{"id":602147,"date":"2025-11-10T00:15:26","date_gmt":"2025-11-10T08:15:26","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=events&p=602147"},"modified":"2026-01-13T08:16:20","modified_gmt":"2026-01-13T16:16:20","slug":"das-kundenerlebnis-der-zukunft-wien-2026","status":"publish","type":"events","link":"https:\/\/www.genesys.com\/de-de\/events\/das-kundenerlebnis-der-zukunft-wien-2026","title":{"rendered":"Das Kundenerlebnis der Zukunft – Wien"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":893,"featured_media":0,"parent":0,"menu_order":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[17536],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-602147","events","type-events","status-publish","hentry","tax_products_programs-genesys-cloud-cx-de-de"],"acf":{"hide_navigation":"false","hide_footer":"false","item_nav_hide":"hide","utm_pass":false,"asset_expiration":"","disable_chat":false,"enable_ab_test":false,"enable_external_utm":false,"add_to_global_events":false,"disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":"","event_type":"gsummit","event_status":"ontime","event_start_time":"14:00:00","event_location":"Technisches Museum Wien","event_venue_name":"","country":"Austria","venue_map":{"address":"Technisches Museum Wien, Mariahilfer Stra\u00dfe 212, 1140 Wien, Wien, \u00d6sterreich","lat":48.1903965,"lng":16.3177972,"zoom":14,"place_id":"ChIJlfzKNwSobUcR144ObzzlhfM","name":"Technisches Museum Wien mit \u00d6sterreichischer Mediathek","street_number":"212","street_name":"Mariahilfer Stra\u00dfe","street_name_short":"Mariahilfer Str.","city":"Wien","state":"Wien","post_code":"1140","country":"\u00d6sterreich","country_short":"AT"},"w_tycontent":"

Nous vous remercions de votre inscription, nous vous enverrons prochainement une confirmation de votre place. \/Genesys<\/p>\n","event_header_bgc":"orange","event_header_title":"Das Kundenerlebnis der Zukunft: intelligent, empathisch, wirksam. ","event_description_title":"Wie Agentic AI die Spielregeln ver\u00e4ndert \u2013 und die Customer Experience befl\u00fcgelt.","event_description":"22. J\u00e4nner 2026 ab 14:00 Uhr","event_header_image":"https:\/\/www.genesys.com\/media\/TMW-LOGO_Aussenansicht_00573-c-Technisches-Museum-Wien-scaled.jpg","disable_registration":false,"form_header_alignment":"right","form_header":"Sichern Sie sich Ihren Platz","form_button":"Jetzt anmelden","is_external_registration":[],"form_field_settings":["form_known","form_prefill","form_pp","cb_available","form_reach","nolazy"],"form_setup":{"events_field_config":"custom","events_custom_fields":["fl_email","fl_firstname","fl_lastname","fl_company","fl_busphone","fl_country","fl_jobfunction1","fl_joblevel1","fl_title","fl_industry1"],"additional_custom_form_fields":{"advance_fields":false},"cust_form_id":"701Ht000001CVPrIAO","form_cid":"701Ht000001CVPrIAO","multiple_cid":false,"multiple_cid_setup":false,"ar_status":"no","ar_title":"default","ar_custom_title":"","ar_url":"default","ar_custom_url":"","custom_ty":"

Vielen Dank f\u00fcr Ihre Anmeldung. Wir werden Ihnen in K\u00fcrze eine Best\u00e4tigung zusenden.<\/p>\n

Ihr Genesys-Team<\/p>\n"},"additional_form_content":"","disable_content_section":false,"event_content_template":"a1","event_title_group":{"title":"","sub_title":""},"media_content":{"select_media":"image","content_image":602149,"content_video":""},"text_content":{"sub_title_h4":"","text_content":"

Das Kundenerlebnis der Zukunft: intelligent, empathisch, wirksam.<\/strong><\/p>\n

