Angela Read Downes

Senior Director of Customer Management NiCE Cognigy

Agent of the Future - Monday, 5th October 2026 [CET]

13:20 Chairperson's Welcome

16:45 Panel Discussion: Building a Career Without Limits

This panel brings together customer leaders who began their careers on the frontline as they share pivotal decisions, setbacks, and lessons learned along the way. Designed to inspire and engage, this session invites open audience questions and honest reflections about ambition, growth, and building a meaningful long-term career in customer management, or beyond.

Learning Objectives

• Understand diverse career pathways from frontline to leadership.

• Identify pivotal career decisions and growth moments.

• Explore lessons leaders wish they had known earlier.

Key Takeaways

• Real-world examples of career progression.

• Insight into strategic career moves.

• Greater belief in long-term opportunities within customer service.

Summit Day One - Tuesday, 6th October 2026 [CET]

8:55 Panel Discussion: Evolving Service Models for an AI-Augmented Future

Customer service is being reshaped by AI, changing how organisations operate, scale, and deliver value. This discussion explores how leading organisations are rethinking service models, moving beyond automation to redesign workflows, roles, and performance metrics. Gain a forward-looking perspective on how service operations are evolving, what capabilities will define high-performing teams, and how to adapt strategies to meet rising customer expectations in an AI-augmented environment.

Learning Objectives

Understand how service models are evolving with AI
Explore shifts in roles, workflows, and performance expectations
Identify priorities for future-ready service operations

Key Takeaways

A clearer view of how customer service is evolving
Strategic considerations for adapting service models
Strategies for operating in AI-augmented environments

Check out the incredible speaker line-up to see who will be joining Angela.

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