Zendesk Showcase Berlin

Name: Zendesk Showcase - Berlin 2025
Start: 2025-05-20T12:00:00-04:00
End: 2025-05-20T19:30:00-04:00
Location: Alte Münze

Berlin | 20 May 2025 | Alte Münze

zendesk

showcase

Berlin

Discover what’s next in AI-powered service

With Zendesk Showcase we're bringing the CX world to Berlin.

This is where CX, HR, and IT trendsetters will discover new AI innovations, get inspired by visionary speakers, and connect with leaders across industries.

The event will be held in German. We offer English-German and German-English translation services for individual agenda items.

***Please note that we are currently unable to accept any further registrations, as we have reached our capacity limit.***

Agenda

The program will take place across two stages – the Main Stage and the Breakout Stage. In addition, the Silent Demo Program will be held in the Expo Hall.

The Alte Münze will open its doors at 12:00 PM for registration.

Main Stage

Breakout Stage

Silent Demos

Here's what to expect

Discover

This is where you can preview AI innovations driving the future of customer experience.

Get inspired

Hear emerging trends from AI and CX visionaries.

Connect

Network with CX, IT and HR leaders across industries.

Agenda

12:00 PM

Arrival, Registration, Networking

Welcome to Zendesk Showcase in Berlin. A day packed with CX.

Where: Alte Münze, Berlin

13:00 PM

Kick off Zendesk Showcase Berlin

A big welcome, Tanja Hilpert, VP Central, Zendesk
Where: Main Stage

13:15 PM

Zendesk Executive & Product Keynote

Please join our CEO Tom Eggemeier, CTO Adrian McDermott and EMEA CTO Matthias Göhler.

The keynote from our guests from the USA will be held in English.

14:00 PM

Time for discussions with Zendesk experts, our partners & the CX community

from 14:30 PM onwards

Customer Spotlights, Deep Dive Sessions and Fire Side Chat on AI

There is always plenty of time to talk to our Zendesk experts and partners

MAINstage

3:00 pm

Customer Spotlight: BVG

Ready for the Future: Innovative Tools & Approaches to Optimize the Customer Journey

Berlin’s public transport company, Berliner Verkehrsbetriebe (BVG), is Germany’s largest local transit provider. With innovative strategies and modern technology, it addresses the major ecological and social challenges of future mobility. In this Customer Spotlight, discover BVG’s CX journey and how the right service design enhances efficiency and drives the transition toward an AI-powered future.

3:30 pm

Customer Spotlight: tonies

CX Trendsetters in Action: How tonies Are Conquering Children's Rooms Around the World

Lauren Cooper (tonies) and Maximilian Giehl (Zendesk) demonstrate how tonies wins the hearts of young (and grown-up) fans worldwide through exceptional customer experience, emotional brand engagement, and smart support solutions.

4:00 pm

Customer Spotlight: AmRest with Zendesk Partner Leafworks

5:30 pm

Fireside Chat: The AI Monster Under the Bed

An inspiring fireside chat with Kenza Ait Si Abbou (author and AI expert) and Matthias Göhler (EMEA CTO at Zendesk) about people’s concerns around AI – and the opportunities a future with artificial intelligence can offer.

Breakout stage

2:30 pm

Drive real resolutions with Zendesk Agents

Break down the road to 80% automation and see how next-generation AI Agents and Copilot deliver real resolutions. Explore product walkthroughs of our latest AI innovations, hear best practices, and join a live Q&A with Zendesk experts.

3:05 pm

Accelerate resolutions with no-code automation and integration

Discover how to accelerate complex resolutions across systems by creating unique, integrated AI and human workflows with the new Action Builder and App Builder. Learn to not only automate interactions but optimize and protect them with AI-powered analytics and security.

3:40 pm

Using Zendesk in a Production Environment

In this session, you'll learn about the experiences and benefits of using Zendesk as a central communication platform in a dynamic logistics and technology production environment – as well as its successful integration into a new IT infrastructure that replaced OTRS/Zammad.

Julia Leier (Zimmermann PV Stahlbau) and Olaf Kleidon (neteleven) share real-world insights and key learnings from their joint project.
4o

4:15 pm

No Fear of Change – How ista Transformed Its Customer Service

See how Zendesk for Contact Center, powered by Amazon Connect, combines AI-powered CX with award-winning CCaaS capabilities to support global contact centers—regardless of call volume or complexity. Key features include customizable IVR, real-time AI, outbound calling, and security controls—all seamlessly integrated into Zendesk.

5:00 pm

Simplify and scale your contact center operations with Zendesk

See how Zendesk for Contact Center, powered by Amazon Connect, combines AI-first CX with award-winning CCaaS functionality to support global contact centers, regardless of call volume or complexity. Key features include customizable IVR, real-time AI, outbound dialing, and security controls—all seamlessly integrated into Zendesk.

5:35 pm

Reimagining employee service for the AI era

Learn how the new Zendesk Employee Service Suite empowers teams like IT and HR to reimagine employee service for the AI era. We’ll cover new product innovations, our roadmap, and a live Q&A.

18:30 PM - 20.00 PM

Drinks, music & time to say goodbye

Silent Demo Schedule

3:15-3:45 PM

Customize your AI agent for on-brand conversations

TBC

How to leverage AI to strengthen your help center

TBC

Roundtable Discussion: “What Makes an Effective Virtual Event?”

TBC

How to accelerate resolutions with integrated workflows

Agenda