Customer expectations are evolving faster than ever. Technology is accelerating change. Markets are becoming more complex. What remains constant is the need for strong leadership, shared intelligence and trusted partnerships.
TP’s Leader Insights Forum brings together senior decision-makers to exchange perspectives, explore real transformation journeys and discuss how human expertise and AI can create measurable impact.
Strategic Perspective
Gain cross-industry insights from leaders shaping customer experience at scale.
Register here
Practical Intelligence
Move beyond theory through real-world cases, transformation stories and best practices.
Meaningful Connections
Build valuable relationships in an executive setting designed for dialogue.
Moments that connect Strategy and Execution – Agenda
Each session is designed to inspire new thinking, challenge perspectives and provide practical insights that leaders can apply immediately.
Tuesday, April 28
Starting 5:30 PM
Welcome
Informal Networking Dinner
Innovation Impulse by
Networking Party
Wednesday, April 29
Starting 8:15 AM
Check In & Morning Coffee
Jorge Amar
Global CEO
Rainer Majcen
CEO GSM
Welcome to LIF
09:00 - 09:25 AM
Carsten Wirths
Project Lead
Matthias Riveiro
CEO DACH
Next-Gen Service Ecosystems Leveraging Digital Transformation requires Organizational Agility for Lasting Success
09:25 - 09:50 AM
The Importance of Human Connection
Empowered by Talks
09:50 - 10:15 AM
10:15 - 10:45 AM
Coffee Break
Stefan Heidtmann
CCO DACH
Tillmann Pape
Divisional VP Central & Eastern Europe
THE DUEL: Polarized PerspectivesThe Human Advantage: Myth or Reality in an AI-Augmented World?
10:45 - 11:10 AM
Paul van Doorne
Managing Director
Conversational AI Journey at Commerzbank
the road to Adoption and Business Impact
11:10 - 11:35 AM
Markus Trost
Partner
The New Leadership Mandate in the Age of AI: From Disruption to Sustainable Advantage
11:35 - 12:00 PM
Networking Lunch
12:00 - 01:00 PM
Panel Discussion
AI Adoption – Competitive Urgency or Strategic Overreaction?
01:00 - 01:40 PM
Pascal Due
Head of Advisor & CS
Alexandra Karrakchou
Senior Manager Partnermanagement & Operations CS
Markus Ring
Director AI Transformation
Franz Wimmer
Chief Revenue Officer
Sören Zeitler
Director Global CX
Reimagining Customer Operations through Centralization and AI-Technology
01:40 - 02:05 PM
Digital Transformation at BER Airport
02:05 - 02:30 PM
Aletta von Massenbach
Vorsitzende der Geschäftsführung (CEO)
02:30 - 03:00 PM
Coffee Break
Marcus Nessler
Head of Customer Experience
The Way to Success:What Fan Experience Teaches Us About Customer Experience
03:00 - 03:25 PM
Christian Patz
SVP Customer Operations
SKY Deutschland Customer Service Transformation Journey: From Rebuilding Trust to Scaling Emotion with Agentic AI
The forum takes place at the AXICA Congress Centre, one of Berlin’s most distinctive event venues designed by the world-renowned architect Frank Gehry and located directly at Pariser Platz.
Surrounded by cultural landmarks, the venue provides an inspiring atmosphere for meaningful exchange and high-level networking.
Innovation insights across AI and customer strategy
Let’s orchestrate our intelligence to shape what’s next
TP Germany S. à r. l. & Co. KG, Sitz der Gesellschaft: Schleefstraße 1, 44287 Dortmund, Registergericht: HRA Dortmund 17927 Persönlich haftende Gesellschafterin: Teleperformance Germany S. à r. l. Sitz/Registergericht: L-Luxemburg B 189515 Geschäftsführer: Rainer Majcen (Vorsitz), Ansgar Albers, Klaus – Peter Bergmann, Kalliopi Grypari, Sonia Cheurfa, Benoit Gabelle, Olivier Rigaudy
