The Customer Experience Conference is a global series where 100+ high-profile CX professionals and decision-makers from the DACH region and Europe come to share their expertise and meet their peers. The participants include CCXOs, VPs of CX, Heads of CX, and Directors from top global companies.
The Customer Experience Conference is an unparalleled opportunity for CX professionals passionate about delivering exceptional customer experiences. By attending, you will gain invaluable insights from industry leaders, learn about the latest trends and innovations in customer experience, and discover practical strategies to enhance your organization’s CX. The conference features engaging discussions, and ample networking opportunities, allowing you to connect with your peers and expand your professional network.
Find out how top companies are using real-time feedback tools and techniques to quickly respond to customer needs and expectations, and to identify and resolve issues before they escalate.
Construct a seamless and integrated experience across multiple touchpoints and digital channels and explore the benefits of an omnichannel approach, including increased customer engagement and loyalty. Master the delivery of an outstanding digital customer experience, including strategies for omnichannel engagement, personalization, and the use of data and analytics
Examine the impact of AI on enhancing customer experiences. Learn effective techniques for using AI to analyze customer data and feedback, and how to integrate these insights into service improvement and decision-making processes.
Build a consistent and seamless customer experience from the moment a customer learns about your brand to after the sale. Our speakers also cover best practices for resolving customer issues effectively and efficiently, and for continuously gathering and acting on customer feedback to drive improvement.
Leverage AI and chatbots to improve customer engagement and satisfaction and learn best practices for designing conversational interfaces that are intuitive, effective, and efficient. Discover how to use natural language processing and machine learning to create conversational experiences that provide customers with personalized and relevant information, support, and recommendations
Explore the importance of placing the customer at the center of all business decisions and strategies and learn practical methods for gathering customer feedback, conducting customer research, and integrating customer insights into decision-making.
Construct a seamless and integrated experience across multiple touchpoints and digital channels and explore the benefits of an omnichannel approach, including increased customer engagement and loyalty. Master the delivery of an outstanding digital customer experience, including strategies for omnichannel engagement, personalization, and the use of data and analytics
Learn how to move beyond reactive customer service to a proactive approach that anticipates customer needs and resolves issues before they arise. Explore techniques for implementing predictive analytics, customer journey mapping, and proactive communication strategies that not only improve customer satisfaction but also reduce service costs.
Create a seamless and enjoyable customer experience from pre-purchase to post-purchase and examine the different touchpoints in the customer journey and the impact they have on customer satisfaction. Uncover strategies for creating a consistent brand experience, ensuring a smooth handoff between channels, and resolving customer issues effectively.
Head of Customer Experience at Samsung Electronics (120k+ employees)
Associate AI Transformation Consultant at NiCE Cognigy (201-500 employees)
Paul Preute is an expert in conversational AI and customer experience with a strong focus on enterprise-scale automation. At NiCE Cognigy, he works closely with organizations to design, implement, and scale AI-driven customer service solutions that deliver real business impact. He combines a deep understanding of technology with a practical, hands-on approach to make complex AI topics accessible and actionable.
Head of Customer Service at Sunday Natural (1-1k employees)
Team Lead CX Markets & Propositions - Customer Experience Management at Zalando (11k+ employees)
Organizational Development & Behavioral Expert at Elektrobit (1-5k employees)
Director Client Relation & Service Center at FIS (45k+ employees)
VP of Strategic Growth and Operational Excellence at aviv group (1-5k employees)
Our event is an outstanding gathering of CX professionals from Europe, reputable solution providers, and world-class experts. It’s an exceptional opportunity to expand your network in the DACH region and Europe and discuss the best practices in the CX domain.
Interact with our panelists, ask questions, discuss your challenges, and learn how the largest companies around the world have solved problems similar to yours and how they optimize their CX strategies. Our panelists are customer experience experts from diverse industries.
Our speakers discuss the latest trends in the CX field. The attendees can always engage in the discussion with questions and comments in the Q&A sessions. Most importantly, you learn how top companies are dealing with those challenges and you get inspiration on how you can improve the results of your team’s work.
