2026 (Vienna)

Gain insights into the future of Customer Experience, including a featured session from infinit.cx:   “Modern Service in Just a Few Weeks: How Vaillant Is Gaining Speed, Transparency, and Customer Proximity with Genesys Cloud CX” ( Michael Graffe | Head of IT at Vaillant Group Austria | + in...
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07.10.2026–08.10.2026

extern

Online-Event

Contact Center Summit 2026

The Contact Center Summit 2026 is a digital event for customer service and contact center professionals and leaders. The agenda focuses on the latest developments, strategic trends, and practical insights shaping the future of customer communications.
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Tuesday 29.09.2026

14:00–16:00

dialog.kompakt

Innovation Appetite - How Much Future Is Possible Today? With BRK, Cognigy, and infinit.cx

The gap between traditional rule-based automation and fully agentic service is far broader than many organizations realize.
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Monday 21.09.2026

15:00–15:30

extern

The 7 Forces Redefining Customer Experience / i-CEM Customer Experience Week

From hyper-personalized anticipation to AI agents and the growing question of what truly human service is worth, these are the seven forces that will determine which companies will still have loyal customers in 2035.
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Tuesday 15.09.2026

15:00–20:00

extern

Haderner Bio-Brauerei

At the Heart of AI – Build Your First Voice AI Agent

See how Voice AI is reshaping customer communications and create your first Voice AI agent in a hands-on workshop. Seats are limited. Secure your place today.
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Tuesday 08.09.2026

08:00–09:00

boXenstopp

Faster. Smarter. More Human? CX Innovation in the Age of AI / boXenstopp #50

Generative and agentic AI are opening up new possibilities for customer service, sales, and personalized customer experiences.   At the same time, the risk of confusing innovation with automation alone is growing.   In this expert discussion, Stefan Kolle (Practice Lead Advisory & f...
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Thursday 09.07.2026

12:30–13:30

extern

Is your VoC platform built for what’s next?

Why CX leaders are reassessing their VoC strategy right now? VoC used to just mean collecting feedback. Now it means driving meaningful action across the entire enterprise. And the platforms that can't make that shift are already falling behind. At the same time: 1) AI is exposing gaps betwee...
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Thursday 02.07.2026

08:00–09:00

dialog.showroom

Update: Genesys AVA – Agentic AI That Resolves Customer Requests Autonomously

Experience Genesys Agentic Virtual Agent (AVA) live in the DIALOG! Showroom: an AI that understands customer intent in context, makes autonomous decisions, and executes processes end to end.   Using a real-world automotive use case, John O’Brien and Florian Pickert (infinit.cx) demonstrate h...
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Wednesday 01.07.2026

16:00–16:30

extern

Your Contact Center Hears Everything. Are You Making Use of It? / i-CEM Customer Service Week

Your contact center is one of the most powerful sensors of customer experience, yet valuable insights often remain trapped in silos. In this session, Stefan Kolle will show how modern Customer Feedback Management (CFM) consolidates feedback across channels, establishes clear ownership, and levera...
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Tuesday 30.06.2026

14:00–14:30

extern

Successfully Deploying GenAI Bots with Monitoring & Governance / i-CEM Customer Service Week

The first Agentic AI solutions delivered by infinit.cx went live in 2025. Nearly 12 months later, experience shows that success depends on more than great AI. Monitoring, governance, and operational oversight are critical to ensuring quality, security, and control. Join us to explore practical le...
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Thursday 25.06.2026

11:30–18:00

Hotel Andaz Munich Schwabinger Tor

Sprinklr CX Connect 2026 (Munich)

Customer connections matter. Now is the time to reimagine how. Join the discussion to understand how every interaction is elevated by unlocking human-AI collaboration to transform the customer experience — driving loyalty, productivity, and brand equity. We go beyond roadmaps and releases. Our cu...
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Tuesday 23.06.2026

14:00–16:00

dialog.kompakt

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 inf...
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Wednesday 17.06.2026

dialog.konferenz

Künstlerhaus München

dialog 2026
The CX Conference

A space for outstanding customer experiences: What is happening in the market? What do current trends mean for customers? What are other organizations working on, and how are they approaching it? A full day of infinit.cx possibilities, carefully selected guests, practical insights, and fresh insp...
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Thursday 11.06.2026