Wie Agentic AI die Spielregeln ver\u00e4ndert \u2013 und die Customer Experience befl\u00fcgelt.<\/p>\n

Technologie entwickelt sich rasant. Doch was bleibt, ist der Mensch \u2013 mit seinen Erwartungen, Emotionen und Werten. Customer Experience bedeutet heute mehr denn je, Menschen wirklich zu verstehen und jedes Erlebnis zu einem positiven Moment der Verbindung zu machen.<\/p>\n

Am 22. J\u00e4nner 2026 laden Genesys, Salesforce und Deloitte Digital ins Technische Museum Wien ein \u2013 dorthin, wo Kommunikationsgeschichte auf Zukunft trifft. Tauchen Sie ein in die Evolution der Kundenkommunikation \u2013 von den Anf\u00e4ngen der Medienwelt bis in das Zeitalter von Agentic AI, in dem Empathie und Intelligenz Hand in Hand gehen.<\/p>\n

Freuen Sie sich auf einen inspirierenden Nachmittag mit f\u00fchrenden CX-Vordenker:innen, spannenden Demos, echten Best Practices und die Weltpremiere des CEX Trendradars 2026 mit Prof. Dr. Nils Hafner.<\/p>\n

Erleben Sie, wie Unternehmen Kundenzentrierung leben, wie KI Mitarbeitende entlastet \u2013 und warum Menschlichkeit der entscheidende Erfolgsfaktor der Zukunft bleibt.<\/p>\n

Zum Abschluss erwartet Sie ein Abend voller Genuss, Gespr\u00e4che und Begegnungen bei kaiserlichen Wiener Schmankerln.<\/p>\n

Jetzt anmelden und die Zukunft der Customer Experience erleben und gestalten.<\/p>\n","cta_text":"","cta_url":""},"disable_agenda_section":false,"event_agenda_title":"Agenda","event_agenda_opened":"1","remove_agenda_nav":false,"event_agenda_nav":"","disable_speaker_section":false,"event_speaker_title":"Referent:innen","remove_speaker_nav":false,"event_speaker_nav":"","disable_venue_section":false,"remove_venue_nav":false,"event_venue_nav":"Veranstaltungsort","enable_map":true,"disable_faq_section":false,"event_faq_title":"","event_faq_opened":"3","remove_faq_nav":false,"event_faq_nav":"","disable_sponsor_section":false,"event_sponsor_title":"Partner","remove_sponsor_nav":false,"event_sponsor_nav":"Partner","disable_partner_section":false,"event_partners_title":"","event_partners_subtitle":"","remove_partners_nav":false,"event_partners_nav":"","event_partners_columns":"5","disable_additional_content_section":true,"additional_content_template":"a1","additional_content_position":"default","additional_title_group":{"title":"","sub_title":""},"additional_media_content":{"select_media":"image","content_image":false,"content_video":""},"additional_text_content":{"sub_title_h4":"","text_content":"","cta_text":"","cta_url":""},"nav_logo":false,"nav_form_text":"","disable_navigation_form_link":false,"event_date_format":"default","event_time_format":"H:i","event_hashtag":"","meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","event_agenda_group":[{"agenda_group_title":"","event_agenda":[{"agenda_date":"22\/01\/2026","agenda_tab_label":"","agenda_details":[{"agenda_title":"F\u00fchrung \u00abmedien.welten\u00bb","agenda_start_time":"13:00:00","agenda_end_time":"13:45:00","agenda_single_description":"

Wir telefonieren Tag f\u00fcr Tag, sehen Fernsehbilder aus aller Welt, machen Schnappsch\u00fcsse mit Handy-Kameras, surfen in den Weiten des Internets, nutzen KI… Sch\u00f6n ist die neue Medienwelt, aber wie ist sie entstanden? In einer exklusiven F\u00fchrung tauchen Sie ein in die Geschichte der Medien seit der Neuzeit. Der thematische Bogen spannt sich von Post, Telegrafie, Telefonie, Funk und Rundfunk \u00fcber Buchdruck, Bilddruck, Fotografie, Film, Fonograf und Grammofon bis zu Datenverarbeitung, Computer und Internet. Die Teilnehmerzahl f\u00fcr die exklusive F\u00fchrung ist auf 25 Personen limitiert.<\/p>\n

