What they will present.

A customer calls with a technical problem — and within minutes, in the customers language Lynea Enterprise AI takes the journey from “Something’s wrong” to “Help is on the way.”

Lynea instantly identifies the customer, verifies their service eligibility, and uses a smart, guided diagnosis to understand and triage the issue. It then acts: creating a ticket in Salesforce, creating a calendar entry and automatically escalating the case when a field intervention is required or an upsell opportunity is identified.

Now the geolocation intelligence kicks in: Lynea identifies the customer’s exact service location and analyses the technician network based not only on skills and availability, but also on real-time proximity and geographic coverage. It identifies the three best technicians, balancing technical expertise with distance and availability to optimise response time.

The dispatcher sees the recommendations and their geographic location on a map view, remains in control, and validates the best option before dispatch.

One conversation. One connected workflow. From customer location to the right technician — AI turns geolocation into faster, smarter and more efficient field service.

What public reviews reveal about the cost of customer friction at Disneyland Paris.

Federico Cesconi demonstrates InsightNarrator, the AI-powered analytics tool for customer feedback from SANDSIV. It brings feedback in from survey platforms and review sources, runs governed agentic analysis over it and quantifies what the findings are worth in revenue, with every result carrying its evidence and a citation back to the source. In this session he works entirely from unsolicited feedback, the public reviews of Disneyland Paris, to identify the friction points driving customer dissatisfaction. He then puts a figure on what that friction costs, so a CX team can see which fixes pay back first.

In this demonstration, Five9 Enterprise Solution Consultant, Anthony Raguero, will showcase how Five9’s AI capabilities can support the customer journey, from identifying opportunities through contact centre insights to customer interactions, agent support and quality management.

The demonstration will begin with AI Insights, exploring Five9’s full contact centre insights and trends surfacing tools and how organisations can use real data to inform decision-making and identify the use cases and opportunities that need to be addressed.

From there, Anthony will take one of these surfaced opportunities and demonstrate how it can be addressed through AI Agents, developing an AI Agent to handle this type of interaction.

We will then experience the interaction from the customer’s point of view, seeing how a voice bot can hold a full conversation with a customer and how this works hand in hand with human agents to provide a seamless interaction when human support is required.

The demonstration will then move to Agent Assist, showing how it can support human agents throughout an interaction by providing valuable guidance and empowering them to deliver a seamless Customer Experience.

Finally, we will look at Agentic QM and how AI can ensure managers and supervisors are fully equipped to focus on value-add activities.

With the increase in spam and fraudulent calls, it’s becoming harder for businesses to communicate effectively with their customers.

When your phone rings and you don’t recognise the number, do you answer – or let it go to voicemail?

Now think about your customers. When your business calls from a number they don’t recognise, are they making exactly the same choice?

Branded Calling helps change that.

By displaying your business name when you call, Branded Calling gives customers greater reassurance about who is contacting them, helping to build trust, improve answer rates and create a better customer experience.

In our upcoming presentation, we’ll explore how Branded Calling works and the difference it could make to the way businesses connect with their customers.

Spiral by UJET is an AI-powered issue intelligence platform that helps businesses identify, quantify and eliminate the root causes of customer friction.

Rather than simply summarising feedback or producing CX reports, Spiral analyses customer conversations and feedback at scale — including calls, chats, emails, tickets, surveys and reviews — to reveal the issues customers are experiencing, how often they occur, what they cost the business, and where teams should focus improvement efforts.

With an automatically generated issue taxonomy and a natural-language AI agent, Spiral enables CX, contact centre, product, operations and executive teams to investigate customer problems in real time and turn insight into action.

Spiral shows not just what customers are unhappy about, but what is causing it, what impact it has, and how to remove it at source.

Phil Goddard, Founder of Value Systems International, will presents highlights of the Value Architect Platform, an ISO-27001 certified qualitative analytics enterprise solution that transforms VOC into strategic business growth.

Phil demonstrates how Value Architect uniquely leverages state of the art qualitative metrics to prioritize the next best experience for immediate value capture and reveals hidden customer value systems that spark innovation and drive value creation.