Damjan Hohnec

Customer Service Operations Team Manager A1 Slovenia

Damjan Hohnec is the Customer Service Manager at A1 Slovenia, where he is responsible for customer service operations and spearheads the introduction of conversational AI solutions. Working with technology partners, he has helped the company design intuitive chat and voice bot platforms that are flexible and future ready. His drive for continuous learning took him to London Business School's "Business Analytics in the Age of Generative AI" programme in 2025, an experience he credits with sharpening his data driven approach and exposing him to best practices across industries. Damjan is passionate about creating human centred customer journeys that blend automation with empathy, and he actively shares his knowledge to help develop future talent in the field.

Summit Day Two - Wednesday, 7th October 2026 [CET]

12:05 Presentation: AI and Human Expertise: Redesigning Customer Service for the Future

As customer expectations evolve, A1 Slovenia is redefining the balance between AI-driven automation and human-led service. In this session, Burcu and Damjan share how their organisation moved beyond traditional IVR systems to an AI-integrated customer journey that automates over half of customer interactions while improving satisfaction outcomes. Learn how A1 Slovenia is scaling innovation responsibly, empowering agents to transition into higher-value roles, and building a future-ready service model that combines efficiency with human connection.

Learning Objectives

• Explore how to balance AI automation with human agent expertise across the customer journey

• Unpack the operational and CX impact of replacing traditional IVR systems with AI-driven support

• Identify strategies for preparing contact centre teams for evolving, higher-value customer service roles

Key Takeaways

• A framework for implementing AI-powered customer journeys without losing the human touch

• Lessons from scaling AI and automation while improving customer satisfaction and operational efficiency

• Practices for reskilling and repositioning contact centre agents in an AI-enabled service environment

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

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