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.

Haderner Bio-Brauerei (Großhaderner Str. 56a, 81375 München)

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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 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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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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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 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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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

extern

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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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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Thursday 19.11.2026

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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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Past Highlights

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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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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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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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 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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Tuesday 02.09.2025

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 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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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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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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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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