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.
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 Ralf Mühlenhöver (Investor, Advisor, and Gamechanger), 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.
The rules of customer engagement are changing faster than ever before
Traditional structures are reaching their limits, while 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?
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
Ralf Mühlenhöver
As a technology-driven business economist with a passion for software and customer service, I’ve been supporting companies in the fields of customer service and CX for over 25 years. I actively promote the development and use of powerful communication and AI software in Germany. To this end, I co-founded two tech companies (Voxtron, voiXen) and completed two successful exits (to Enghouse and VIER).
For me, perfect customer experience is the result of the interplay between people, processes, and technology. I am an investor, advisor, and moderator, teach as a lecturer at SRH universities, and lead the AI and Robotics working group at the Call Center and Customer Service Association (CCV).
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 their efficiency and stay competitive.
Here you’ll find a possible agenda for a one-day Innovation Camp.
If you prefer a more in-depth format with more room for exchange and reflection:
Feel free to ask us about the 'Innovation Retreat' version – spread over two days, with an inspiring evening program and a genuine enthusiasm guarantee.
Agenda: New Rules in Service
08:30 AM - 09:00 AM: Check-In
Register
09:00 AM: Ready, Steady, Go!
Welcome & Objectives
Why this camp? Why now?
How are you preparing for a world where, in less than 12 months, a personal AI like Gemini will contact customer service – instead of the customer themselves?
- The playing field is shifting: customers, technology, markets
- Goal of the day: strategy development instead of reactive action
- Expectations & contributions from participants
09:30 AM – 10:30 AM: From Cost to Core - Customer Service as a Strategic Playing Field
The Future Starts Now – New Perspectives on Customer Interaction
How does customer contact change when AI agents, not humans, lead the conversation – and how does CX become a strategic value driver as a result?
- Automation was yesterday: Now, AI agents autonomously take on tasks, make decisions, and help shape customer experiences.
- What role does your company play in the ecosystem of customer AIs?
- Agentic AI requires new control logics, new KPIs, and new governance structures.
- 73 % of consumers say that CX determines the brand or purchase decision – but what does that mean in an AI-driven world?
10:30 AM – 10:45 AM: Think & Drink
Coffee Break
10:45 AM – 12:15 PM: 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-based – intelligent, impatient, and personalized?
- Practical use cases
- Requirements for your infrastructure and processes
- Personalization and convenience as new success factors
- Auswirkungen auf Ihre Sourcing-Strategy
12:15 PM – 01:00 PM: Fuel for Thought – Lunch & CX Table Talk
Lunch Break & Networking
01:00 PM – 02:30 PM: Deep Dive Outsourcing
Outsourcing Was Yesterday – What Comes After the Service Provider?
Who will be your most important service partner tomorrow – your BPO provider or your own AI?
From Partnership to Platform: How AI and automation are replacing – or complementing – traditional sourcing models
Case studies with signaling power: Klarna, Skoda (e.g. real-time translation, AgentAssist, nearshore vs. tech)
A Strategic Balancing Act: How can customer focus and quality be preserved – despite (or because of) automation and cost optimization?
How are AI and automation reshaping your outsourcing strategy?
Digital Workforce: Where humans are still being outsourced today, an intelligent service layer could be operating tomorrow
02:30 PM – 02:45 Uhr: Think & Drink
Coffe Break
02:45 PM – 05:15 PM: Interactive Camp
Now It Gets Concrete: Your CX Roadmap with AI & Cultural Transformation
Is your organization truly ready to deliver on tomorrow’s customer promise?
Interactive session: Making transformation tangible
Group work: from insight to implementation
Identifying concrete areas for action based on your organization’s reality
Employee-centricity
What roles, skills, and formats are needed to integrate AI effectively and gain employee acceptance?
Change Management
Strategies for cultural change that doesn’t block – but empowers
A new understanding of performance
How will quality goals and management evolve with AI? What will define success in the future?
Rethinking CX-KPIs
From AHT (Average Handling Time) to the Experience Scorecard – how do we measure real customer experiences?
End-to-end thinking
Why agile, cross-functional implementation isn’t optional – it’s essential
05:15 PM - 05:45 PM: Commit to Change
How do you ensure that this doesn’t stay in the camp – but makes its way into everyday life in your organization?
What stays? What has impact? What needs to be further developed?
Review of insights, impulses, and important moments
Taking responsibility
Each table, each person defines one concrete step – for themselves, their team, or the organization
Follow-up with impact
Clear agreements: who takes on what, when will we reconnect?
Outlook: How a camp becomes a movement
Invitation to the next iteration, to co-creation, to ownership
3 Options – Your Choice
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 |
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 '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 |