Abstract
As AI evolves from chatbots to autonomous agents, enterprises face a fundamental question: how do we redesign customer experiences for a world where AI doesn't just respond, but understands, remembers, and acts?
Building on Vodafone's decade-long journey with TOBi, this interactive roundtable brings together CX, AI, and digital leaders to explore the practical challenges of transitioning from conversational AI to agentic customer experiences.
Participants will exchange real-world experiences and discuss the role of conversational voice, customer memory, agent collaboration, and human oversight in delivering seamless, personalized, and trustworthy interactions.
The discussion will focus on what enterprises are deploying today, the challenges of scaling AI agents in production, and the strategic priorities shaping the next generation of AI-powered customer engagement.
Topics To Be Covered
Moving from reactive chatbots to autonomous agents
Transforming customer engagement through voice and memory
Scaling agentic experiences from pilots to production
Balancing AI autonomy, governance, and customer trust
Preparing your CX strategy for agentic AI
Perfect For
CX Leaders
AI Leaders
Product Leaders
Digital Transformation Leaders
Conversational AI Professionals
Meet Your Roundtable Captain
Thomas Neumann
Global Lead on Conversational AI, Vodafone
Thomas Neumann is a visionary leader in leveraging new technologies to transform customer experiences, with a focus on digital channels that create the "wow" effect. As a driving force behind global chatbot and voice assistant solutions, he is passionate about innovations that enhance customer satisfaction and boost Net Promoter Scores (NPS).
With over 15 years of experience in the mobile industry, Thomas brings a unique blend of international expertise, diverse roles, and exceptional interpersonal skills to the table. His work bridges the transition from traditional app-based solutions to cutting-edge conversational interfaces, enabling businesses to navigate the evolving digital landscape and deliver impactful, customer-focused results.
ADDITIONAL INFORMATION
Time & Place
Thu, Nov 26
09:15 - 10:00
Zurich I+II
Limited to 180 participants.
Notes
✓ Chatham House Rule to Encourage Open Exchange
✓ No Recordings Allowed
✓ You Must Book This Session to Participate
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