Artificial intelligence is transforming the way companies support their users. But how can technological possibilities be turned into tangible benefits and a positive customer experience for users? Sven Bühlmann, Head of the Service Desk at the Migros Group, will address precisely this question in his practical presentation at this year’s Swiss Customer Service Summit (SCSUM) at the Kongresshaus Zürich.
Artificial Intelligence Is Transforming IT Customer Service
Under the title “AI-Powered IT Service Desk: How Migros Is Redesigning User Experiences,” Sven Bühlmann, Head of the Service Desk at the Migros Group, shares insights into the transformation of the group’s service desk. The focus is not on technology for its own sake, but on how artificial intelligence can help make service simpler, smarter, and more closely aligned with users’ needs.
From the Traditional Service Desk to an Intelligent Service Ecosystem
At the Migros Group, the transformation of the user experience has already begun. AI is increasingly supporting the handling of user requests—from the initial inquiry through the intelligent orchestration of processes to the targeted involvement of experts. The service desk is thus evolving from a primarily reactive support center into an AI-powered service ecosystem that recognizes connections, thinks proactively, and provides users with more targeted support. In a practical presentation, Sven Bühlmann uses concrete examples to illustrate the opportunities and challenges associated with this development. His presentation makes it clear: Successful AI transformation does not start with the technology, but with the specific user experience that a service creates. He states:
“The crucial question isn’t what AI is capable of, but how we use it to actually improve our users’ experience.”
The Swiss Customer Service Summit offers a platform for discussion on a key question for the future: How can technology be used to make service not only more efficient, but also smarter, more personalized, and more user-centric? Sven Bühlmann provides a concrete answer based on his experience at one of Switzerland’s largest companies—and shows how the future of the IT service desk is already being shaped today. In another presentation, Urs Bissig, Senior CRM Account Executive at ServiceNow, explains how a seamless customer experience enables revenue generation, drawing on examples from other clients. The Swiss Customer Service Summit 2026 will take place on September 24, 2026, at the Kongresshaus Zürich, featuring, among others, Platinum Sponsor ServiceNow.
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