Review - OMQ Rooftop Event 2022

This year we have held our annual OMQ Rooftop Event for the fourth time to discuss current customer service trends and the future of support with customer service experts, as well as companies coming from e-commerce, transport, insurance, banks and many more industries. Our livestream event was a great success again.

In our talks we have focused on how the visibility of customer service can be improved and gain more relevance in the entire corporate strategy. We also discussed customer centricity, which should definitely be a main focus for companies as well. In addition, we have also talked about how companies can identify and understand their customer’s needs and wishes from the management level to the employees.

On March 16 2022 at 7PM, our CEO’s Matthias Meisdrock and Sven Engelmann opened our online event and welcomed our numerous viewers as well as our speakers, who have shared a lot of interesting impressions and experiences in customer service with us.

Keynote: Customer Service Automation 2022

Matthias started with his keynote on customer service automation, in which he spoke about the current developments of our system and the use of our software. He also showed how to make the service better and more efficient. Particularly interesting were the use cases, in which he showed how we optimize the service of our customers in different industries.

Whether general questions about coffee machines at Tchibo, damage reports with insurers such as Wertgarantie, complaints about kitchen appliances at KKT Kolbe or the holistic automation of different channels and brands of Deutsche Bahn – the OMQ system is an all-rounder.

Use Case: E-Commerce Interview with Mister Spex

Another interesting conversation was held by our CEO Sven Engelmann and Rose Schenk, Head of Service Excellence at Mister Spex. The interview focused primarily on brand building and customer loyalty that arise from customer service. Challenges related to the corona crisis and changes in working methods were also discussed. The mix between online shop and local retail and the corresponding adjustments to customer service were also interesting insights. Here you can learn how the company Mister Spex optimizes its customer service.

This is the company’s motto and, together with OMQ, this goal has been pursued and achieved since 2020. Our system doesn’t only support the help page itself, but also the internal communication of the company.

Panel Discussion - Customer Centricity

In addition to a keynote and an interview, the rooftop event also included a panel discussion. Sven spoke with David Schrade of The Morph Company, Tim Berghoff of Userlike, Ulrich Pöhner of Greyhound and Aaron Rosen formerly Growth Lead of Project A and Trade Republic about various aspects and possibilities of customer centricity.

Networking

Despite the Corona pandemic and livestream event, we didn’t want to miss out on the Rooftop Event networking this year either. After the official part of our event, as we did last year, we sat down at the digital tables of our live stream platform Airmeet and exchanged views there.

We mainly discussed the previously thematized topics, about which our viewers had a lot of interesting thoughts as well.

Thank you!

We would like to thank all participants for participating, our partners for the great support, the speakers for their individual insights and thoughts. We would also like to thank our entire OMQ team for their great work!

We are thrilled by the many positive feedback from all our viewers and looking forward to our next OMQ Rooftop Event. We hope to welcome you personally in Berlin in 2023.