Arrive, check in, and get inspired as you explore the Expo and live demos. Connect with peers, meet Salesforce partners, and see the latest service innovations in action before the main program begins.

Explore how humans, AI agents, and data come together to redefine Service, driving smarter interactions, greater efficiency, and more connected customer experiences — today and into the future.

> Alexander Wallner, EVP and CEO Central Europe at Salesforce

> Christian Baumgärtel, RVP Sales, Agentforce Service at Salesforce

> Dragan Miocinovic, Distinguished Specialist SE at Salesforce

Join a powerhouse panel of award-winning service champions as they pull back the curtain on the strategies, failures, and breakthroughs defining 2026. This Serviceblazer panel brings together Salesforce leaders and customers to explore how service teams are shaping 2026. Panelists share real AI and transformation use cases, show how humans, AI agents, and data connect, discuss common challenges, and highlight the skills and strategies teams need to deliver growth, efficiency, and exceptional customer experiences.

> Sabine Meyer, Head of Sales IT Vehicle & Components at MAN Truck & Bus SE

> Martin Felder, Director Business Service Centers Europe West at Linde

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

> Stefan Bielefeld, Director Business Development at A-Rosa
> Ragna Ghoreishi Niaki, Cloud Account Executive at Salesforce

Discover the latest breakthroughs in Contact Center as we showcase how voice technology and agentic intelligence are transforming customer interactions and empowering service teams.

> Prasad Raje, SVP Product Management, Service Cloud at Salesforce

> Arvid Bux, Product Management Director at Salesforce

In this session, a leading manufacturer shares how it built a unified service ecosystem with Agentforce Service, connecting every communication channel into one seamless experience. At the center is a high-performance AI Employee Agent that supports service reps in real time—including chat—through contextual intelligence and automated workflows. The result: lower cognitive load, faster resolutions, measurable business impact, and a major leap in operational efficiency.

> Kim Warmerdam, Head Service Excellence at WSA

> Rajko Patz, Named Account Executive - MedTech at Salesforce

Discover how MAN Truck & Bus revolutionized global workshop and service support with ServiceMAN. This Salesforce-powered platform streamlines communication between mechanics, support teams, and partners across 120+ countries. With integrated knowledge-lifecycle automation and seamless case handling, the tool boosts agent productivity and significantly reduces the need for escalation. Today, over 1,400 Service Cloud users and 8,000 Partner Community users rely on ServiceMAN to resolve issues faster and keep trucks where they belong—on the road.

> Sabine Meyer, Head of Sales IT Vehicle & Components at MAN Truck & Bus SE

> Florian Gehring, Co-Founder & Managing Director at Salesfive GmbH

> Miro Döring, Cloud Account Executive at Salesforce

Linde shares how they accelerated process automation with Agentforce – moving from hackathon prototypes to production in their service management environment. Starting with real business pain points and clear use case ideas, the team rapidly transformed experimentation into scalable automation. The session highlights key learnings, success factors, and the impact on service efficiency and customer satisfaction.

> Bettina Hoff, Functional Consultant & Business Applications Salesforce at Linde GmbH

> Nicole Chipps, Senior Project Manager Digital & eCommerce RGG at Linde GmbH

Master the essential building blocks of the world’s leading service platform. In this interactive workshop, Salesforce and our partner Abilex will show you how to establish a modern service foundation — from classic Service Cloud basics and Digital Engagement to Customer Community and the groundbreaking new world of Agentforce.

We will take a focused look at the collaboration between humans and AI, demonstrate the potential of our platform, and go far beyond theory. In a live demo followed by a discussion session, you will experience firsthand how to leverage these foundations to make your customer service more efficient, smarter, and future-ready.

> Marvin Kreck, Lead of Delivery Salesforce at abilex GmbH

> Alexandre Bork, Cloud Account Executive at Salesforce

Join us to explore how Agentforce Contact Center revolutionizes customer engagement by meeting customers on their preferred channel.
With Agentforce Voice, we're completing the spectrum of contact center channels on one unified platform – handling all communication in one hand.
We'll deep dive into service centers built on Salesforce, discussing technical architecture, integration considerations, and implementation approaches. All from an end to end perspective - from Contacts Centers up to Business Telephony.

> Bruno Grünig, Advisory & Sales Lead EMEA at Bucher-Suter

> Wolfgang Lohninger, Cloud Account Executive at Salesforce

> Kai Braband, Principal Specialist SE at Salesforce

Explore in this breakout session the different steps in a typical Field Service transformation story—together with our partner MyCom and our customer dental bauer GmbH. Discover how this project was successfully implemented and learn firsthand how to continue maximizing value and innovating your service business.

> Sabrina Stimpel, Projektleitung Digitalisierung & Prozessoptimierung bei dental bauer GmbH

> Jan Schaumloeffel, SAP Anwendungsberater bei dental bauer GmbH

> Karsten Baumhöfer, CEO bei MYCOM GmbH

At HOMAG, great service means responding quickly and standing side by side with customers—both remotely and on site. Delivering this level of support requires process-driven service building blocks and a connected digital foundation powered by Salesforce. In this session, discover how HOMAG combines structured service processes with innovative technology to ensure speed, proximity, and lasting customer value.

> Andrea Rosa, Senior Manager - Head of Global Software and Digital Support & Service BPO at HOMAG

> Stefan Reumann, Senior Manager at Bearing Point

> Tom Becker, Manager at Bearing Point

> Jens Fehrenbacher, Cloud Account Executive at Salesforce

Discover how Flender modernized its sales and service operations with an AI-powered agent built on Salesforce Agentforce. At the center of this transformation is Alfred, Flender’s AI assistant. Alfred analyzes equipment data to deliver instant, personalized service recommendations, automates lead creation, and significantly reduces manual sales and service workload. Join us to explore how Alfred unlocks faster service, smarter processes, and a next-generation customer experience.