08:00–09:00

dialog.showroom

Agentic AI Meets Rule-Based Reality

How can organizations introduce Agentic AI without rebuilding their existing processes, approval workflows, and compliance structures from scratch? In this webinar, we explore how rule-based systems and Agentic AI can work together to unlock new levels of automation, intelligence, and customer ex...
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20.05.2026–21.05.2026

extern

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 G...
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Tuesday 12.05.2026

14:00–16:00

dialog.kompakt

Agentic AI in Practice: Operating Models, Multi-Agent Orchestration & Quality

What does it take to make Agentic AI scalable and reliable? Join us for three practical sessions covering AI operating models, a live multi-agent demo with Parloa, and best practices for testing and quality measurement. We'll conclude with an open discussion on governance, risks, and the road...
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Thursday 07.05.2026

08:00–09:00

dialog.showroom

Persona Freak Show: How Agentic AI Becomes Your Brand's Authentic Voice

Bots can do a lot. But do they sound like your company? Bots can do a lot. But do they sound like your company? In this webinar, we put Agentic AI personalities under the spotlight. Using intentionally over-the-top personas and live prompting in Sprinklr, we'll show how language, tone, and ch...
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Thursday 30.04.2026

08:00–09:00

dialog.showroom

Trust Your AI Agent: Simulation, Evaluation & Conversational Analytics with Parloa and infinit.cx

How well is your conversational AI really performing, and what does it take to operate it reliably at scale? In this webinar, we'll explore how to measure, monitor, and continuously improve AI-powered customer interactions. You'll gain practical insights into conversation analytics and AI...
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Wednesday 22.04.2026

extern

Frankfurt School Forum

Next-Generation Financial Services 2026 (Frankfurt/Main)

The Next-Generation Financial Services conference brings together leading experts from banks, fintechs, consulting firms, and academia each year to discuss the future of financial services. The event focuses on new business models and transformation strategies driven by innovations such as cloud...
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25.03.2026–26.03.2026

extern

Leonardo Hotel Frankfurt City South

Digital Customer Experience Conference 2026 (Frankfurt/M)

The leading conference for digital customer experiences, innovative customer service, and omnichannel communications.   infinit.cx will be represented with a presentation by Stefan Grünzner and an exhibition booth, providing attendees with insights into the latest developments in AI, custome...
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Tuesday 24.03.2026

08:00–09:00

boXenstopp

AI Operating Model: How to Scale AI from Pilot to Production / boXenstopp #49

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 successfully operated, governed, and continuously improved once the project phase has ended?   In this discussion, Ralf Graf (Lead Consultant Advisory)...
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Thursday 19.03.2026

13:30

extern

Studio 1.3 A+B

succeet Spotlight with Stefan Kolle

6 Customer Feedback Challenges – and How AI Can Help Solve Them in 2026
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Thursday 19.03.2026

08:00–09:00

dialog.showroom

Sprinklr CFM: Collect Feedback Smarter, Understand It Better, Act Faster

In a world where customers share their opinions anytime and across countless channels, structured Customer Feedback Management has become essential for driving customer satisfaction and informed business decisions. Sprinklr provides the ideal platform for this, bringing everything together in one...
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17.03.2026–19.03.2026

extern

RheinMain CongressCenter (RMCC)

succeet26 – The No. 1 Event for the International Insights Industry (Wiesbaden)

On March 18–19, 2026, succeet26 and the CX Summit return to the RheinMain CongressCenter in Wiesbaden. succeet is the No. 1 event for the international insights industry, bringing together decision-makers from corporate market research, Customer Experience, and customer management with leading ve...
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Wednesday 11.03.2026

extern

From Routine to Innovation: Automated Customer Service Processes at Vaillant Austria (Linz/Innsbruck)

A great opportunity to learn from a best-practice example in a concise and time-efficient format while exchanging experiences with peers, either in Linz or in Innsbruck at the Bergisel. The goal of the KVA Practice Dialogue is to demonstrate that automated customer service processes and empatheti...
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09.03.2026–13.03.2026

extern

Shift/CX Conference Week 2026

Shift/CX Conference Week is the annual flagship event of the Shift/CX platform. From March 9–13, 2026, it will feature an extensive program with more than 60 sessions and thematic tracks, bringing together strategic, technological, and organizational perspectives on the shift toward greater custo...
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Wednesday 25.02.2026

14:00

extern

CCW Masterclass: Your Contact Center Hears Everything. Are You Using It?

