Thursday 28 May 2026

From Time-Critical Migration to Unified, AI-Powered CX

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.