Max Lowenthal

Max Lowenthal

Director of Agent Product Management Decagon
Max Lowenthal

Summit Day One - Tuesday, 7th October 2025 [CET]

14:35 MASTERCLASS: BEYOND CSAT: THE FUTURE OF CUSTOMER EXPERIENCE WITH AI AGENTS

As customer expectations evolve, traditional metrics like CSAT are no longer the gold standard. Today’s leading brands are redefining what great member experience looks like - delivering instant, personalised, and brand-aligned support at scale. 


In this masterclass, Max Lowenthal, Director of Agent Product Management at Decagon, will explore how Decagon’s AI agents are reshaping the support landscape. He’ll introduce the Agent Operating Procedures (AOPs) framework - Decagon’s unique system for designing and deploying AI agents that are fast, flexible, and fully under your control. 


You’ll learn how companies use AOPs to ensure their agents respond with the same care, clarity, and precision as a human - while staying on-brand and driving measurable outcomes. 

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

Download The Latest Agenda

In Partnership With:

CCW Europe Digital

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