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by Daniela Köhler
Publications officer
With over 450 attendees, novoinsight 2023 was another highlight in the final quarter of an eventful year. Almost exactly a year on from the groundbreaking launch of ChatGPT, the digital commerce and customer service conference was all about AI – how it is changing everything, why it is not to be feared and the opportunities it presents.
“The technological developments of the past year are comparable to Thomas Edison’s invention of the light bulb – they have changed everything,” said novomind CEO Stefan Grieben in his opening speech to the more than 450 visitors to novoinsight, setting the tone for the day’s motto: Time for Change – everything is changing. And AI is one of the main drivers of these developments. In digital commerce. In customer service. Everywhere.
The 18th novoinsight, which took place on 8 November at the Grand Elysee Hotel in Hamburg, was all about the new possibilities opened up by AI, so it was no surprise that the event was hosted with confidence and charm by NOMI, novomind’s very own chatbot. The keynote speaker for the event was an equally perfect choice: prominent German author and digital expert Sascha Lobo focused on the way AI is handled in Germany and around the world – from “German fear” to the endless possibilities of artificially intelligent super brains in traditional Asian strategy games.
As the day progressed, the focus remained on the international aspect: novomind has successfully established a foothold both in Asia and particularly in the MEA region, where the company has become a much sought-after provider of automated customer service solutions, e.g. in the healthcare, banking and telecommunications sectors. Much of this is about channel diversity and WhatsApp integration; while there is still some scepticism in Germany, there is great enthusiasm and demand in Singapore and Dubai, and this trend is accelerating further. Of course, the targeted use of AI plays an important role in all these self-service offerings from chatbots to voicebots.
AI is also essential for one of the top trends in digital commerce: Headless commerce is at the top of the agenda for many companies that want their digital strategies to reflect as much flexibility and dynamism as possible. And maximum flexibility and dynamic development are exactly what a modern headless commerce architecture – a sub-discipline of composable commerce – offers. Visitors to novoinsight were able to find out first-hand what is required for a successful transition from coupled to headless commerce and what they need to bear in mind.
After all, this is what the annual novomind conference is all about: discussing the latest developments in digital commerce and customer service, testing them in practice and presenting best-case scenarios. Hands-on digital business in a wide range of sectors and areas of life – from finance to healthcare, from energy supply to the automotive industry, from retail and wholesale to the administration and insurance sectors. Where can AI be of help, and in what form? Where has it been used for a long time and where are there still barriers?
Long before Thomas Edison invented the light bulb, we knew that a creative, pioneering and inventive spirit, coupled with the courage to think outside the box, can lead to great developments. It is for this reason that Sascha Lobo made an appeal to society in his keynote speech: “Don’t be afraid! You will not be replaced by AI. You will be replaced by a person who uses AI.” He sees this as an opportunity rather than a risk – if we are the people using AI.
The novoinsight day ended without any AI at all in the GAGA Club on Hamburg’s Reeperbahn, where people danced to hot beats and cool drinks until well into the night.
That was novoinsight 2023 – Time for CHANGE. We look forward to seeing you in 2024!
You can find more information about novoinsight 2023, such as the agenda or the speakers, here:
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