What if Agentic AI transformed your Customer Experience?

Join us for a groundbreaking half-day event where Orange Business – acting as your AI Orchestrator – and our cutting-edge partners show how Conversational AI is revolutionizing customer experience. This isn’t just another tech conference; it’s a launchpad into the autonomous future of CX.

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Note: Participation is limited to qualified senior executives from brand-side companies to foster a peer-level exchange of insights. Applications are reviewed for eligibility.

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What you will learn

Pioneer autonomous customer service: Evolve beyond basic chatbots and build an AI-powered agent ecosystem on the path to full autonomy in customer interactions.
Supercharge your workforce: Use AI-driven simulations to rapidly upskill your contact centre team – learning faster, performing smarter, and dramatically improving service quality.
Achieve seamless omnichannel CX: Orchestrate frictionless conversations at scale, ensuring every customer interaction (voice or digital) is consistent, personalized, and effortless.
Empower AI that delivers: Embrace agentic AI systems that can think, decide, and act on their own, enabling you to deliver outstanding customer outcomes with speed and precision.

Hear from the visionaries who are at the forefront of AI and CX innovation. Our keynote speakers and panellists (more to be announced) are the trailblazers driving real-world AI success stories in customer experience – and they’re ready to share their insights with you.

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Speakers

Global Head of Customer Service at Nespresso

Constance is the Global CRC Lead at Nespresso, where she drives innovation and operational excellence to elevate customer experiences across all markets.
Prior to her current role, Constance was managing Customer Relations Centers at Nespresso France and led large-scale transformation program in both Insurance and Consulting sectors.
She is a strong advocate for a human-centered approach to innovation. Her vision revolves around the belief that the successful transformation of customer relations through AI hinges on placing human interaction at the core of the process. She believe in a harmonious blend of technology, human touch, and a customer-centric approach, essential for any organization aiming to thrive in a rapidly evolving digital landscape.

Christophe Scarton - VP Omnichannel Consumer Experience at Philip Morris International

Christophe is steering D2C sales, CRM, and AI‑powered journeys that deliver memorable, insight‑driven experiences. With a proven record in both physical retail and e‑commerce marketplaces, he fuses digital marketing, GenAI, and agile operating models to optimise every touchpoint. A strategist‑innovator, he champions the customer voice and flawless execution to spur growth and transformation.

Sr. Manager Customer Engagement Center & AI at Marriott International

Seth is driving the transformation of Marriott’s Customer Engagement Center through innovation, automation, and AI. He has delivered over $30M in annual cost savings via IVR modernization, launched Marriott’s first chat support channel, and is piloting GenAI tools to enhance service quality and efficiency.
He also led the integration of digital touchpoints into a unified contact strategy and expanded omnichannel capabilities across voice, chat, email, and messaging. Seth is passionate about building scalable, guest-centric solutions that deliver both operational impact and exceptional experiences.

Chief Product and Marketing Officer at Orange Business

Usman, Chief Product & Marketing Officer at Orange Business since April 2023, drives strategic value propositions, products and digital enablers to accelerate Europe’s digital‑services leadership and sits on the Executive Board. Innovator with 10+ patents, tech thought‑leader in cloud, AI/ML, IoT and mobile, delivering world firsts (4G, NB‑IoT, scaled IoT platforms, cloud labs). Customer‑obsessed strategist and transformation leader, he turns complex challenges into CX‑focused value across global markets.

Sales Director at Kore.ai

Stuart has spent the last 10 years helping local and global organisations evaluate and implement conversational AI solutions. After a long career in the IT sector, he is now Sales Director at Kore AI. Helping enterprises understand and adopt the latest AI technology, Stuart has assisted companies to understand the fast-changing sector and implement solutions that are applicable today whist also future proofing their investment.

Senior Business Development Manager at Spitch

Fehmi is responsible for the French-speaking part of Switzerland. He supports the growing demand for voice and text-based conversational AI solutions in the region. Fehmi brings many years of experience in account management and business development, gained through key roles at companies like Sunrise and Swisscom. His deep understanding of client needs and market dynamics allows him to tailor innovative voicebot solutions for diverse industries. Fluent in French, German, and English, he bridges linguistic and cultural gaps across the Swiss market. Fehmi is passionate about using AI to transform customer engagement and improve service efficiency.

Business Development Director at Omilia

Amalia is spearheading the growth of Omilia’s Conversational AI solutions across the DACH region. She plays a key role in forging strategic partnerships and delivering transformative customer engagement experiences through AI-driven automation and voice bot technologies.

