Our key topics.
The focus is on current challenges and solutions relating to a secure, sovereign and future-proof IT landscape – from resilient security strategies and greater digital independence to the intelligent use of data in modern multi-cloud environments.
What you can expect.
Look forward to a varied day featuring a wide range of formats and plenty of opportunities for discussion:
- Open networking and exhibition areas for direct interaction with technology partners and experts
- Our Innovation Hub – discover, experience and bring future technologies to life
- A wide range of insights into current IT trends and practical topics – in the form of keynotes, short presentations, specialist sessions and concise speed talks
- Practical insights from experts and real-world use cases
Klassikstadt Frankfurt combines industrial charm with an impressive collection of classic cars and high-performance racing cars – the perfect setting for innovation and networking. The exhibition will be open to you throughout the event.
Agenda.
Registration & Welcome Coffee.
Opening remarks: Welcome and overview.
Breakout sessions.
Executive Roundtable.
lunch break.
Keynote presentation on the topic of ‘People & Machines – a successful team in the service desk’.
Keynote speech on digital sovereignty.
Keynote by Linus Neumann.
Prize draw.
After-work BBQ & a chance to wind down together.
As well as presentations and talks, there will be plenty of time for networking, discussions with technology partners and experts, and visits to our Innovation Hub.
Customer Journey Day is a platform for discussion, fresh ideas and valuable connections.
Take this opportunity to deepen your expertise, discover new perspectives and make valuable contacts.
Sign up now and join us on 19 August.
Our talks.
Our programme of talks is currently being finalised. The following talks offer a first glimpse of what’s to come, with more to follow shortly.
From toolstack to IT ecosystem. From insights to action. How automation, agentic AI and people are shaping IT services.
LogMeIn
BaFin-compliant IT: Transformation following the KWG Section 44 audit – in just 6 months
Real-life case study: What is really possible after the audit – transformation in record time.
Bechtle
HP Sure Station – Security redefined for public sector organisations and businesses.
HP Inc.
Mac in Business – Why the Mac is the best device for your business.
Apple
Cloud Workspace in minutes rather than months – navigating the customer journey with Nerdio.
Nerdio
Security strategies for the AI era.
Bechtle
Keynote speech.
2.00–2.30 pm – Stage One
People & Machines – a successful team in the service desk
Project report from the Federal Ministry for Digital and State Modernisation
Description:
In this presentation, we will use a real-world project in the public sector to demonstrate how the combination of human expertise and AI-based automation is transforming the service desk in the long term. Using the example of support for BundID and eID, we will demonstrate how the AI agent EMMA®AI can be used to process high volumes of enquiries efficiently, scalably and in a legally compliant manner.
The use of AI not only enables round-the-clock availability and automated ticket processing, but also reduces the workload on staff and significantly improves service quality.
Despite challenging conditions – ranging from short project timelines to regulatory requirements – the project impressively demonstrates how measurable results can be achieved through close collaboration between humans and machines: higher resolution rates, more efficient processes and significant cost savings, alongside improved user satisfaction.
The presentation provides concrete insights into challenges, success factors and lessons learnt, and offers practical ideas for the use of AI in the service desk – particularly in a regulated environment.
2.30–3.00 pm – Stage One
Keynote speech on digital sovereignty
Further details to follow.
Executive roundtable.
Digital sovereignty at the heart of strategic decision-making – How independently do you really make decisions?
11:00 – 12:00
Klassikstadt Frankfurt | Ayrton Senna Room
Afterwards, we cordially invite you to join us for lunch.
The Executive Roundtable is part of Customer Journey Day and will take place in a separate event room at Klassikstadt.
Geopolitical tensions, increasing regulatory requirements and growing dependencies on technology platforms are changing the framework for strategic decision-making – often faster than existing governance structures can react.
At its core, this is about the ability to make autonomous decisions at any time based on robust overall architectures – without unthinkingly perpetuating technological dependencies.
Digital sovereignty is not a question of technology. It is a question of leadership: How autonomous is your company – today and in three years’ time?
No lecture. No sales pitch. Just a conversation between equals.
As part of Customer Journey Day Frankfurt, we are inviting managing directors and senior decision-makers to an exclusive executive roundtable – a confidential, moderated discussion among peers in a deliberately small group.
Three strategic focus areas:
Identifying and categorising dependencies Which technological, data-related and organisational dependencies are actually business-critical – and which can be actively shaped?
Making sovereignty manageable Why digital sovereignty is recognised as a strategic priority in many companies but remains largely elusive in operational terms – and how this is changing.
Ensuring structural options for action How to create robust decision-making frameworks that embed freedom of choice, resilience and the ability to exit – rather than leaving them to chance.
The Bechtle Index of Sovereignty (BIoS) serves as a common frame of reference – a tool that makes digital sovereignty visible and comparable across the dimensions of data sovereignty, technological independence and organisational competence within robust overall architectures.
Your conversation partners:
The Executive Roundtable will be moderated by Steven Handgrätinger and Prof. Dr Martin Kaloudis, divisional directors of the Bechtle Group.
The discussion will be complemented by selected experts from the worlds of business, consultancy and academia – including representatives from KPMG and LSEG.
The Executive Roundtable is aimed at managing directors and senior decision-makers who view digital sovereignty as a strategic management and decision-making issue.
Our technology partners.
A first glimpse of our technology partners who will be attending Customer Journey Day 2026 – more partners to follow.
