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

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

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, Service AI Agent at Flender GmbH

> André Jansen, Senior Director | Salesforce & CRM Practice Lead at IBM 
> Oliver Naimann, Salesforce Solution Architect at IBM 

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

Gain first-hand insights into how Knauf has fundamentally transformed its customer service. In this on-demand session, the company shares valuable expertise and analyzes hypothesis-based success factors that are critical to building a modern service landscape.

 
> Florian Hugel, Senior Manager Service Excellence at Knauf

> Justus Scholz, Deloitte Consulting Manager at Deloitte