She has helped major enterprises streamline their customer service operations, enabling personalized, scalable interactions across voice and digital channels. Amalia is passionate about connecting innovative technology with real business value, always striving to elevate both operational efficiency and customer satisfaction.

Co-founder and Chief Growth Officer at Enterprise Bot

Ravina is a leading conversational AI and automation provider based in Switzerland. A passionate entrepreneur, she combines deep tech expertise with a strong client focus, consistently delivering high-impact solutions under pressure. Ravina has secured key contracts and earned recognition, including being featured on Forbes via Women Who Tech and as a finalist for Europe’s top 10 women-led startups in 2018

Director Data & AI at Orange Business – Digital Services Europe

Pierrick Reglioni is turning cloud-native data and AI into market-ready solutions. Over 12 years at Business & Decision he headed the European Data Solutions Tribe and ran a 30-person BI team in Spain, delivering next-gen platforms and actionable insights for leading brands.

Head of AI Product Management at Orange Business

Thomas is leading the product management of AI solutions around CX & EX for Orange Business. He’s bringing 20 years of experience in the telecom and IT industry, with various positions around product development and product management for solutions around voice, UC and contact centres for B2B customers inc. top 500 MNCs worldwide.

Sander van Duivenbooden - Business Line Manager at Orange Business

Sander is Product Owner of the AI for CX squad, delivering a structured approach and a common framework for all AI for CX related initiatives. We develop building blocks to be made available specifically for European clients. Our mission is to provide regional product leadership, to enable sale and develop initiatives and capabilities in Europe, and to drive cooperation between product houses for the purpose of doing business in Europe.

Over 18 years’ experience in Orange Business in sales and solutions in the UCC domain in Europe, most recently as business developer CX/EX in The Netherlands.

Agenda

9:00 - Welcome coffee / Networking

9:30 - Welcome Keynote – Orange Business

Usman JAVAID - Chief Product and Marketing Officer

9:40 - Part 1: AI Orchestration by Orange Business

Thomas FAYET – Head of AI Product Management
Sander VAN DUIVENBOODEN – Business Line Manager Europe for Communication Services, Collaboration, Contact Centres and Voice

10:10 - Part 2: Agent Genesis: Build & Train for Autonomous CX

Kore.ai: Building the Enterprise Agent Ecosystem: From Conversational AI to Autonomous Future, Stuart GLYDE
Spitch: Learn faster. Perform smarter. Transform your customer centre with Agent Training from Spitch, Fehmi EL BENNA

10:40 - Break / Networking

11:10 - Part 3: Agent in Action: Orchestrate & Scale CX Excellence

Omilia: Orchestrating Seamless Conversations at Scale: The Marriott & Omilia Story
Amalia CHALDAIOU – Omilia and Seth WILLIAMSON – Marriott International
Enterprise Bot: The Rise of Agentic AI: Building Systems that Think, Decide, and Deliver
Ravina MUTHA

11:40 - Part 4: Agent Fusion: Tailored AI Orchestration for Core Business

Custom AI Solution for Core Business using Azure AI Foundry & Microsoft Fabric
Pierrick REGLIONI – Director Data & AI at Orange Business

12:00 - Part 5: Shared experience – panel discussion

Moderator: Usman JAVAID - Chief Product and Marketing Officer at Orange Business

Nespresso – Constance TOUSSAINT, Global Head of Customer Service
Philip Morris International – Christophe SCARTON, VP Omnichannel Consumer Experience
Marriott International – Seth WILLIAMSON, Sr. Manager Customer Engagement Center & AI

12:30 - Lunch & Networking

Join us for a buffet lunch on the scenic rooftop terrace.
Connect with industry leaders while enjoying stunning views.

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Is this event for you?

Whether you’re leading AI initiatives, driving customer engagement and omnichannel strategy, innovating in digital customer experience, or leveraging data to transform CX, this event is for you. Designed for forward-thinking business leaders and strategists, it will arm you with fresh ideas, innovative approaches, and practical tools to redefine your customer experience and stay ahead of the competition. Network with senior CX trailblazers and swap winning playbooks.

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The venue

The event will take place at Westhive Pont-Rouge, a modern conference center with sleek, contemporary design. This dynamic space is purpose-built to foster meaningful dialogue. We will conclude the event with a buffet lunch on the scenic rooftop terrace. Here, you can connect with industry leaders while enjoying stunning, panoramic views that capture the vibrant spirit of Geneva.

Accessibility

Direct access by train or public transport: Lancy Pont-Rouge
Car park: P+R Etoile or La Praille