Customer Experience, AI, and New Ideas: 2be at infinit.cx in Munich
A day full of new inspiration, exciting conversations, and fresh ideas: Together with several partners, Matthias attended Detecon’s 2nd Consultant Day hosted by infinit.cx in Munich. The focus was on a question that’s currently on the minds of many companies: How can customer communication be made smarter, more efficient, and at the same time more personalized in the future?
Customer expectations are changing rapidly. Communication needs to be fast, personalized, cross-channel, and as straightforward as possible. At the same time, companies face the challenge of making processes more efficient, reducing the workload on employees, and integrating new technologies effectively into existing structures.
It is precisely at this intersection that customer experience, modern communication platforms, and artificial intelligence come together. As became clear at the Consultant Day, it is no longer a matter of using individual tools in isolation. What matters most is the interplay between technology, processes, data, strategy, and the people who work with them.
Focus on Modern Communication Platforms and Agentic AI
With comprehensive product expertise and years of hands-on experience, infinit.cx helps companies unlock the full potential of modern communication solutions. Among other things, the company focuses on platforms such as Genesys and Sprinklr as well as Agentic AI solutions from Parloa and Cognigy.
The key questions here are: Where can AI actually improve customer communication? Which processes can be intelligently automated? How can companies respond more quickly without losing a sense of personal connection? And how must existing workflows be designed so that new technologies can actually have an impact?
Agentic AI, in particular, illustrates just how much customer service and communication could change in the coming years. AI systems are increasingly evolving from purely assistive solutions into systems that can independently handle tasks, prepare decisions, and support complex processes.
Workshops, exchanges, and new approaches
Together with numerous moderators, experts, and partners, the event in Munich sparked in-depth discussions, new perspectives, and concrete solutions. The focus was not only on the current state of the art, but above all on the question of which topics will truly be relevant for companies in the coming months and years. Some of the approaches that emerged have the potential to have an impact far beyond individual projects. We won’t reveal any more at this point—but one thing is certain: exciting ideas have been set in motion here.
A key insight that also aligns very well with our work at 2be: New technologies do not automatically deliver value. An AI solution does not in itself make for an intelligent process. A new platform does not automatically improve customer communication. And a modern tool does not solve structural problems if processes, responsibilities, and goals are not clearly defined.
The 2nd Consultant Day in Munich demonstrated just how valuable open dialogue between different disciplines, partners, and perspectives can be. When technological expertise, strategic thinking, and practical experience come together, solutions emerge that can truly help companies move forward. A heartfelt thank you to Thomas Denk, Markus Lill, Kai Nörtemann, Evelyn van Haastert-Heine, and the entire infinit.cx team, as well as to everyone involved, for the excellent organization, the engaging workshops, and the open dialogue.
Curious now?
Our contact persons will be happy to help:
Matthias Brinkmann
+49 911 47494949
brinkmann@twobe.de
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