Hands-on customer journey management — request the recordings free of charge

Online booking, walk-in visitors, check-in by QR code or appointment number, digital calling displays and live control — all in one platform instead of many isolated tools. See how the customer journey works today: from check-in at the terminal to the analysis in reporting — and what it does for efficiency, staff satisfaction and customer satisfaction.

What to expect

• › ADAC Westfalen in practice: appointment check-in by QR code or appointment number and a simple choice of concern for walk-ins — with automatic routing to the right advisor
• › Comfortable waiting: called forward via digital signage straight to the reserved advice desk; information and offers on screen for members and customers while they wait
• › Real-time control: a live overview of utilisation and waiting times in the live view
• › Integration: an open REST API to connect specialist systems for end-to-end processes
• › Outlook on Smart NexCX: Dennis Iyoob in conversation with David Gaßmann and Kai Kuchendorf about what is coming — from the MCP interface through Outlook synchronisation and resource coupling to AI bots that book appointments in natural language

What is expected of digital services is changing fast: AI, voice bots, chatbots, intelligent booking, resource coupling, Outlook integration — much of what sounded like the distant future a few years ago is reality today. That is why we built Smart NexCX. In this webinar for existing customers we show where the journey is heading.

What to expect

• › What sets Smart NexCX apart from Smart CX
• › Which new possibilities Smart Connect AI opens up
• › How voice and chat bots enable real transactions
• › Which new modules are already available
• › What the path looks like for existing customers

Stop thinking of appointments as single calendar entries — think of them as a workflow of person, room, equipment and time. That is how single appointments become dependable, end-to-end processes with far less coordination effort.

What to expect

• › Resource coupling instead of isolated tools
• › Transparent processes instead of coordination chaos
• › Two-way Outlook synchronisation instead of broken system boundaries
• › The result: less effort, more overview and noticeably more efficient day-to-day processes

Interaction is changing: what used to be a process becomes a dialogue. What used to be a channel becomes context. What used to be a system becomes connected intelligence. With Smart Connect AI we put the dialogue layer at the centre of modern customer experience. What matters is not the individual AI feature but the ability to connect every level of communication in one continuous, intelligently orchestrated dialogue system. Website, phone, administration and reporting no longer act in isolation — they communicate in context and in real time as an integrated part of Smart CX.

What to expect

• › Smart Connect AI as the intelligence layer that connects every level of interaction: voice, chat, admin and insights
• › Every component draws on the same dialogue context — information is kept, transitions are seamless, interaction learns
• › Live scenarios: intelligent pre-qualification, continuous context between chat and phone, capacity-optimised booking and well-founded decision support at management level

Without structured appointment management, peak times mean long waits, complex cases block the process and the load on staff keeps rising. Together with Jobcenter Landkreis Esslingen we show how digital appointment management steers visitor flows on purpose, makes processes more transparent and takes load off staff. The focus is on concrete day-to-day experience — not a product show, but practice you can adopt.

What to expect

• › Typical jobcentre challenges when visitor numbers are high
• › Steering appointments deliberately by concern and by capacity
• › Transparent processes for citizens
• › Relief for staff and more efficient case handling
• › First-hand experience from Jobcenter Landkreis Esslingen

Using the agriculture office as a real example, we show how context-aware appointment guidance works: farmers book their appointments for EU subsidy applications independently and flexibly — without lengthy phone coordination. Automatic questions make sure every application lands with the right contact immediately.

What to expect

• › Context-aware appointment guidance through intelligent pop-ups with upfront questions
• › The agriculture office in practice: independent, flexible booking of appointments for EU subsidy applications
• › Deliberate routing: every application lands with the right contact immediately — no detours, no idle time
• › A live demonstration of an online booking with routing
• › Further uses for administrations, authorities and organisations