Recap of the Service Summit 2024 — Moini, Brainfood and many learnings
Our recap: What we learned at Service Summit 2024
Oh Hamburg, my pearl... On November 20 and 21, 2024, it was that time again: The Hanseatic City was transformed into the center for digitization and innovation in customer service. More than 80 speakers, 40 exhibitors and 900 visitors focused on innovation and new trends. The event offered exciting insights, networking opportunities and showed how companies can set up their customer service for the future.
Of course, moinAI was also a must at such an event. With chocolate and Moini in our luggage, we were there on both days and had numerous exciting conversations — with many new (and a few old) faces — at our stand. A special highlight for us: Johannes Hehr's keynote speech, in which he showed how companies not only see service as a cost factor, but can even profit from it with chatbots.
Our stand
The moinAI stand was the perfect place to present our latest solutions and offer visitors real added value — or as Johannes would say:”A place to simply have a chat”. In particular, the direct exchange with trade visitors has once again shown how much interest and expertise in customer service comes together at the Service Summit. During the two days of the trade fair, there was therefore plenty of opportunity to get to know potential customers and partners and make valuable contacts.
Speech by Johannes — Brainfood at the Service Summit
Johannes also impressed with an interesting presentation at the Service Summit in 2023. And it was similar this year. With the theme: How does a cost center such as customer service become a profit center? , At the end of the first day of the fair, he “really made a fuss” again (thanks Ole from the MOINAI team for the appropriate description).
His presentation was therefore all about the idea of seeing the service as more than just a cost center. To this end, he shared practical approaches on how companies can generate profit in service with the help of chatbots — an exciting approach that sheds new light on the potential of chatbots in the service sector. As John himself points out:
“Everyone wants to know what the customer wants, but no one wants to pay and when the customer serves it free of charge, we don't listen. What happens when you offer service, sales, and listening in one product? MAGIC!”
And this magic As always, Johannes brought it across with great joy and enthusiasm and thus emphasized in an almost playful way how important it is that customer service is made fit for the future.
Here are the slides from the presentation
What else did we take with us
Of course, it wasn't just Johannes's presentation that offered brain food. In numerous panels and pitches, we received a lot of food for thought.
For example, the panel of experts on the Digitalization in customer service Very interesting with representatives from Zendesk and Siemens, among others. The talk was primarily characterized by one central question: How is the quality of automation measured? An essential topic that also occupied many in the audience, but remained without clear answers.
But other topics were also addressed, such as Laura Lütkes (Breuninger), who spoke about concerns about losing customers due to too much automation.
And even though it was a heated discussion, there were topics on which everyone agreed. Especially when Christine Waitl (E.ON) underlined that agents will take on new roles in the future — for example as consultants or experts in LLM tools. It is crucial to actively involve employees in the change process.
Shift in focus
Particularly exciting: The role of agents was not only a central topic in this panel. This focus came out again and again throughout the Service Summit. This year, companies focused much more on agents in the background who can improve internal processes through AI. While last year, the chatbot primarily had an external impact, this year was more about how it can provide internal support.
Another learning from many companies: The automation of customer contact must be further optimized, and the right balance between AI and internal systems is crucial.
But in the end, it's the little moments that stay in the memory, like this comment from a participant: “The AI solutions presented offer enormous potential for optimizing our processes” — a sentence that has once again shown us that we are on the right track.
New contacts, new opportunities
At the end of the year, exchange ideas again with industry colleagues and other experts — this is exactly what we used Service Summit 2024 again this year for. We had many interesting discussions and made contacts, such as with Udo Schüring, the networking professional. In any case, we have learned a lot and would like to thank everyone again 🧡 - for the great exchange!
There were also interesting opportunities in the area of cooperation and partnerships, which moinAI will continue to pursue in the future.
Conclusion: Many learnings with a view to the future
As in recent years, the Service Summit 2024 was a real highlight for us with valuable specialist lectures and master classes that were really fun. We have not only gained valuable insights, but have also met many new faces.
One thing is clear: We are taking the spirit of optimism and positive energy from the Service Summit with us as motivation for 2025 to continue to help companies make their customer service even more efficient and sustainable. It is now time to integrate the new findings into our strategies and to continue maintaining the contacts we have established. We're already looking forward to what's next.
Our thanks to everyone
And because you can't say it often enough: Once again, a huge thank you to the organizers of the Service Summit for the great organization. A big thank you also to everyone who stopped by our stand and we look forward to working with you in the future.
