The conference for leaders in AI and CX

Kick off the day with a coffee in hand and a first look at the innovations shaping the future of customer experience. Join a guided tour or wander at your own pace. The expo is open all day, so explore how AI can supercharge your CX.

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IKEA’s blueprint for building an AI-first enterprise

How do you turn AI from a pilot project into a global capability? IKEA and Parloa reveal how they’ve rewired one of the world’s most complex service operations for AI at scale. You’ll see the platform hallmarks, cultural shifts, and leadership decisions that made it work—without losing the human connection.

The leaders building AI’s next chapter share the market shifts ahead—and why most enterprises aren’t ready. Expect an unfiltered look at fractured global AI ecosystems, the coming end of model supremacy, and the platform shifts that will redraw competitive lines. 

You’ll leave with a clear playbook for the five capabilities CEOs and CIOs need to build today to turn AI transformation into a long-term advantage, not a one-off experiment.

Fuel up, wind down, or dive into conversation—it’s your choice. Grab a coffee, recharge, and connect with fellow attendees before the next big session. Use this time to network, swap ideas, or simply enjoy a quiet moment.

The session details are under wraps for now, but expect a behind-the-scenes look at a transformation story that delivers both scale and measurable business results.

The session details are under wraps for now, but expect a behind-the-scenes look at a transformation story that delivers both scale and measurable business results.

You can’t buy trust in AI, you have to design it. Parloa’s Head of Legal and Prof. Dr. Philipp Hacker, Chair for Law & Ethics of the Digital Society, dig into how to build systems that stand up to regulators, customers, and the market when things get messy. Plus, why governance that moves at the speed of AI is now a growth strategy.

Most AI pilots fizzle. PAYBACK’s didn’t—and they’ve kept the wins coming ever since. 

Hear how they built the cultural resilience, technical depth, and organizational alignment to keep delivering high-impact automation well beyond the first launch. Plus, what they’d do differently if they had to start from scratch.

BER Airport and Kinova showed that speed doesn’t have to kill trust. In just six weeks, they built and launched a multilingual AI voice agent that now fields 7,000+ calls a month in four languages, 24/7 — with zero wait time. This is the inside story of how they balanced fast execution with airtight governance and operational rigor to win Europe’s Most Innovative Airport Initiative.

Rolling out AI agents mid-ERP migration sounds like asking for trouble—unless you design the integration to make the complexity vanish. This session unpacks how logen.ai and Maingau Energie connected multiple backend systems through Parloa’s platform, boosted containment, and pulled off a frictionless go-live while core systems were still in flux.

The session details are under wraps for now, but expect a behind-the-scenes look at a transformation story that delivers both scale and measurable business results.

Join Deloitte to explore the interplay of Customer Service Excellence and Conversational AI. Learn strategies to achieve outstanding customer service and leverage the power of Automation and Agentic AI in your operations. Discover innovative approaches in balancing human touch with technological advancements for unique and valuable customer experiences.

Customer journeys don’t run on one channel. Typically, they’re a flood of voice, chat, email, and documents. DIGITALL and Parloa share how to unify them into a single intelligent routing layer that delivers precision, reduces manual work, and drives measurable ROI at scale.

Your first deployment decision can shape the next five years of your business. Should you take the low-risk pilot route or go all-in on a platform? In this candid panel, enterprise leaders share how they made the call, what they’d change in hindsight, and the decision criteria every CEO and CIO should be using before their first move.

Closing the day with a forward-looking perspective on where AI in customer experience is headed next — and what it will take to keep your organization ahead of the curve.

Celebrating the teams and partners delivering the most transformative results with AI-powered customer experience.

Key takeaways and parting insights from a day of strategy, debate, and real-world lessons to bring back to your teams.

Relax and connect with fellow leaders, partners, and speakers in a more informal setting to wrap up the day.