8:45 – 9:00 | Welcome Speech
Opening of the Summit Overview of agenda and key themes

9:00 – 9:30 | Keynote presentation
Humanizing AI; Redefining Customer Experience in the Digital Era
– The Human Paradox of Digitalization
– The Humanity Stack
– From Copilots to Colleagues

9:30 – 10:00 | Keynote presentation
Paradigm shifts in healthcare trigger a need to transforming engagement with physicians
– Access to medical scientific information is being revolutionized with AI
– And with that change customer facing and customer experience functions
– Can all physician needs be addressed with AI solutions?
– Or offer the paradigm shifts and AI revolution in healthcare radically new opportunities for humans to provide value beyond AI?

10:00 – 10:30 | Keynote presentation
How we rewired a Telco around our customers
– Unifying teams around a single Experience Atlas
– Designing Experience Blueprints at the right level of detail for everyday use
– Moving from static maps to active Journey Management strategies

10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths

11:00 – 11:45 | Keynote presentation
Overcoming Data Challenges for an exceptional Customer Experience
– Customer Experience is the new battleground
– 86% of consumers prefer consistent interactions, but only 30% of companies achieve this
– Those who master trusted, connected data will shape the future of every interaction

11:45 – 12:15 | Keynote presentation
Redefine. Reimagine. Reinvent: How AI is Transforming Customer Experience.
– Customer Care at a Crossroads: What’s broken & What comes next
– From Chatbots to Game Changers: Why AI is having its ‘Iphone moment’
– Beyond FAQs: How our AI solution is reshaping customer care

12:15 – 13:00 | Panel Discussion
Beyond Automation – The Role of Humans in AI-Driven Customer Journeys
– Ensuring ethical and transparent use of AI
– Shaping human roles in an AI-first workplace
– Strategies for sustainable AI adoption in CX

13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks

14:00 – 14:30 | Keynote presentation
The magic of CX: Creating seamless moments that spark wonder
– Snow white: Spreading the love (creating brandlove)
– Zazu: Guarding the kingdom (being compliant)
– Genie: Bringing the magic (creating customer WOW)

14:30 – 15:00 | Keynote presentation
Unifying Pharma Touchpoints for Impactful Engagement
– Harnessing Data, Content & Channels: Discover how integrated insights and customer-driven content can drive engagement.
– Activating Proven Strategies: Learn practical tactics to connect digital and field force efforts for seamless customer journeys.
– Driving Continuous Improvement: Explore approaches to measure, refine, and scale omnichannel success.

15:00 – 15:30 | Keynote presentation
More Than Glasses: Where Human-Centered Experiences Meet AI Innovation
– Empathy is the Competitive Edge: How human-centered experiences drive loyalty, resilience, and differentiation.
– Your Team = Your First Customers: Listening to and investing in your people creates empowered teams that deliver exceptional CX.
– Balancing Human Connection with Innovation: Leveraging AI to handle the predictable, freeing humans to focus on meaningful, high-empathy interactions.

15:30 – 16:00
Afternoon Coffee Break

16:00 – 16:30 | Keynote presentation
Does Pharma loose its customers for good?
– Research and practical experience show a significant reduction in pharma companies’ access to healthcare professionals over the past two years, supported by data from Veeva Pulse, IQVIA, and McKinsey.
– We clearly see growing disconnect between the content and channels offered by pharma companies and the expectations of doctors, nurses, hospital administrators, and pharmacists, especially in light of the rapid adoption of GenAI tools.
– As a result Pharma appears in a paradox situation when investment in communication with the customers is increasing but the engagement and return are declining.

