# 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** .png) - **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