NiCE

Customer experience is entering a new phase. The shift from scripted chatbots to autonomous, goal-driven AI agents promises to fundamentally change how companies handle service at scale, but the gap between vendor demos and production reality remains wide. This masterclass cuts through the noise.​

We open with a focused look at where agentic AI for CX actually stands today: what's working, what's still hype, and what the near-term trajectory looks like as orchestration, reasoning, and real-time decision-making mature. Then Lufthansa Group takes the stage with a candid look at how one of the world's largest airline groups is deploying AI to manage customer experience through disruption, irregular operations, and demand spikes, the moments when service quality matters most and is hardest to maintain. The session covers what it actually takes to move from pilot to production: the architectural choices, the operational trade-offs, and the lessons learned scaling AI-driven CX in a complex, regulated, high-stakes environment.​

Whether you're early in your AI journey or deep into implementation, this session offers a grounded, evidence-based perspective on what agentic AI can deliver for CX today, and what's still ahead.​

Presented by NiCE and Lufthansa Group.​

Showcase Pitch 1 - You Come at the King, Don’t Miss. A guided tour of the post-NVIDIA AI ecosystem, Boaz Touitou, Impala
Showcase Pitch 2 - From Process Automation to Outcome Orchestration, Thys Waanders, NiCE
Showcase Pitch 3 - The AI Operating System for the Next Era of Commerce, Chris Sun, BrandPal
Showcase Pitch 4 - Brain-inspired edge AI for the warfighter, Param Nayar, Type 1 Compute
Showcase Pitch 5 - The Next AI Frontier: Building the World Data Layer for Human Body Intelligence, Jin Koh, Visualize AI
Showcase Pitch 6 - Lead it, or it leads you, Aarti Choudhary, AMD
Showcase Pitch 7 - What it takes for AI Agents to take action autonomously in your tools, Elena Angela, StackOne
Showcase Pitch 8 - Redefining Customer Experience with Voice AI Agents at Scale, Lex Sivakumar, Regal
Showcase Pitch 9 - When AI Stops Waiting for Prompts: Long-Running AI and the Future of Work, Noam Salinger, Impala
Showcase Pitch 10 - Quantify the Value of Your AI Spend, Ralf Capel, Optimaze

The first wave of enterprise AI created assistants.  The next wave is creating autonomous agents.    Instead of answering questions or completing isolated tasks, agentic AI can orchestrate the entire customer experience — coordinating conversations, workflows, and decisions across systems in real time.    But real enterprise autonomy requires more than powerful models. It requires security, governance, and operational guardrails by design.    In this session, hear how enterprises are deploying agentic AI platforms that safely orchestrate customer journeys at scale, and the architectural principles that make trusted autonomy possible.    The future of CX isn’t a smarter chatbot. It’s AI orchestrating the entire experience.