EO Day 2024 in Stuttgart

Under the motto NextGen CX. Leading through AI, EO Day 2024 presents the future of customer interaction. AI “made in Germany” will revolutionize the customer experience.

2 speakers | 4 panelists | 4 teams | 150 participants | 40 companies

The latest edition of the event series brought together around 150 future designers from the automotive, banking, insurance, public administration, UX design and many other sectors to discuss the question: What does the future of customer experience look like and what impact will AI have?

Kai Müller, Founder & CEO of Experience One, hosted the evening and gave an insightful presentation on the status quo of AI readiness. Similar to autonomous driving with its automation levels from 1 (little assistance) to 5 (fully automated), AI will be able to handle tasks better and better in the coming years with less and less human intervention—perhaps even to the point of full AI autonomy. This will radically change the customer experience. In her keynote speech “How leadership and innovation succeed with AI”, data science expert Katharina Schueller (STAT-UP) shared how companies and institutions are mastering these challenges. With her illustrative projects from the public sector, she showed what it takes to successfully bring people along on the transformation journey: Delivering sustainable value to customers and employees through AI, developing solutions that conserve resources and also having the courage not to implement things if they do not contribute to the solution. Above all, this requires the ability to understand AI (data and AI literacy) and a certain degree of observation and adaptability. In short: trust — want — understand — can. In the panel discussion with Markus Scholz (Director IT Strategy & Chief Enterprise Architect at Mercedes Benz), Katharina Schueller, Oliver Jung (Head of Corporate Development at BARMER), and Anita Klingel (Head of AI, PD – Berater der öffentlichen Hand Gmbh) key issues of AI-driven transformation were discussed. The most important findings:

• AI needs translators who bring together and moderate techies, consultants and customers and their different needs
• The AI Act is a decisive USP in competition with Asia and the US and is wrongly associated only with overregulation
• Governance is back in fashion and is not slowing down development, but actually accelerating it

In addition to “Food for Thought”, new technologies for touching and experiencing - from the Apple Vision Pro to the conversational website of the future.

In the practical sessions in the afternoon, the teams from Bosch Digital, EnBw, Finanz Informatik and Holger Grünwald and Sebastian Luxem (Experience One) pitched their exciting AI cases and provided insights into the key success factors and lessons learned from their projects.

• GenAI image generation: A collaborative approach across departments (Bosch Digital)
• Let’s talk about heat pumps: How EnBw is using an AI chatbot to get people interested in sustainable heating (EnBw)
• FI GBS Bot: GenAI chatbot as a smart source of knowledge for the overall bank simulation application (Finanz Informatik)
• Customer Insights Studio: AI-supported customer personas for customer-centric product development—the companion for marketing, UX design, product ownership and project managers (Experience One)
• Dialogues of Tomorrow: How we will have to completely rethink websites based on dialog to design conversational experiences in the future and how this works technologically (Experience One)