Your Customer Experience Workshop for the Future of Customer Service
The InnoCamp is a Customer Experience Workshop for decision-makers who want to strategically prepare their customer service for an AI-driven future.
In a world where customers no longer reach out themselves, but their AI assistants communicate on their behalf, the rules of service are fundamentally changing. Customer experience is becoming the key competitive differentiator.
At the InnoCamp, you will develop concrete approaches to evolve your CX strategy, leverage AI effectively, and future-proof your customer service – from vision to actionable roadmap.
Shaping the Future Together – Are You Ready for This Radical Shift?
New Rules in Customer Service: Transform or Be Left Behind
InnoCamp for the Radical Realignment of CX, Partner Strategy & Technology Use
It's no longer your customers calling – it's their AI.
Are you ready for this radical shift?
In less than 12 months, a new reality will become the norm: personal AI assistants will handle communication, submit requests, make decisions – and expect immediate, personalized responses.
Customer experience, sourcing, and technology are approaching a historic turning point. Artificial intelligence is no longer just a tool – it’s becoming a strategic control instrument and a key competitive factor. This is exactly where the Customer Experience Workshop comes in, showing how companies can actively shape this transformation.
Together at InnoCamp, we’re defining the next steps forward:
- How to Make Your Sourcing Strategy AI-Ready
- The Role of Agentic AI in Your Operating Model
- How to Create Real Value Through CX, Automation, and Cultural Transformation
Guided by Bernhard Gandolf (Certified Management Consultant, eisq) and Florian Senda (Managing Director, ojuto), you will develop concrete scenarios, roadmaps, and commitments – for a future where transformation is no longer a project, but business reality.
Intelligent agents that act autonomously.
Customer experiences that are personalized, context-driven, and emotional.
Processes orchestrated in real time – autonomous, data-driven, and scalable.
What sounds like the future is already reality:
- Klarna already lets AI handle two-thirds of all customer inquiries independently.
- Skoda saves 25 % in agent capacity through smart bots.
- Pioneering companies are testing autonomous agents that make decisions without human intervention.
Customers think differently today – and act faster:
- 73 % say that CX determines their purchasing decision
- 43 % are willing to pay more for real convenience
- 42 % value friendly communication more than price
Those who want to meet these expectations need more than bots and automation. It’s about:
- Emotion AI, hyper-personalization, Customer Data Platforms (CDPs)
- a new way of thinking about sourcing strategies
- agile, cross-functional structures
- and change management that takes cultural barriers seriously
At InnoCamp, we co-develop your tailored strategy – from an AI-driven vision to a realistic roadmap.
Shaping the future together – Get started now (The link connects you with Bernhard Gandolf)
Our agenda?
An interactive day with clear structure, powerful insights – and tangible outcomes.
Digital transformation is unstoppable. Traditional structures are reaching their limits and need to be adapted.
Why a Tailored Customer Experience Workshop Matters
Traditional structures are reaching their limits – new intelligent models are emerging
True innovation requires more than just increasing efficiency. It’s about the intelligent integration of technology in general – and AI in particular – into all processes. It’s about empowering employees as drivers of transformation – we need an agile, cross-functional implementation of the CX mindset. This must be accompanied by change management that takes cultural barriers seriously.
One thing is clear: AI systems in customer service are already a reality – from Klarna’s AI assistant, which already handles two-thirds of customer inquiries, to Skoda’s chat and voice bots, which have led to a 25 % reduction in agent capacity at service providers, all the way to autonomous agents that independently coordinate internal processes behind customer requests and make decisions on their own.
In the process, the customer perspective must not be lost. According to a recent PwC study (2024):
- 73 % of consumers say that customer experience is a key factor in their purchasing decisions,
- 43 % are happy to pay more for true convenience, and
- 42 % value friendly, human communication even more than price.
These insights make one thing clear: advancing your CX strategy with AI requires combining technology with emotion, convenience, and human connection. Successful transformation also means thinking across the entire customer journey and breaking down silos.
Is your current contact center strategy ready for this shift? This is exactly where the Customer Experience Workshop comes in: At InnoCamp, we develop concrete steps and solution approaches to help you use AI to secure your capacity for innovation, increase efficiency, and boost strategic flexibility – all while creating lasting enthusiasm among your customers.
Are you ready to actively shape a future where AI is strategically planned and implemented — rather than just watched in awe?
Let’s design your AI strategy together.
The best way to predict the future is to create it. - Peter Drucker
Get started now (The link connects you with Bernhard Gandolf)
Your Speakers
Bernhard Gandolf
Certified expert in outsourcing & service excellence
As a Certified Management Consultant and Managing Director of eisq (european institute for service quality), I support B2B and B2C companies in optimizing their service processes and successfully implementing outsourcing strategies.
