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DSAG Customer Experience Theme Days 2026
Reply demonstrates what AI-powered customer experience in SAP CX can look like and how toom Baumarkt has used AI to modernize its B2C service processes in a targeted manner.
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Optimizing the entire customer journey
The DSAG Customer Experience 2026 Conference highlights the central importance of a holistic customer experience in the digital age. The focus is on current strategies, technologies, and best practices that enable companies to strengthen their customer relationships in the long term and create distinctive experiences.
Experts from the business and IT sectors will explore how customer experience can be optimized across the entire value chain – from data integration and personalized interactions to innovative service concepts. The event offers a platform for professional exchange, practical insights, and concrete ideas to help you future-proof your own CX strategy.
Join the conversation with our experts from Reply and shape the future of Customer Experience.
DSAG Customer Experience Theme Days 2026 | Deutschsprachige SAP ® Anwendergruppe e.V.
Our focus
See how a modern customer experience can give you a competitive edge: With SAP Sales & Service Cloud, real-world AI use cases from toom Baumarkt, and practical in-depth sessions, we show you how to intelligently transform your service processes and lead your company step by step to the pinnacle of success.
Our presentation / 29 April 2026, 3:00 pm - 3:45 pm, Audimax (EG)
Using AI to deliver excellent B2C service: How toom Baumarkt is optimizing its service processes in collaboration with Syskoplan Reply
This presentation demonstrates how toom Baumarkt, in collaboration with Syskoplan Reply, has systematically modernized its B2C service processes using AI – from concept to scalable operation. Attendees will receive a clear roadmap from strategy to implementation – including lessons learned that can be directly applied to their own service operations.
Starting with the current situation at toom Customer Service (high volume, recurring issues, heterogeneous channels), we demonstrate the joint use case development.
During the implementation phase, we illustrate the new AI-supported process, as well as initial insights since go-live and the impact on operational metrics. Finally, we provide an outlook on the roadmap.
Speaker:
Florian Bauer, toom Baumarkt
Niklas Völlmecke, Syskoplan Reply
Sebastian Wiethoff, Syskoplan Reply
Our Deep-Dive-Session / 30 April 2026, 12:00 pm - 1:15 pm, Room W 2 (1.OG)
Next level customer experience: Delivering an intelligent customer experience with the CX AI Toolkit and AI Agents
In this deep-dive session, participants gain practical insights into AI-powered customer experience in SAP CX. First, we explore the CX AI Toolkit (Joule Premium for Customer Experience) and demonstrate how AI capabilities can be integrated into existing SAP CX processes.
In the second section, we introduce the side-by-side extensions – specifically the AI Service Agent and the AI Voice Assistant – and use use cases to demonstrate how service processes can be automated and customer interactions made more efficient.
Participants gain both technical insights and practical implementation strategies for their own SAP CX operations.
Speaker:
Niklas Völlmecke, Syskoplan Reply
Christopher Friemann, 4brands Reply
With Reply, your transformation becomes clear, efficient, and tangible – from SAP Sales & Service Cloud to AI.
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4brands Reply specializes in the consumer goods industry and supports companies in the design of their individual digital transformation processes with innovative IT technologies. 4brands Reply's approach focuses on the consumer with his Customer Journey, which covers the entire value chain of the company. The offer includes process consulting and system integration for the core areas of Customer Experience Management, Revenue Growth Management, management of Demand-driven Supply Chains, Enterprise Management and management of a Digital Data Platform.
Power Reply is the Reply group company focused on the Energy & Utilities market. It combines a deep knowledge of the market and of business processes with a distinctive skill in the implementation and management of applications that support the "core" activities of their customers. Power Reply offers services of Business Consulting, IT Advisory and Digital Strategy supporting companies in the process of optimizing IT investments by providing solutions and services in line with the energy transition and decarbonization path.
Syskoplan Reply specialises in the consulting and implementation of SAP technologies. As a long-standing and multiple award-winning SAP Gold Partner, Syskoplan Reply reliably accompanies companies on their way into the digital future. We focus on the use of SAP solutions as a central platform for the transformation of business processes and customer experiences. With the customised concepts of the experts, companies secure decisive competitive advantages. They benefit from our innovative strength, agility and extensive project experience in a wide range of industries. Syskoplan Reply's portfolio covers all facets of modern SAP architectures.