The contact center is one of the most powerful sources of Customer Experience insight, yet intelligence often remains scattered across teams, systems, and processes.The masterclass showed how modern CFM consolidates feedback across channels, establishes ownership, transforms conversations and sen...
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24.02.2026–26.02.2026

extern

Estrel Congress Center

CCW 2026 – The 27th International Congress Trade Fair for Innovative Customer Dialogue

You'll find us again in Hall 1, Booth A11 at CCW 2026 – and additionally at the Genesys and Sprinklr booths in Hall 2! Whether it's the purchasing journey, product experience, or customer service hotline, one thing has remained true for more than 40 years: there's always a better way....
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Tuesday 03.02.2026

14:00–16:30

dialog.kompakt

Genesys AI Bootcamp: What Can It Do, What Value Does It Deliver, and How Do You Get Started? / DIALOG! Compact Special (Online)

Everyone seems to be offering AI these days, promising that it can do almost anything. We take a different view. In this interactive afternoon session, we'll take a critical look at the promises being made across the customer experience market and compare them with the realities organizations...
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Wednesday 17.12.2025

08:00–09:00

boXenstopp

From Traditional VoC to Unified CX Management: How Sprinklr Is Redefining Customer Feedback Management / boXenstopp #48

Capturing the voice of the customer only creates value when it leads to meaningful action. Yet many organizations still struggle to turn customer feedback into measurable improvements. At the same time, the customer feedback management market continues to consolidate, with the acquisitions of InM...
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Tuesday 11.11.2025

08:00–09:00

boXenstopp

CX Operating Model: Managing Service Providers in the Age of Agentic AI / boXenstopp #47

Do organizations still need service providers in the age of Agentic AI and, if so, for what? In this second boXenstopp session dedicated to the CX Operating Model and the operational what and how of delivering customer experience, we explore how AI is reshaping service provider management in cust...
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Tuesday 28.10.2025

14:00–16:00

dialog.kompakt

Parloa Agentic AI: Highlights, Live Demo & Key Considerations / DIALOG! Compact with Parloa #ServiceSummitHamburgEdition

Join this interactive afternoon session to learn about the latest developments at Parloa, discover how organizations can unlock the value of scalable personalization, and experience a live demonstration of Parloa AMP for service ticket intake and processing.   In addition to the demo, our ex...
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Tuesday 28.10.2025

08:00–09:00

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 mod...
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Tuesday 07.10.2025

14:00–16:00

dialog.kompakt

Cognigy Agentic AI for Outbound Engagement with Salesforce CRM and the Transformed Organization / DIALOG! Compact #ServiceSummitHamburgEdition

Agentic AI for outbound engagement is the next logical step toward instant, intelligent, and context-aware customer interactions. Join us for a virtual afternoon of expert insights and innovative solutions as we explore the latest developments in Agentic AI, CRM, and customer engagement.   D...
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Thursday 02.10.2025

08:00–09:00

dialog.showroom

Sprinklr Agent Assist & Copilot: Driving Greater Efficiency at the Contact Center Desktop / DIALOG! Showroom (Online) #ServiceSummitHamburgEdition

Experience intelligent AI-powered support throughout the customer interaction lifecycle. Fully embedded into the agent desktop, Sprinklr Agent Assist empowers service teams with real-time case summaries, suggested responses to customer inquiries, visibility into similar past interactions, and con...
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Thursday 18.09.2025

08:00–09:00

dialog.showroom

Genesys Cloud AI Studio: How AI-Powered Customer Experiences Are Built Today / DIALOG! Showroom (Online) #ServiceSummitHamburgEdition

Experience an interactive demonstration of how the next generation of AI-powered customer experiences can be designed, deployed, and managed with Genesys Cloud AI Studio. In the era of Agentic AI, building and scaling intelligent customer interactions has become easier and more accessible than ev...
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Thursday 10.07.2025

08:00–09:00

dialog.showroom

Unified CX: What Makes Sprinklr Different and Why Does It Matter? / DIALOG! Showroom (Online)

Sprinklr is the new kid on the block in the Contact Center as a Service market. Originally built around digital channels, the company has evolved into a true omnichannel platform and takes a fundamentally different approach, with AI playing a central role.   In this DIALOG! Showroom, you&#39...
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Tuesday 08.07.2025

