Luke Mills

Senior Managing Director, Global Lead Service Accenture Song

Luke is a Senior Managing Director based in the UK. As the global leader for Customer Service at Accenture, Luke advises and supports clients across all locations and industries, helping them reinvent customer service with AI. Luke is helping Accenture's global clients transform the customer experience with AI, working through strategy, operating model redesign, data and technology enablement and the transformation of operations into a combination of people and agentic / conversational AI. A recognized expert in customer transformation, Luke specializes in customer experience and service transformation, leveraging digital, data, and AI to drive improved financial returns for clients. Luke has created hundreds of millions of pounds in profit for clients through value-based deals in customer service. Luke's 15 year Accenture career has mostly been working with European telecoms and media clients but he also has experience in financial services, utilities, automotive and public sector clients.

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

9:30 Fireside Chat: The Future of Service, Powered by Human & Agentic Operations

Customer service stands at an inflection point. The tools to deliver genuinely hyper-personalised, brilliant experiences at scale have finally arrived – but the path to realising that potential is complex, and outcomes are far from certain. Discover the forces that are re-shaping service today, where customer service is headed, and what it takes to get there.

Learning Objectives

Identify the key forces reshaping customer service
Understand how AI and personalisation are changing service delivery
Assess what it takes to turn new technology into better customer outcomes

Key takeaways

Where customer service is heading and why
The opportunities and challenges with using Agentic AI to deliver hyper-personalised service at scale
What will it take to succeed in the future - deliver better experience, lower costs, and higher growth, all at the same time

11:50 Panel Discussion: Rethinking Europe’s Multilingual Hiring Model and CX Trust Economy

Europe has 24 official languages, and a hiring map that has stopped working. Europe's hardest-to-staff languages are concentrated in its most expensive labour markets. Real-time voice translation can separate language from agent location, expanding the hiring map while helping customers communicate. Join to examine where translation is ready, how it's scaling multilingual operations, and how contact centres gain flexibility without creating compliance risks.

Learning Objectives

Evaluate where real-time translation is ready for customer-facing use and where human support remains necessary
Redesign language staffing models around skills, demand, and labour costs rather than location
Assess the identity, transparency, and compliance controls required for synthetic audio

Key Takeaways

Understand where real-time translation is ready for customers today, and where it is not
How translation changes the contact centre hiring map
How EU AI Act transparency rules apply to synthetic audio in live customer calls

14:35 Masterclass: Reshaping Multi-Lingual Customer Service with Human and Agentic Operations

Customer service in Europe is uniquely complex with multiple languages, markets, regulatory environments, and customer expectations. Human and agentic operations can fundamentally reshape how service is delivered across languages, markets, and channels. Explore how conversational AI, real-time language translation, and agentic architectures unlocks new levels of customer experience, transforming the economics of multi-lingual customer service in Europe, and simplifying how service is delivered at scale.

Learning Objectives

Explore how AI-powered translation and agentic AI are reshaping multilingual customer service
Examine how organisations are overcoming language barriers while maintaining a strong customer experience
Understand how human and agentic operations can simplify and scale service across languages, markets and channels

Key Takeaways

Examples of how organisations are using AI to deliver multilingual customer service
Approaches to balancing human expertise with AI-powered translation and agentic operations
How multilingual service models can improve efficiency, scalability and the economics of customer service

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

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