16:30 – 17:15 | Round table discussion
The Future of AI-Driven CX – Risks, Rewards & Roadmaps
– Breaking down silos across industries
– Governance frameworks for safe AI deployment
– Next-gen strategies to sustain human relevance in CX

17:15 – 17:30 | Closing Remarks
– Key takeaways from the day
– Shaping the vision for the future
– Invitation to the next summit

8:45 – 9:00 | Welcome Speech
– Opening remarks & summit objectives
– The theme: Where AI Meets Human Strategy
– Setting the tone for cross-industry discussions

9:00 – 9:30 | Keynote presentation
How can AI and human work best together in human centred design
– Which qualities do each bring towards building human centred and inclusively
– What’s our unique human advantage the three 3 E’s: empathy, emotion, and exploration.
– AI on the other hand helps us with efficiency, spotting human bias, showing us new vantage points
Ending with outlook of how connecting both strengths makes human centred design fully come to life

9:30 – 10:00 | Keynote presentation
The Future Of Experience Design In The Digital Age
– From Myth to Mastery: Explore humanity’s 3000-year journey imagining AI, culminating in today’s CX reality where human choice, not technology, defines the future.
– Empowering Intentional CX: A framework for leaders to actively shape customer experience by anchoring AI deployment in core values and purpose.
– Practical Agency in Action: Actionable strategies for designing value-driven interactions, fostering iterative learning, and ensuring accountability in a digitally transformed landscape.

10:00 – 10:30 | Keynote presentation
Beyond the Algorithm: Safeguarding Trust Through (proper) Data Governance and the Human touch in AI Adoption
– How compliance and regulatory frameworks must evolve in an AI-driven CX environment.
– The role of human oversight in ensuring responsible and ethical use of AI.
– Embedding trust and accountability as core principles in AI-powered operations.
– Practical strategies for balancing innovation with governance in customer engagement.

10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths

11:00 – 11:45 | Keynote presentation
The Product Shift: How We’re Reimagining Telco for the Customer Era
– Why traditional delivery models struggle to keep pace with customer expectations.
– Building performance feedback loops that connect customer experience directly to investment.
– Driving a culture where teams ask “What problem are we solving for the customer?” before investing.
– Why moving to product is as much a mindset change as an operating one.
– Real examples of data-driven decision-making: what we’ve learned, what’s changed.

11:45 – 12:15 | Key Presentation
What If? Rediscovering Curiosity Through AI-Enabled Analytics
– In a time when proving the ROI of analytics programs and data products is more critical than ever, we risk narrowing our focus too much on simply reaching the end result.
– In this session, Rebecca will share how she and her team have leveraged AI to scale, accelerate, and surface patterns – freeing up time to be more curious about which questions really matter in solving business challenges.
– She will show how combining human exploration with AI can lead to deeper customer understanding and the creation of more human-centered strategies

12:15 – 13:00 | Panel Discussion
Sustainable CX – Aligning AI Innovation with Corporate Responsibility
– Aligning technology with customer expectations
– Redefining employee roles in an AI-first workplace
– Ensuring long-term sustainability of AI adoption

13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks

14:00 – 14:30 | Keynote presentation
The Sensitivity Shift: How Proximus is Rethinking Design, Automation, and Empathy in CX
– Designing systems that sense and respond in real time.
– Using automation to enhance, not replace, human sensitivity.
– Building teams and tools that continuously sense, learn, and evolve

14:30 – 15:00 | Keynote presentation
From Journeys to Systems
– How AI transforms customer journeys into adaptive systems
– How AI evolves service touchpoints into intelligent feedback loops
– How AI turns service design into a learning ecosystem

15:00 – 15:30 | Keynote presentation
Reimagining Customer Experience in the AI Era: Harnessing Technology with Empathy to Redefine Business
– AI-Driven Digital Transformation with a Human Touch: Harnessing AI to reshape customer experiences while preserving empathy and trust.
– Human-Centred AI & Emotional Intelligence: Building chatbots, virtual assistants, and smart services by LLM & AI assistance that are intuitive, inclusive, and emotionally intelligent.
– Augmented Leadership & Decision-Making: Empowering leaders with frameworks that integrate data-driven insights and human judgment for faster, smarter decisions.
– Data-Powered Insight for Elevated Customer Expectations: Leveraging data and analytics responsibly to anticipate needs and deliver personalised, empathetic experiences.

15:30 – 16:00
Afternoon Coffee Break

16:00 – 16:45 | Round table discussion
CX 2030 – What Will Human + AI Collaboration Look Like?
– Industry perspectives on the next decade of CX
– Governance frameworks for responsible AI adoption
– Building resilience through continuous innovation

16:45 – 17:00 | Closing Remarks
– Recap of key themes and takeaways
– Recognizing contributors and partners
– Vision for the next summit