Kurt Oellermann

Kurt Oellermann

Partner Deloitte Consulting Germany
Kurt Oellermann

Kurt Oellermann is Deloitte Germany's ServiceNow market offering lead for Customer Service Management and Enterprise Service Management. He has over 25 years of consulting experience in strategy, large-scale business transformation programs, business model innovation, process management, intelligent automation, and enterprise service management. Kurt is also the Europe/Middle East/Africa (EMEA) ServiceNow Customer Service Management leader. He currently leads several enterprise service management programs for large, shared services units for clients in the industrial and consumer industries.

FOKUSTAG UND WORKSHOPS - Dienstag 18. November 2025

4:30 PM Will a Unified Approach to Enterprise Service Management be the most powerful Force Multiplier for Agentic AI?

Raum, Deloitte, EN

At their core, unified service processes need to be professionally managed:

Standardized & consistently applied across service domains, running on an integrated service management operating model & digital platform.

All services function as one scalable ecosystem delivering friction-free experiences.

AI will not do this for you!

AI will play a significant role in the next chapter for ESM, but be aware:

• AI will not fix broken processes; it scales and accelerates them

• AI will not rewrite your service management playbook; it will simply run it faster in its current state.

• AI is only as good as the signals it gets. Poor tagging data, subpar agent notes, outdated knowledge & escalation rules, etc. – AI will amplify the effects of these.

Together we will explore how to maximize the combined power of ESM and AI.


Check out the incredible speaker line-up to see who will be joining Kurt.

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IQPC Gesellschaft für Management Konferenzen mbH
Address: Rosenstrasse 2, 10178 Berlin, Germany
Tel: 49 30 52 001 534
E-mail: info@iqpc.de
Registered at: Amtsgericht Charlottenburg, HRB 76720
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Management: Torben Haagh, Richard A. Worden, Michael R. Worden

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Firmeninformationen entsprechend § 5 Telemediengesetz
IQPC Gesellschaft für Management Konferenzen mbH
Adresse: Rosenstrasse 2, 10178 Berlin, Germany
Telefonnummer: 030 52001534
Email Adresse: info@iqpc.de
Registereintragungen: Amtsgericht Charlottenburg HRB 76720
Umsatzsteuer- Indentifikationsnummer DE210454451
Geschäftsführung: Torben Haagh, Richard A. Worden, Michael R. Worden