09 - 10 June 2021

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Agenda | Day 1 | June 9, 2021

All times refer to Central European Time (CET).

If the times are inconvenient, please still register for USU World Summit, and you will be granted access to the recordings. They will be posted to the USU World Summit Event Portal after 8 pm CET on the day of the event.

9:00 - 9:15 am


Welcome from the USU Board of Management

9:20 - 10:10 am


The customer of tomorrow

10:15 - 11:55 am


Knowledge Management

The future of service is digital. But how do you manage the balancing act between chatbots, knowledge management and artificial intelligence with customer satisfaction? 

10:15 - 10:45 am

Rethinking self-service solutions for IT and customer service

10:50 - 11:20 am

Service automation during Corona - how self-service solutions relieve service staff in trying times

11:25 - 11:55 am

Reality check: How relevant is knowledge management in service in light of the trends towards AI and chatbots?

12:00 - 1:00 pm


René Borbonus, rhetoric trainer and speaker

Virtual Lunch Break with René Borbonus

1.00 - 2:40 pm


IT monitoring

Complex hybrid infrastructure requires new monitoring mechanisms and solutions. We’ll look at how to implement efficient 360-degree monitoring across the cloud, microservices and containers.

1:00 - 1:30 pm

Service monitoring in practice

Join us for a discussion of business requirements for service level monitoring and best practices in implementation. Holger Sampel and Steffen Kircher provide insight into the growing complexity of the hybrid IT world and demonstrate best practices for avoiding SLA violations and preparing companies for the future.

1:35 - 2:05 pm

IT Monitoring - an easy ITVenture

Our experience from a wide range of monitoring projects combined with impressions from over 100 countries illustrate exciting and surprising solutions to the challenges that arise in IT monitoring. Learn how to add clarity and structure for better results in IT monitoring.

2:10 - 2:40 pm

Service Modeling: How to successfully transform technical messages into service-oriented ones

Richard Oberndorfer highlights the importance of the service model, discusses which components and information are important and how to create and maintain service models. Many technical messages are transformed into a central, service-oriented view of IT.

1:00 - 2:40 pm


Software Asset Management

No off-the-shelf license management can help with Oracle, SAP, or MS Office360. But how do you reduce your audit risk, potentially saving millions in software spend?  Find out why SAM as a Service offers more than generic solutions.

1:00 - 1:30 pm

100% Scope: How to increase your data quality and maximize your SAM value

Weaknesses and gaps in data acquisition pose significant financial and content risks. Additionally, they prevent you from exploiting the full potential of your software asset management. In our presentation, you’ll learn how to efficiently get complete, high quality data, eliminate weak points, and optimize monitoring and reporting. Learn how to build a solid SAM foundation for maximum success, even in an increasingly complex IT environment.

1:35 - 2:05 pm

SAM as a success factor: How to demonstrably increase the added value of your SAM with these 10 KPIs

How can you better identify compliance risks and avoid unnecessary costs and expenses? Learn how to demonstrate the progress and value contribution of your software asset management, directly reduce costs, and make a direct contribution to the success of your company. We will show you the 10 most important KPIs in the following areas: data collection, inventory, compliance, and license optimization. This enables you to better manage and document the success of your SAM program and its added value for your company.

2:10 - 2:40 pm

From Adobe to Zoom: How SAM helps keep costs under control in a hybrid software world

Modern IT relies on both classic software models but increasingly on SaaS as well. The advantages of this hybrid approach are numerous. However, the presentation, planning and management of your software portfolio and its budget are challenging. We provide an overview - from Adobe to Zoom - on how to identify usage, consider dependencies, optimally define contracts, and thus optimize costs in the long term.

2:45 - 4:45 pm


IT & Enterprise Service Management

The automation of IT and enterprise services is at the top of many CIOs' agendas. But how can  you achieve this along with migrating services to the cloud? What role does the use of AI play?

2:45 - 3:15 pm

The journey from introduction to the use of artificial intelligence

The consolidation of two ITSM tools into a new ITSM solution raises the question: What is the ITSM standard, who defines it, and is regulation in the banking environment part of it? What is the added value of proactive incident communication, chatbot and artificial intelligence?

3:20 - 3:50 pm

Central IT and multi-provider management from the cloud

In this talk, we’ll use a project report to look at the shift to multi-provider management which requires an integrated SaaS-based solution for controlling the costs of all IT service processes and external providers. 

3:55 - 4:25 pm

Cost savings via modern IT & enterprise service management tools

Is your current tool just good enough, but not fulfilling all your requirements? Are you considering new tool? We’ll demonstrate the concrete cost savings you can achieve by moving to a new tool.

2:45 - 4:25 pm


Digital Customer Experience & Digital Process Automation

Digitization has many facets and requires special know-how to achieve a seamless digital experience. Success requires a well thought out combination of strategy, UX design, IT implementation expertise and intelligent software.

2:45 - 3:15 pm

360° Customer Journey Management - Shaping Digital Customer Interactions in Real Time

The high service standards set by big market players have led to rapidly rising customer expectations. To compete, you need to deliver best-in-class, personalized experiences on any device, in any channel, at any time. We’ll demonstrate why 360° Digital Customer Journey Management is the right approach to meeting these challenges. Learn:

  • How innovative digital touchpoints need to be designed to convert leads into customers
  • How to offer individual, yet automated service and how new up- and cross-selling potential can best be leveraged
  • How to turn customers into loyal fans of your brand through unique digital experiences.

3:20 - 3:50 pm

Offering holistic customer experiences via an omni-audience platform

Platforms like Liferay DXP offer seamless digital experiences for prospects, customers, and partners worldwide. In this expert talk, we’ll take a concrete customer example to demonstrate the added value that omni-audience platforms offer companies in B2B and B2C.

3:55 - 4:25 pm

Digital Process Automation - Digital and automated processes for a great customer experience

You can only offer excellent digital customer experiences if everything in is running smoothly on the backend. Put simply, it's about "delivering on the back end what you promise on the front end. To do this, the processes must fit, you need extensive digital support, and automation must be used to its fullest potential. Thomas J. Schwenk talks shop with one of Germany's most renowned process specialists and tries to provide answers to the most important questions:

  • How can I identify potential in my processes and how can I improve them?
  • How do I achieve fast and quickly adaptable digitization?
  • What can I automate and how?

4:30 - 5:20 pm


AI, the problem solver? Outlook into the future

5:20 - 5:30 pm