08:00–09:00

dialog.showroom

Sounds Better: Voices & Languages with Parloa AI Agents / DIALOG! Showroom (Online)

Giving your company the right voice is about more than technology. It includes both the tone and personality of your language and the sound and character of your voice agent. In this DIALOG! Showroom, we'll demonstrate different voice styles, language options, and voice qualities, while explo...
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Thursday 03.07.2025

08:00–09:00

dialog.showroom

Bi-Directional Synchronization Between Genesys Cloud CX & Microsoft Teams DIALOG! Showroom (Online)

Experience a completely flexible, bi-directional synchronization between Microsoft Teams and Genesys Cloud CX in this DIALOG! Showroom (online). Until now, presence status could only be synchronized from Genesys Cloud CX to Microsoft Teams. With this enhanced integration, synchronization now work...
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Thursday 22.05.2025

08:00–09:00

dialog.showroom

From Simulation to Reality: Testing and Evaluation with Parloa AMP DIALOG! Showroom (Online)

Experience how Parloa AMP improves the performance of LLM-powered bots through precise testing, simulation, and evaluation. Discover why rigorous testing is essential when implementing AI agents in customer service. In this interactive DIALOG! Showroom, Sabine Neugebaur and Thomas Sprater demonst...
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Tuesday 20.05.2025

08:00–09:00

boXenstopp

Agentic AI: What Does It Mean for Work and the Role of People in Organizations? | boXenstopp #45

Agentic AI has us all holding our breath as we watch the latest race among AI providers unfold. Organizations find themselves caught between the promise of unprecedented productivity gains and the reality of how slowly people and organizations can adapt to change.   This expert discussion br...
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Thursday 03.04.2025

08:00–09:00

dialog.showroom

Analytics in Conversational AI: Leverage Automation, Maintain Control Cognigy @ DIALOG! Showroom (Online)

Customer service can be optimized and automated through innovative voicebot and chatbot solutions. But how do service leaders know what their bots are actually doing, and how can they assess the quality of customer interactions across voice and chat channels?
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Tuesday 25.03.2025

08:00–09:00

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...
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Tuesday 11.02.2025

08:00–09:00

boXenstopp

AI & Analytics: Better Bot CX Through a True Closed-Loop Approach | boXenstopp #43

A successful bot is never finished. Effective Conversational AI solutions are continuously monitored, analyzed, optimized, and refined.The session presented a standardized yet flexible analytics approach that creates a closed-loop improvement process. It covered performance measurement, friction...
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Thursday 30.01.2025

08:00–09:00

dialog.showroom

Der CX-Gamechanger: Einheitliche Plattform, kanalübeThe CX Game Changer: One Platform, Cross-Channel Insights, Exceptional Customer Experience Sprinklr @ DIALOG! Showroom (Online) | #CCW2025Preview

Today’s customers expect seamless experiences, but reality often looks very different. Despite all efforts to optimize individual interactions, many organizations still struggle with fragmented customer journeys that fail to meet customer expectations.
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Tuesday 28.01.2025

14:00–16:00

dialog.kompakt

Artificial Intelligence Is Transforming Customer Journey Management / Genesys @ DIALOG! Compact (Online) #CCW2025Preview

Bots are not everything, even if it sometimes feels that way. In this interactive afternoon session, experts from Genesys and infinit.cx take a closer look at where artificial intelligence can already make a meaningful impact across the customer journey.   From strategic perspectives on AI a...
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Thursday 23.01.2025

08:00–09:00

dialog.showroom

From Efficiency to Excellence: How AI Agents Are Transforming Customer Service in Financial Services Parloa @ DIALOG! Showroom (Online) | #CCW2025Preview

Learn in this interactive demo session how AI agents can create measurable value in customer service while strengthening customer loyalty. Experience practical use cases from the banking industry, including cross-selling, password resets, and appointment scheduling. Customer inquiries are resolve...
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Thursday 16.01.2025

08:00–09:00

dialog.showroom

The Future Starts Now: How Agentic AI Is Shaping the Customer Service of Tomorrow Cognigy @ DIALOG! Showroom (Online) | #CCW2025Preview

AI has become an integral part of everyday contact center operations. Customer service organizations can use AI agents to improve efficiency and provide support around the clock. Thanks to generative AI, today’s bots can engage in human-like conversations and answer customer questions naturally....
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