Enjoy a spontaneous and engaging discussion around one of the CX hot topics. It’s a remarkable opportunity to address new challenges in a more practical way.
Access an international community of 100+ high-profile CX experts and decision-makers from top companies in the DACH region and have an insight into the new cutting-edge CX strategies and grab the chance to evaluate your accomplishments compared to your peers.
Enhance your conference experience by signing up for exclusive pre/post-event activities brought to you by our partners. Indulge in delectable dinner, raise a glass at a cocktail party, engage in thought-provoking roundtables, or sharpen your skills at a workshop.
Marcus Nessler
We're in the AI era already, and the way we think about customer service will never be the same. The future belongs to intelligent, autonomous AI agents that don't just answer questions, but understand, reason, and act. Discover how Agentic AI is transforming today's contact centers, resolving customer inquiries faster, empowering frontline employees, and streamlining operations at scale. Paul Preute explores how next-generation AI agents autonomously interact with systems, harness contextual data in real time, and collaborate seamlessly alongside service teams. Not a vision of tomorrow but a reality being built right now. Walk away with real-world insights, actionable learnings, and a clear perspective on where Agentic AI is taking customer experience next.
Paul Preute
This topic explores the practical steps to cultivate a truly customer-centric organization. Starting with leadership commitment, I will outline strategies to align teams, processes, and technologies toward delivering an outstanding customer experience. A core focus will be the setup of a robust governance framework designed to ensure swift action on identified defects. I will share best practices on using multiple data sources for defect detection and providing stakeholders with self-service dashboards to foster transparency, independent follow-up, and a shared responsibility for quality.
Svetoslava Ande
How do you turn a time-critical system replacement into the foundation for a scalable, AI-enabled customer experience transformation? In this session, Timo Reis shares how Riverty replaced a legacy customer service system under significant time pressure — delivering a new omnichannel foundation within just 100 days. Rather than attempting a full transformation at once, the focus was on building a robust, AI-ready platform as the first step toward consolidating a fragmented, multi-country landscape. The session highlights the decision criteria behind the platform choice, the measurable impact achieved early on, and the execution discipline required to deliver at speed. It also provides a forward-looking perspective on Phase II: scaling AI across the service value chain. Attendees will gain practical insights into platform selection criteria, measurable impact KPIs and ROI frameworks, and how to move from an isolated system replacement to a unified, AI-powered CX model with tangible business value.
Timo Reis
Ruchi Shah
Most customer experience initiatives don’t fail because of strategy, tools, or talent, they fail because the system behind them breaks under real conditions. In this keynote, I take an experiential approach to help the audience see and feel how complexity, misalignment, and pressure impact execution and ultimately customer outcomes. By shifting the focus from individuals to the environments they operate in, this session offers a new lens to understand why CX efforts stall and what it takes to redesign systems for clarity, ownership, and performance.
Sarah Calvo
This topic explores practical experience implementing AI and automation within a fast-growing customer service organization while maintaining a strong customer-centric approach. The session will cover how AI can be introduced into daily support operations to improve scalability, efficiency, and customer experience without losing the human element that remains essential in Customer Service. A core focus will be the balance between automation and human support, including where AI performs effectively, where human intervention is still critical, and how operational processes and system integrations can help reduce contact rates while improving CSAT. Key learnings from introducing more agentic AI approaches into Customer Service operations will also be shared, while ensuring customer trust, empathy, and quality remain central to the experience
Paulina Kowalska
Jochen Heidenberger
1400€
A world-class conference
Access to an international community of 100+ high-profile CX experts and decision-makers from top companies in Europe
Inspiring speeches and presentations
Enjoy lunch, coffee, and unlimited drinks
Participate in dynamic panel discussions
Opportunities for one-to-one meetings
Live interviews
Ample hours for networking and relationship building
2500€
A world-class conference
Access to an international community of 100+ high-profile CX experts and decision-makers from top companies in Europe
Inspiring speeches and presentations
Enjoy lunch, coffee, and unlimited drinks
Participate in dynamic panel discussions
Opportunities for one-to-one meetings
Live interviews
Ample hours for networking and relationship building