My passion: your success.
Through innovative outsourcing solutions and excellent service management, I help companies increase efficiency and strengthen their competitive position.
Florian Senda
The Managing Director of ojuto consulting gmbh and a management consultant, he has been shaping successful customer service organizations for over 20 years – from strategic transformation and process optimization to complex outsourcing and CX projects.
He combines strategic thinking with deep CRM expertise, change management experience, and a strong focus on practical, results-driven solutions.
He is known for his professionalism and his open, straightforward approach, making collaboration easy and driving impactful results.
Sample Agenda
New Rules in Customer Service
09:00 AM: Ready, Steady, Go!
Welcome & objectives of the Customer Experience Workshop
Why this camp? Why now?
How are you preparing for a future where, in less than 12 months, personal AI assistants like Gemini will contact customer service – instead of humans?
- The playing field is changing: customers, technology, markets
- Objective of the day: strategy development instead of actionism
- Expectations and contributions of the participants
09:30 AM: From Cost to Core
Customer Service as a Strategic Lever
The future starts now – new perspectives on customer interaction
How will customer interaction change when it is no longer humans, but AI agents leading the conversation – and how will this turn CX into a strategic value driver?
- Automation is yesterday: AI agents are now taking over tasks autonomously, making decisions, and actively shaping customer experiences.
- What role does your company play in the ecosystem of customer AIs?
- Agentic AI requires new control mechanisms, new KPIs, and new governance models.
- 73% of consumers say that CX determines brand choice and purchase decisions – but what does that mean in an AI-driven world?
10:45 AM: Unrealistic Scenario or Near Future?
When customers send AI – how does your organization respond?
What happens to your service architecture when the first point of contact is no longer human, but machine-driven – intelligent, impatient, and highly personalized?
- Practical use cases
- Requirements for your infrastructure and processes
- Personalization and convenience as new success factors
- Impact on your sourcing strategy
01:00 PM: Deep Dive Outsourcing
Now the Customer Experience Workshop really begins.
Outsourcing is yesterday – what comes after the service provider?
Who will be your most important service provider tomorrow – your BPO partner or your own AI?
- From partnership to platform: How AI and automation are replacing – or complementing – traditional sourcing models
- Case studies with strong impact: Klarna, Skoda (e.g., real-time translation, agent assist, nearshore vs. tech)
- A strategic balancing act: How do you maintain customer focus and quality – despite (or because of) automation and cost optimization?
- How are AI and automation transforming your outsourcing strategy?
- Digital workforce: What is outsourced to people today may be handled by an intelligent service layer tomorrow
02:45 PM: Interactive Camp
Now it gets practical: Your CX roadmap with AI and cultural transformation
Is your organization truly ready to deliver on the customer promise of tomorrow?
Interactive session: Making transformation tangible
- Group work: From insight to implementation
Identifying concrete areas for action based on your own reality - Employee centricity
What roles, skills, and formats are needed to integrate AI effectively and gain acceptance? - Change management
Strategies for cultural transformation that activate rather than block - A new understanding of performance
How will quality targets and management evolve with AI? What will define success tomorrow? - Rethinking CX-KPIs
From AHT (Average Handling Time) to an experience scorecard – how do we measure real customer experience? - End-to-end thinking
Why agile, cross-functional execution is not optional, but essential
05:15 PM: Commit to Change
How do you ensure that what happens here doesn’t stay in the camp – but becomes part of your organization’s daily reality?
- What will remain? What will have an impact? What needs to be taken further?
Reflection on key insights, impulses, and aha moments - Taking ownership
Each group, each participant defines one concrete next step – for themselves, their team, or the organization - Follow-up with impact
Clear agreements: Who takes responsibility for what, and when do we continue the conversation? - Outlook: How a camp becomes a movement
Invitation to the next iteration, to co-creation, and to ownership
3 Options – Your Choice
Choose the right format for your Customer Experience Workshop and shape the future of your customer service
Option 'Innovation Retreat'
Spread over 2 half-days with convenient arrival and departure |
| max. 12 participants |
| with an innovative location |
including catering and inspiring evening program |
including accommodation costs for your participants in a 4* hotel |
including travel expenses for the speakers |
| €23,890.00 |
Option 'Out of the Box'
1 day full of content |
| max. 10 participants |
| with an innovative location |
| including catering |
excluding accommodation costs for your participants |
including travel expenses for the speakers |
| € 14,890.00 |
Option 'Pure'
1 day full of content |
| max. 8 participants |
| excluding location |
| excluding catering |
excluding accommodation costs for your participants |
excluding travel expenses for the speakers |
€ 9,890.00 |