Zalando, a leading fashion and lifestyle platform operating in 25 markets in Europe, is shaking up product discovery for 50 million customers. In pioneering a generative AI-powered assistant, Zalando has enabled its customers to find inspiration for the perfect product using only their keyboard, voice or just a few buttons.

By embracing human-centred design principles and balancing these with cutting-edge AI capabilities, the lifestyle and fashion platform has developed its AI assistant with trust and safety at its heart.

In this session, Jarno Koponen, Product Design Manager at Zalando, will share key insights and learnings from his team’s journey from concept to public launch in under 6 months. We will discuss how rapid iteration and customer-centric principles allowed Zalando to scale the assistant to millions of users, enhancing engagement.

Attendees will learn:

• From concept to scale: How to design and scale trustworthy and dynamic AI-driven tools to enhance CX
• Continuous improvement: Learn the role of real-world customer feedback in making your AI CX enhancements the best they can be.
• Customer centricity and innovation: Uncover practical ways to balance innovation with responsible, customer-centric AI design to ensure safety, accuracy and customer satisfaction.

Jarno Koponen

Product Design Manager
Zalando

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While chatbots are the most well-known application of AI in CX, they are just the tip of the iceberg. Predictive analytics, real-time customer sentiment analysis, hyper-personalized marketing and automated workflows also hold huge potential to transform CX.

It’s just part of the reason why AI dominates the investment priorities of practitioners in 2025. CX Network’s research found that automation of CX and service functions, AI/ machine learning (ML) for operations and data insights and analytics featured alongside conversational AI chatbots and virtual assistants in the top 10 list of investment priorities for CX teams this year. Furthermore, 56 percent ultimately expect AI spending to increase in 2025.

In this session we will explore the many applications of AI beyond chatbots to streamline operations, improve visibility into customer journeys and ultimately improve CX.

Attendees will learn:

• Unlocking AI's potential: Discover cutting-edge applications of AI in CX, including predictive modeling, sentiment analysis, and workflow automation.
• Enhancing personalization: Learn how AI can help deliver hyper-personalized experiences and recommendations at scale without sacrificing authenticity.
• Strategic integration: Explore how to seamlessly incorporate AI into your CX strategy while maintaining a balance between automation and the human touch.

Sponsored by: 8x8

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While AI is proliferating and business leaders increasingly seek to implement it in CX strategy, customers and CX professionals alike harbor concerns over customer data security and privacy. Customers are increasingly demanding transparency in AI and data use, with just under two fifths of CX practitioners telling CX Network that awareness of how AI works and uses their data is a key customer behaviour trend affecting CX strategy in 2025. In fact, when we asked if they had taken additional measures to increase the security of the customer data they hold, 78 percent of practitioners said yes.

This section will delve into the intersection between AI, ethics and customer trust, focusing on the need for transparent AI usage. We will showcase actionable governance frameworks to help attendees stay ahead of increasing regulations and safeguard consumer trust and brand reputation.

Attendees will learn:

• Building ethical AI: Understand how to ensure that AI deployments prioritize security, privacy and transparency.
• Data privacy and security: Explore strategies for managing sensitive customer data responsibly and safeguarding against breaches or misuse.
• Trust as a competitive edge: Learn how ethical AI practices can strengthen customer relationships and differentiate your brand from competition.

Once organizations have selected the vendor and right AI tool for their needs, they must focus on how to get the most out of the partnership. Collaboration, alignment and long-term ROI are key considerations when partnering with vendors.

In this interactive AMA session, our expert will take audience questions about how to ensure 3rd party partnerships are as successful as possible. From evaluating vendor capabilities to navigating contracts and ensuring seamless integration, our expert will give valuable advice on the issues that matter most to you, our audience. Whether you're just starting your AI journey or looking to optimize an existing partnership, gain actionable insights to strengthen your vendor relationships.

AI is revolutionizing how businesses understand and engage with customers, making advanced neuromarketing and behavioral insights accessible to organizations of all sizes. From real-time experience monitoring to empathetic communication analysis, AI-driven tools can now replace entire behavioral science units. But AI’s role doesn’t stop there—what if you had an on-demand CX expert, always available to provide science-backed insights, optimize customer interactions, and enhance both customer and employee experience?

Join science-based marketing expert Roger Dooley, a Top 50 Global Thought Leader on Customer Loyalty, as he explores the latest AI-powered techniques to decode customer behavior, refine messaging, and elevate CX. Discover how AI can act as your ultimate CX wingman—delivering better, faster, and more affordable insights than ever before.

Attendees will learn:

• Get to know your customers: How AI-driven neuromarketing can unlock deep customer insights without expensive research teams.
• Applying AI: Practical, low-cost AI tools that provide real-time CX optimization and decision-making support.
• Elevating CX: Ways to leverage AI for personalized, empathetic, and high-impact customer interactions.

Roger Dooley

Author and neuromarketing expert
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