Sichern Sie sich Ihren Platz: rainer.weinzettl@genesys.com<\/a><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Herzlich willkommen!","agenda_start_time":"13:30:00","agenda_end_time":"14:00:00","agenda_single_description":"

Tee, Networking & Fingerfood<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Willkommen im Kundenerlebnis der Zukunft","agenda_start_time":"14:00:00","agenda_end_time":"14:10:00","agenda_single_description":"

Begr\u00fc\u00dfung durch:
\nManuela Mohr-Zydek, Country Manager \u2013 Salesforce Austria
\nRainer Weinzettl \u2013 Marktaufbau Genesys \u00d6sterreich<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Willkommen im TMW!","agenda_start_time":"14:10:00","agenda_end_time":"14:20:00","agenda_single_description":"

Eine kleine Geschichte der Kommunikation<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Die Evolution der Kundenkommunikation.","agenda_start_time":"14:20:00","agenda_end_time":"14:40:00","agenda_single_description":"

Referent<\/strong>
\nRainer Weinzettl, Marktaufbau \u2013 Genesys \u00d6sterreich<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Weltpremiere in Wien: CEX Trendradar 2026","agenda_start_time":"14:40:00","agenda_end_time":"15:15:00","agenda_single_description":"

Prof. Dr. Nils Hafner pr\u00e4sentiert die neusten Entwicklungen des von ihm gemeinsam mit Harald Henn entwickelten CEX Trendradars. Dieser wird Jahr f\u00fcr Jahr von tausenden F\u00fchrungskr\u00e4ften im Kundenmanagement aufmerksam gelesen und zur Steuerung der Aktivit\u00e4ten im CX genutzt. Prof. Hafner prognostiziert die Entwicklungen der Trends und geht auf die L\u00f6sung aktueller Management-Probleme im Customer Experience Management ein.<\/p>\n

Referent
\n<\/strong>Prof. Dr. Nils Hafner, Professor f\u00fcr Kundenbeziehungsmanagement an der Hochschule Luzern, Autor CEX-Trendradar<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Kaffee & Kuchen","agenda_start_time":"15:15:00","agenda_end_time":"15:45:00","agenda_single_description":"

Zeit zum Geniessen und Raum f\u00fcr inspirierendes Networking und spannende Demos<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Customer Experience Orchestration: Wenn Kundenzentrierung zur Unternehmenskultur wird","agenda_start_time":"15:45:00","agenda_end_time":"16:05:00","agenda_single_description":"

Echte Kundenerlebnisse entstehen nicht am Point of Sale, sondern in der Denkweise der Organisation. Dieser Vortrag zeigt, wie CX zur DNA des Unternehmens wird.<\/p>\n

Referent:innen<\/strong>
\nJelena Djurdjevic \u2013 Senior Manager, Deloitte Digital
\nRogier Bosch \u2013 Senior Manager und Genesys Alliance & Practice Lead, Deloitte Digital<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Effizienter Kundenservice braucht KI und den Menschen","agenda_start_time":"16:05:00","agenda_end_time":"16:45:00","agenda_single_description":"

Im Mittelpunkt dieses Vortrags und der Demo steht die Synergie von Mensch und KI f\u00fcr einen ebenso effizienten wie empathischen Kundenservice. Durch die Leitung hybrider Teams und den Einsatz intelligenter KI zur Entlastung der Mitarbeitenden holen wir den Kunden genau dort ab, wo er es w\u00fcnscht \u2013 auf jedem Kanal und zu jeder Zeit. So schaffen wir den Freiraum, um Kunden individuell zu betreuen, egal ob sie eine schnelle, automatisierte L\u00f6sung suchen oder das empathische Gespr\u00e4ch mit einem Menschen bevorzugen.<\/p>\n

