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September 22nd,

2026

|

10:00AM

–

11:30PM

Salesforce Office Munich

& Pschorr Bräurosl (Oktoberfest)

Service Connect Munich -
Dreamforce To You Edition

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See Agenda

Event Details

On September 22, just days after Dreamforce, we're bringing the most relevant AI & Service insights straight to Munich. A focused day for senior Service, IT and CX leaders to learn what's next for Service — and what to do about it. Followed by an evening at the Oktoberfest. Because this is Munich.

What to Expect

> Post-Dreamforce Insights — What the latest AI & Service innovations mean for your service operations, your agents, and your customers
> State of Service Panel — New report findings, AI Agents in practice, and real stories from Salesforce customers
> Breakout Sessions — Go deep on what matters to you: Agentforce Contact Center, Field Service, Employee Service, AI Agents and more
> Peer Exchange — Candid roundtables with senior CX, IT & Service professionals
> Oktoberfest Networking — From 4:30 PM, we move the conversation to the Pschorr Bräurosl tent

Note: This event will be held in German – with selected sessions in English.

Our Co-Hosts

Agenda

10:00 AM - 10:30 AM

Arrival & Registration

Grab a coffee, get your badge, and meet fellow Service leaders before the day kicks off.

10:30 Am - 11:15 AM

Fresh from Dreamforce — what it means for Service

Our team unpacks the biggest AI & Service announcements from Dreamforce and what they mean for your business.

JAKUB SANTUR, RVP Sales, salesforce

ANGIE KORKISCH, Lead Specialist SE, SALESFORCE

11:15 AM - 12:00 Am

State of Service Panel: AI Agents

Salesforce experts and customers discuss the findings from the brand-new State of Service Report — real AI Agent use cases, honest challenges, and what's actually working in the field.

Dr. Heiko Dirlenbach, Head of Digital Sales, Flender GmbH

RobERT Schulze, team lead Salesforce, opta Data

VOLKER CLEMENS, Head of Competence Center Partner, Viessmann

Ragna Ghoreishi, salesforce

12:00 AM - 1:00 PM

Lunch & Networking

A proper break to recharge, connect with peers, and continue the conversations that matter.

1:00 PM - 1:45 PM

Start Your Engines: Mercedes-Benz Takes Agentforce Contact Center for a Test Drive

Why did Mercedes-Benz choose Agentforce Contact Center for its pilot? Discover the key drivers behind the decision, the role of AI and Salesforce, and how Mercedes-Benz is working with Bucher + Suter to bring the solution from concept to the road.

MICHAEL DERGUINI, HEAD OF SALES AND PROCUREMENT, MERCEDES-BENZ USED PARTS

Niko Polatsidis, Leitung E-Commerce & Marketing, Mercedes-Benz Used Parts

ALEXANDER KLENNER, SENIOR CONSULTANT, BUCHER + SUTER

Raphael Frechen, Strategic Sales, Agentforce Contact Center, Bucher + Suter

Miro Döring, Cloud Account Executive, salesforce

1:45 PM - 2:30 PM

3x Breakout Sessions in parallel

Choose your track

> Service Maturity & Transformation | The Evolution of Help Agents: from Good to Great (10th floor)

> Field Service Produktupdate & Praxiseinblicke von Dental Bauer (Ground Floor 01)

> Von Customer Experience zum Employee Experience Roundtable (Ground Floor CO4)

Jan Schaumlöffel, IT-Anwendungsberater, Dental Bauer

Karsten Baumhöfer, CEO, MYCOM GMBH

Angie Korkisch, Lead Specialist SE, salesforce

Jens Fehrenbacher
Strategic Account Executive Service Cloud, salesforce

nadia bischof, RVP Sales, salesforce

Cyril Rüegg, Cloud Account Executive, salesforce

Heimo Stocker, Cloud Account Executive, salesforce

jan zimmermann, Regional Sales Director, salesforce

dragan miocinovic, Distinguished, Specialist SE, salesforce

2:30 PM - 3:15 PM

3x Breakout Sessions in parallel

A second round of focused breakouts covering

> Sky Deutschland: From Operational Efficiency to Empathetic Human-Centric Service at Scale (10th floor)

> Field Service (Ground Floor 01)

> Service Maturity & Transformation | The Evolution of Help Agents: from Good to Great (Ground Floor CO4)

Katharina Wunderlich, Director Product Management Customer Solutions, Sky Deutschland GmbH

Dennis Kubitza, Vice President Digital Service Experience, Sky Deutschland GmbH

DIA digital consulting

jan zimmermann, Regional Sales Director, salesforce

dragan miocinovic, Distinguished, Specialist SE, salesforce

3:15 Pm - 3:30 PM

Wrap-Up & Next Steps

Key takeaways from the day, what to watch for, and how to bring the momentum back to your team.

jakub santur, salesforce

4:30 PM - 11:30 PM

Oktoberfest Networking at Pschorr Bräurosl

End the day the Munich way — connect with fellow Service, IT & CX leaders in one of Oktoberfest's most iconic tents.

Salesforce Office Munich

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