AI-first CX, made real.

Day 1 - Wednesday, March 11

Wednesday, March 11

• 08:00 - 20:00 / Afterparty until 12 am

• 8:00
  Morning Coffee & Badge pickup

• 9:15
  Opening Keynote

09:15 - 10:15

Expert Session
Speakers: Philipp Heltewig, CAIO @NiCE & Scott Russell, CEO @NiCE

• 10:15
  A warm welcome from your hosts

10:15 - 10:30

Hosts: Ikenna Azuike Journalist & Presenter @IkennaAzuike and Sarah Halley, Director PreSales Engineering, AI @NiCE Cognigy

• 10:30
  Fabletics: How the world’s largest digitally native activewear brand scales retention with agentic AI

10:30 - 11:00

Enterprise Case Study
Speaker: Jack Roberts, Senior Global Director, GMS Technology and Applications @FableticsOS

• 11:00
  Networking, Tech Labs & Expo Zone
• 11:45
  Lufthansa Group: Agentic AI agents take the lead in a globally unmatched Conversational AI deployment.

11:45 - 12:15

Enterprise Case Study
Speakers: Edgar Marques, Product Owner and Rosa-Maria Kern, Product Owner @Lufthansa Group

• 12:15
  Generali: Strategy and best practices. How agentic AI turns into an enterprise growth engine

12:15 - 12:45

Enterprise Case Study
Speakers: Cristian Sidoti, Head of AI & Automation Strategy and Adoption & Michele Loverre, Smart Process Automation Project Leader @Generali

• 12:45
  Openreach (British Telecom): How Proactive AI took Trustpilot from 2.0 to 4.7

12:45 - 13:15

Enterprise Case Study
Speakers: Chris Herbert, Director of Customer Service, Eifion Lloyd, Senior Manager Customer Enablement & Strategy @Openreach, part of British Telecom, & Giles Bryan, GM of Proactive AI @NiCE Cognigy

• 13:15
  Networking Lunch, Tech Labs & Expo Zone
• 14:45
  Entertainment
• 15:00
  COGNIGY: Product Keynote

15:00 - 16:00

Expert Session
Speakers: Thys Waanders, VP of Transformation & Sebastian Glock, Director of Product Marketing @NiCE Cognigy

• 16:00
  The decisions that mattered: From market noise to measurable impact

16:00 - 16:40

Enterprise Panel
Speakers: Stefan Weih, Head of Operations Digital Transformation @Allianz Partners, Edgars Ozolnieks, Director AI & Process Enablement Solutions @Circle K, Lora Ross Lawson, Vice President of Contact Centers @Careington, Tjeerd Schopman, Manager AI Automation @Vattenfall, Dr. Bernhard Kirchmair, Group Vice President, Digital Business & Partnerships @Heidelberg Materials
Moderation: Jarrod Davis, Senior Product Marketing Manager @NiCE Cognigy

• 16:40
  Refreshment break
• 17:10
  Award Ceremony & Drinks

17:10 - 17:55

Success Stories
Presenter: Matt Greenslade, Director Customer Success @NiCE Cognigy

• 17:55
  Session Closing
• 18:00
  Dinner, Tech Labs & Expo Zone

18:00 - 20:00

• 20:00
  Afterparty & Entertainment

Thursday, March 12

• 08:00 - 17:30
• 8:00
  Morning Coffee, Tech Labs & Expo Zone
• 09:15
  Conference Opening

Hosts

Hosts: Ikenna Azuike Journalist & Presenter @IkennaAzuike and Sarah Halley, Director PreSales Engineering, AI @NiCE Cognigy

• 09:30
  Allianz: Mastering Agentic AI and building high-impact agents

09:30 - 10:15

Enterprise Case Study
Speaker: Benno Schindler, Lead of Conversational AI Tribe @Allianz Technology

• 10:15
  Schwarz Group: The path to Europe’s largest agentic AI workforce – data sovereignty meets innovation

10:15 - 10:45

Enterprise Case Study
Speakers: Christian Wuttke, Director Chat & Voice Technology & Amelie Fischer, Teamlead Customer AI Agents @Schwarz Group

• 10:45
  Networking, Tech Labs & Expo Zone
• 11:30
  Tech Deep Dive: From launch to orbit - operating Cognigy in production

11:30 - 12:00

Tech Deep Dive
Speaker: Alex Miller, International Enablement Manger AI @NiCE Cognigy

Parallel Session, Tech Hall

• 11:30
  Telekom, Accenture, Deloitte & Microsoft: Redesigning the Enterprise for Agentic AI

11:30 - 12:10

Expert Panel
Speakers: Alexander von der Goltz, Conversational & Agentic AI in Customer Service @Accenture Song, Stephan Schuessler, Partner – Lead Intelligent Automation & C.AI Transformation @Deloitte, Eti Leshem, Sr. Account Technology Strategist @Microsoft, Claudia Buhne, VP Portfoliomanagement Digital Communication & Collaboration @Deutsche Telekom
Parallel Session, Main Hall
Moderation: Liz Miller, VP and Principal Analyst @Constellation Research

• 12:00
  Tech Deep Dive: The interconnected Agentic world - Tools, MCP, Apps and beyond

12:00 - 12:30

Tech Deep Dive
Speaker: David Scheier, Team Lead @ Team X / AI Innovation @NiCE Cognigy

Parallel Session, Tech Hall

• 12:00
  PostNL: Inside an agentic AI strategy for personalized metachannel experiences

12:10 - 12:40

Enterprise Case Study
Speakers: Jeroen Manten, Director IT & Merel Donkers, Product Owner Agentic AI @PostNL

Parallel Session, Main Hall
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• 12:30
  Tech Deep Dive: Beyond the phone number - the rise of multimodal voice experiences

12:30 - 13:00

Tech Deep Dive
Speaker: Dilek Imseytoglu, Group Product Manager @NiCE Cognigy

Parallel Session, Tech Hall

• 12:40
  NiCE: Delivering outcomes at scale, across the Customer Experience

12:40 - 13:10

Expert Session
Speaker: Kevin Lee, Field CTO & Key Pursuits Leader @NiCE

Parallel Session, Main Hall

• 13:00
  Networking Lunch, Tech Labs & Expo Zone
• 14:30
  SKY: How Agentic AI transforms CX - Leading to better interactions than before

14:30 - 15:00

Enterprise Case Study
Speakers: Dennis Kubitza, Vice President Digital Experience and Christian Patz, Senior Vice President Customer Operations @SKY

• 15:00
  Keynote: The rise of intelligent CX

15:00 - 15:45

Expert Session
Speakers: Julie Ask Founder & Analyst @Julie Ask Advisory & Derek Top, Principal Analyst & Research Director @Opus Research

• 15:45
  Conference Closing

15:45 - 16:00

Speaker: Philipp Heltewig CAIO @NiCE

• 16:00
  Open Networking with Coffee & Cake

16:00 - 17:30

• Day 1 agenda
• Day 2 agenda