Patricia Krall
SAP AG
Global Vice President Center of Excellence CRM
The value of the business suite with AI to enhance your CX
- Learn about the future trends and opportunities in CX.
- Understand the value of connected CX and how this helps to position your company for future success.
- Explore how companies are realizing the value of CX with AI by ensuring end-to-end business processes
Marcus Nessler
Samsung Electronics GmbH
Head of Customer Experience
How GenAI will change customer journeys
- GenAI and the end of Google Search
- Hyper-personalized campaigns in real-time
- From B2C to A2A
Okan Acar
Kuveyt Turk Participation Bank
EVP, Digital Banking and Payment Systems
A New Way to Manage Customer Requests; Kuveyt Turk Digital Portfolio Management
- Kuveyt Turk started to acquire new customers through digital onboarding as soon as the new legistlation took place in 2021.
- Kuveyt Turk was the first bank to manage digitally onboarded customer portfolios through digital portfolio managers
- The customers were immediately put into digital portfolios which was supported by the sales of the digital sales agents.
- The digital agents are welcoming new and existing clients through mobile video call and also our VTMs which is called as XTM in Kuveyt Turk.
Roman Siepelmeyer
Netflix
Global Customer Operations Leader
The Role of Generative AI in Customer Service: Hype vs. Reality
- Drinking from the AI firehose & relative fatigue
- Meaningful GenAI opportunities that are most likely to yield a positive ROI
- Frameworks for identifying the parts of your business that would be best served by Agentic Workflows
- Crawl, walk, run - how to start AI explorations & manage your own expectations
Kristof Fischer
ONE Hungary
Chief Digital Officer
Human centric customer service with AI
- In today's fast-paced digital world, customers expect more than scripted responses — they seek seamless, intelligent conversations.
- We are reimagining customer service to be more human-centric, reflecting the core values of the One brand. This marks a strategic shift from technology-centric solutions that require the users to adapt to unintuitive interfaces.
- Our goal is to create a practical and easy-to-use chatbot by building on Conversational AI. The chatbot will engage with users in a more natural way to provide great customer experience while also fulfilling business needs.
Joao Simoes
Vodafone
Head of Digital Care
Conversational AI at the heart of digital transformation
- Formulating a digital transformation strategy with conversational AI at its core
- From concept to value: planning, scaling, and monetizing conversational AI
- Driving seamless, consistent experiences across all customer touchpoints
- The shift from traditional bots to generative AI
Aslı Bengi
QNB Sigorta
Group Head of Customer Analytics and Customer Experience
Omnichannel & Personalization: Creating a Seamless Customer Journey
- Marketing automation and VoC integration to create a seamless customer experience
- Designing the customer experience using customer insights and data analytics
- Using analytics to personalize the Next Best Action approach
Explore how Customer Experience and Contact Center teams works with the fusion of AI, Robotics, ML, AR/VR, and predictive analytics, crafting unforgettable experiences while preserving the human touch. In today's omnichannel world, contact centers lead the charge, meeting the demands of mobile-first consumers amidst the new challenges. Network, benchmark, and be inspired by industry leaders as we pave the way for quality, standard, and efficient customer service. Don't miss this opportunity to stay ahead of the curve and elevate your brand to new heights!