Customer experience is entering a new phase. The shift from scripted chatbots to autonomous, goal-driven AI agents promises to fundamentally change how companies handle service at scale, but the gap between vendor demos and production reality remains wide. This masterclass cuts through the noise.​

We open with a focused look at where agentic AI for CX actually stands today: what's working, what's still hype, and what the near-term trajectory looks like as orchestration, reasoning, and real-time decision-making mature. Then Lufthansa Group takes the stage with a candid look at how one of the world's largest airline groups is deploying AI to manage customer experience through disruption, irregular operations, and demand spikes, the moments when service quality matters most and is hardest to maintain. The session covers what it actually takes to move from pilot to production: the architectural choices, the operational trade-offs, and the lessons learned scaling AI-driven CX in a complex, regulated, high-stakes environment.​

Whether you're early in your AI journey or deep into implementation, this session offers a grounded, evidence-based perspective on what agentic AI can deliver for CX today, and what's still ahead.​

Presented by NiCE and Lufthansa Group.​