Referent:innen
\n<\/strong><\/p>\n

Ragna Ghoreishi, Account Executive \u2013 Agentforce Service, enterprise, Salesforce
\nStefan Rehm, Account Executive \u2013 Agentforce Service, commercial, Salesforce
\nBernd Ritz, Principal, Specialist SE \u2013 Agentforce Service, Salesforce
\nDaniel Stanek, Solution Consultant \u2013 Genesys<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Best Practice Kamingespr\u00e4ch","agenda_start_time":"16:45:00","agenda_end_time":"17:15:00","agenda_single_description":"

Referent:innen<\/strong>
\nWerner Kraus, Chief Commercial Officer Business, Magenta Telekom<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Paneldiskussion \u00abCX 2027 \u2013 Die Zukunft gestalten.\u00bb","agenda_start_time":"17:15:00","agenda_end_time":"17:45:00","agenda_single_description":"

\u00dcber Change, Mut, Menschlichkeit und wie wir in Zukunft Kunden- und Mitarbeiterherzen gewinnen.<\/p>\n

Referent:innen<\/strong><\/p>\n

Manuela Mohr-Zydek \u2013 Salesforce Austria
\nKarin Mair \u2013 Managing Partner SRT und T&T, Deloitte
\nNils Hafner \u2013 Hochschule Luzern
\nWerner Kraus \u2013 Magenta Telekom
\nDavid Marc\u00e8s \u2013 Genesys<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Zusammenfassung und Ausblick","agenda_start_time":"17:45:00","agenda_end_time":"18:00:00","agenda_single_description":"

Referent:innen<\/strong>
\nManuela Mohr-Zydek, Country Manager – Salesforce Austria
\nRainer Weinzettl \u2013 Genesys<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Ausklang bei Wiener Klassikern und Kaiserlichen Schmankerln","agenda_start_time":"18:00:00","agenda_end_time":"","agenda_single_description":"

Flying Dinner, Fortsetzung Networking, Demos und Gedankenaustausch
\n(bis ca. 20 Uhr)<\/p>\n","agenda_session_speakers":false}]}],"additional_agenda_content":""}],"event_speakers":[{"speaker_name":"Rogier Bosch","speaker_position":"Senior Manager und Genesys Alliance & Practice Lead, Deloitte Digital","speaker_description":"","speaker_image":602156,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/rogierbosch\/"}]},{"speaker_name":"Bernd Ritz","speaker_position":"Principal Specialist Solution Engineer - Agentforce Service ","speaker_description":"","speaker_image":609992,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/berndritz\/"}]},{"speaker_name":"Jelena Djurdjevic","speaker_position":"Senior Manager, Deloitte Digital","speaker_description":"","speaker_image":602154,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/jelenadjurdjevic\/"}]},{"speaker_name":"Ragna Ghoreishi","speaker_position":"Account Executive - Agentforce Service, enterprise ","speaker_description":"","speaker_image":602158,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/ragnaghoreishi\/"}]},{"speaker_name":"Prof. Dr. Nils Hafner","speaker_position":"Professor f\u00fcr Kundenbeziehungsmanagement an der Hochschule Luzern, Autor CEX-Trendradar","speaker_description":"","speaker_image":602160,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/nilshafner\/"}]},{"speaker_name":"Werner Kraus","speaker_position":"Chief Commercial Officer Business, Magenta Telekom","speaker_description":"","speaker_image":603202,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/werner-kraus-759430\/"}]},{"speaker_name":"Karin Mair","speaker_position":"Managing Partner SRT und T&T, Deloitte","speaker_description":"","speaker_image":602162,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/karin-mair\/"}]},{"speaker_name":"Manuela Mohr-Zydek","speaker_position":"Country Manager Salesforce Austria","speaker_description":"","speaker_image":602155,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/manuela-mohr-zydek\/"}]},{"speaker_name":"Stefan Rehm","speaker_position":"Account Executive - 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