B2B Service Management
22. - 23. October 2019


Overview of the Event Speaker

Kai Altenfelder Board / President

Christian Burdin Head of Global Service & Support

Oliver Burmester-Schick Senior Account Manager

Jana Frank Head of Service Management Department

Jürgen Gabriel Head of Service Development

Jochen Gaßner VP Product Management

Maximilian Schnippering Business Specialist - Recurring Revenue

Dr. Christian Hansen Vice President Technology & Innovation (CTO)

Johannes Harding Director Strategy and Innovation

Susanne Henkel Managing Director

Dr. Michael Honné Head of Global Service

Wolfgang Krenkler International Director at AFSMI, Service Manager EMA at Becton Dickinson

Alexander Kuhl Director of Customer Experience and Service

Judith Kötzsch Head of Business Development Service & Technical Support

Lennard Holst Head of Department Service Management

Dieter Lindenmayer Vice President Service 4.0 and Global Customer Care Center

Moritz Otteni Head of Partner Management

Rainer Salomon Director Drives Services Central Europe

Oliver Schlageter Field Service Management Expert

Armin Wallnöfer Digital Leader, Motion Germany

Ludger Wölfel Manager Product Development

Strategic realignment of service and after-sales processes

Excellent customer relationship management in B2B includes excellent service processes. In this area, too, digitization opens up new possibilities for networked and personalized customer experiences that are based on what Amazon & Co. sets as the standard in B2C.
There are many starting points and building blocks for optimized service processes in B2B: Self-service portals, chatbots, predictive analytics, innovative after-sales processes and spare parts management.
By using new technologies, touchpoints can be connected even better and the customer journey can be further optimized. In this way, new business models in service can be built up, which bring with them far-reaching potential through the use of AI and machine learning.

Key Topics

  • New business models in service
  • From manufacturer to service provider
  • Aftermarket & Spare Parts Business
  • Smart Services
  • Field Services
  • Customer Experience
  • IoT & Industry 4.0
  • Self-service portals

Circle of Participants

  • Head of Service Management
  • Head of Customer Service
  • Head of Aftersales


For further information please visit our German event page 

German Event Page


…or get in touch with us directly:



Titanic Chaussee Hotel

Titanic Chaussee Hotel, Chausseestr. 30,

Welcome to the Titanic Chaussee Hotel Berlin. The Titanic Chaussee Hotel is located just a few minutes’ walk from Berlin’s centre, amidst Berlin’s sights such as the Museum of Natural History and the Berlin Wall Memorial. A good connection is guaranteed by the nearby central station. Numerous bars, cafés as well as galleries and boutiques in the immediate vicinity invite you to linger.

Despite their urban location, you sleep peacefully in the 376 elegantly furnished rooms and start the day relaxed. The modern rooms are equipped with large bathrooms and offer free WLAN access. The kitchen of the Titanic Chaussee Hotel combines tradition with modernity under Mediterranean focus and captivates with exquisite delicacies from the patisserie. Spread over two floors, the 3,000m² wellness area offers you an indoor pool, steam bath, sauna and a fitness area with state-of-the-art equipment.

more details www.titanic.com.tr/titanicchausseeberlin/default-de.html

Evening Event


Behrenstraße 72 | Adlon Palais | 10117 Berlin

The team around chef Manish Bahukhandi, who is internationally regarded as one of the most distinguished representatives of Indian “rustic cuisine” and has been won exclusively for the INDIA CLUB, guarantees the highest level of North Indian cuisine. We seduce you with North Indian cuisine as you only know it from London or India itself. Bread, meat and vegetables are cooked in our clay tandoori ovens, which are extremely rare in this country – vitamin-friendly, taste-enhancing and healthy.

Those who appreciate Indian cuisine also like to eat without meat, which is why the INDIA CLUB offers an exceptionally large selection of vegetarian dishes with a thousand Indian spices – with turmeric, ginger, black mustard, cardamom, cumin, saffron, curry, cloves, cinnamon and mint the guest is kidnapped into the Indian spice world.

More details can be found at: https://www.india-club-berlin.com/


Cooperation Partner