On July 22, more than 50 participants came together for the Deep Dive Day at Wavestone in Munich to dive into the future of customer interfaces - with a clear focus on innovative technologies, practical use cases and strategic approaches along the customer journey.
After the opening and welcome by Dr. Peter Blumer and Walter Kuhlmann, Debora Andriaccio introduced us to the topic with a well-founded presentation of her planned study on customer interfaces of the future - together with Moritz Lübke, who focused in particular on the technical and procedural feasibility.
A particular highlight was the practical contribution from Allianz: Dr. Ömer Uludag and Tamara Guhl gave an impressive presentation on how Conversational AI is used in claims management - a powerful example of how technology can create real added value for customers and companies.
Johannes Windus then shed light on the current and future potential uses of AI for insurers - and how they can be used specifically to increase efficiency and focus on the customer.
Workshops with depth
After the best-case presentation in the morning, the participants continued hands-on in the afternoon: in various workshops, the participants jointly developed specific use cases and discussed success factors and challenges when using AI at the customer interface:
- Dennis Glüsenkamp & Axel Demel: Use case development for the use of AI
- Thomas Planinschetz & Johannes Windus: Challenges and enablers for the use of AI
- Sophia Ohnhäuser & Alina Köhler: Personas at the customer interface and AI potentials
The results were diverse, practical and inspiring. The key finding was that successful customer interfaces require a clear structure, genuine customer orientation and cross-technology thinking.
We took away many important learnings from discussions, presentations and workshops:
- Innovation culture needs leadership - top-down and bottom-up
- Customer experience comes before tool selection
- Agentic AI is more than just a buzzword: it changes real processes
- The most important contribution of AI remains the question: "What can we do better?"
Networking & Community
At the final get-together, there were not only drinks, but also plenty of room for personal discussions, exchange of experiences and new connections within the ITHM community.
A big thank you to the team at Wavestone for their hospitality and the inspiring space you have created.
Special thanks go to our speakers and moderators:
Dr. Peter Blumer, Walter Kuhlmann, Debora Andriaccio, Moritz Lübke, Dr. Ömer Uludag, Tamara Guhl, Johannes Windus, Dennis Glüsenkamp, Axel Demel, Thomas Planinschetz, Tim Schröder, Sophia Ohnhäuser and Alina Köhler - you made this day something special with your knowledge, your experience and your commitment!
And of course to our community: Thank you for your active participation - see you at the next community event!