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

> Alfred, AI Assistant at Flender GmbH

> André Jansen, Senior Director | Salesforce & CRM Practice Lead at IBM 

> Oliver Naimann, Salesforce Solution Architect at IBM 

Experience the future of customer experience with Agentforce — where AI and human agents work seamlessly together across every channel. Watch how customers get instant, intelligent responses via email, WhatsApp, and web chat, with smooth escalations to live agents when it matters most. From automated order status updates and return requests to warranty claim handling and product compatibility questions, every interaction is handled with precision and context.

> Ingmar Peters, Head of Solution Consulting at DIA

> Michelle Hummelt, OMS & Commerce Lead Solution Engineer at Salesforce

> Ramez Louis, Principal Solution Engineer, Retail & Consumer Goods at Salesforce

Discover how to streamline your Quote-to-Cash process. We’ll demonstrate how combining Salesforce Revenue Lifecycle Management and Service Portals speeds up sales cycles and boosts the propensity to buy. Learn to empower customers through intuitive Self-Service portals that simplify complex buying and drive efficiency.

> Lara Lucia Freistedt, Cloud Account Executive at Salesforce

> Christian Schmatz, Cloud Account Executive at Salesforce

Great service starts with the human touch - empathy, clarity, and trust. AI Assist is an in-workflow AI capability that helps teams scale that experience by generating, summarizing, and improving content based on business context - securely and consistently. In 45 minutes, see how Salesforce AI Assist in Service reduces cost-to-serve, lifts quality and compliance, and speeds agent ramp, plus a practical KPI and rollout blueprint.

> Tamara Klukas, Cloud Account Executive at Salesforce

> Franz Klaus, Principal Specialist SE at Salesforce

With Salesforce OpenCTI in maintenance mode and heading toward retirement, now is the time to modernize. Join us to learn how to transition to Salesforce Voice, see a real customer migration use case, and discover how AI enhances agent performance and customer experience. We’ll also explore how Salesforce Voice powers Agentforce — and how Vonage helps you accelerate your business

> Maria Adey, Sales Manager EMEA at Vonage

> Lyndon Myall, Senior Solutions Architect at Vonage

In this session, we demonstrate how we successfully implemented Service Cloud in customer service and sustainably transformed our processes. We also showcase concrete AI use cases with AgentForce that increase efficiency, reduce service times, and empower employees — delivering measurable improvements in customer experience and true scalability.

> Sandra Ebert, Head of Digitalization Management Customer Order at Deutsche Telekom Service GmbH 

> Matthias Johannes Hoffmann, Global Center of Excellence Lead Salesforce at Deutsche Telekom IT GmbH

> Matthias Buba, Cloud Account Executive at Salesforce

How can a leading healthcare software provider create a truly unified experience across inpatient facilities, outpatient services, and home-based care? In this session, discover how Medifox DAN — a ResMed company — is leveraging a unified service backbone to bridge the gap between administrative operations and frontline care delivery.

Learn how an AI-powered operating model connects structured processes with intelligent, multi-channel communication to reduce the administrative burden on caregivers. See how a scalable platform turns technical infrastructure into a driver of high-quality, personalized care and seamless patient support.

 
> Katja Langensteiner, Director Customer Success & Service at Medifox 

> Hendrik Adam, CEO & Founder at DIA

In an interactive session enabled with the powerful solution of Salesforce and Genesys Cloud Knauf gives insights about their Customer Service Transformation.
Focus lies on hypotheses-based key success factors around: Delivery & Rollout-approach, organizational readiness & set-up, Customer Service Journey and related solution capabilities.

> Florian Hugel, Senior Manager Service Excellence at Knauf

> Justus Scholz, Deloitte Consulting Manager at Deloitte

> Jens Fehrenbacher, Cloud Account Executive at Salesforce

Discover IT Service by Salesforce, the platform designed to empower IT teams and delight employees. This session explores how organizations are adopting this solution to centralize IT service management, automate routine tasks, and deliver faster support. Through demos and examples, see how IT Service brings the power of Salesforce to internal operations and unlocks new possibilities for IT teams.

> Hakan Ugur, VP Sales DACH at MYCOM

> Stefan Rehm, Cloud Account Executive at Salesforce

> Patrick Cox, Distinguished Specialist SE at Salesforce

Customer expectations have shifted from "fast response" to "instant resolution." To meet this demand, your service organization needs more than just a chatbot—it needs a "Unified Brain." High-performing service teams are moving away from fragmented data silos toward a Data 360 strategy that feeds both human experts and digital agents the same real-time intelligence. Join us to explore how this "Brain" fuels Agentforce to handle high-volume business cases.

> Horst Urlberger, Cloud Account Executive at Salesforce

AI is shaping customer service like almost no other innovation before it. We show how Agentforce tames the "ticket avalanche": standard questions are intercepted, inquiries are automatically categorized, and complex cases are prepped with draft responses. Agents no longer have to reinvent the wheel; instead, they simply provide the final polish to Agentforce’s groundwork. This shifts the focus from managing pure volume to delivering true quality.

> Stefan Schiedermaier, Senior Managing Consultant & Teamlead Salesforce bei NTT DATA Europe & Latam

> Robert Sirola, Cloud Account Executive at Salesforce