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.

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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.

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As both customer expectations and costs to serve continue to rise, contact center leaders are increasingly exploring how tech solutions can help to bridge the gap.

Join Martin Lampman of British Columbia Lottery Corporation (BCLC) as he unpacks the team’s phased approach to integrating AI in the contact center. Learn how, with this approach, the team successfully cut handle and hold times while boosting customer satisfaction (CSAT) by nearly 10 points!

In this session, we will also examine how AI has freed agents to deliver memorable, personalized experiences. Join to get the inside scoop on BCLC’s AI journey and hear practical, real-world insights to level up your CX.

Attendees will learn:

• Phased AI implementation for contact centers: Discover how BCLC strategically integrated AI to optimize efficiency while ensuring a smooth transition for agents and customers.
• Reducing handle & hold times without sacrificing quality: Learn how AI-powered automation and intelligent routing helped BCLC streamline operations while maintaining a high standard of service.
• Enhancing CSAT through AI-driven personalization: Explore how AI empowers agents to focus on high-value interactions, creating more personalized and engaging customer experiences.

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For years, AI voice agents have overpromised and underdelivered. Robotic interactions, frustrating dead-ends, and “Sorry, I didn’t get that” loops left customers longing for a human rep. But something has changed.

AI agents are no longer just glorified IVRs. They’re evolving—fast. Advances in language models, real-time business logic, and adaptive learning mean AI agents can now handle complex conversations with nuance, accuracy, and even a little charm.

Voice AI isn’t here to replace humans—it’s here to empower them. The future of AI in CX isn’t man or machine; it’s man with machine. The companies that embrace this partnership will lead the way. In this session, we will delve into how to effectively implement AI agents, avoid common pitfalls, and leverage AI to empower human agents, not replace them.

Attendees will learn:

• The voice AI breakthrough: What’s driving the tipping point and why AI agents are finally ready for prime time.
• AI and human synergy: How AI and humans work together in harmony—why there’s no AI agent without human input, training, and oversight
• Automation done right: Common pitfalls to avoid and how AI frees human agents for higher-value, more impactful work.

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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.

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