Understand the current state of Agentic AI and what it means for the future of CX. Gain perspective on where the market stands today and what separates pilots from scalable success.
AI-First CX World Tour
The State of Agentic AI.
The Future of CX.
An executive forum defining the path from Agentic AI
strategy to scalable enterprise impact.
The Shift to Agentic AI in CX
Customer experience is entering a new phase defined by intelligent, proactive AI agents capable of reasoning, acting, and continuously improving outcomes. Yet while interest in AI is widespread, scalable success remains rare.
AI-First CX World Tour is a curated executive forum for CX, AI, and Customer Operations leaders navigating this transition. The program centers on three essential conversations:
- The State of Agentic AI – Where adoption stands today and what it means for the future of CX.
- Your Agentic AI Journey – What scalable deployment looks like and how to move beyond pilots.
- Agentic AI in Action – Real-world examples of measurable business impact.
This is not a product showcase. It is a strategic working session focused on execution and impact.
Where we’re heading in 2026
CX and AI leaders will convene in focused, in-person executive forums across key locations globally.
São Paulo
April 7, 2026
Tokyo
April 22, 2026
Dallas
April 28, 2026
Sydney
April 29, 2026
Manchester
May 14, 2026
London
May 21, 2026
Toronto
May 28, 2026
Frankfurt
June 18, 2026
Zürich
June 23, 2026
Amsterdam
June 25, 2026
Mexico
July 8, 2026
New York City
July, 14 2026
Chicago
July 16, 2026
Washington, D.C
November 4, 2026
Dallas
November 5, 2026
AI-First CX World Tour program
A focused half-day executive forum moving from market insight to measurable impact.
Toronto
May 28, 2026
New York City
July 14, 2026
Chicago
July 16, 2026
Washington, D.C
November 4, 2026
Dallas
November 5, 2026
The Westin Harbor Castle
1 Harbour Sq, Toronto ON M5J 1A6, Canada
1:00 – 1:30 PM
Registration & Networking
1:30 – 1:40 PM
Welcome with CDM Media Emcee/Host
1:40 – 2:30 PM
The Agentic AI CX Frontline: Real Leaders. Real Results | Kevin Lee
2:30 – 3:00 PM
Agentic AI in Action | George Downey
3:00 – 3:30 PM
Attendee Workshop: Improving CX with AI | George Downey + Roundtable NiCE Hosts
3:30 – 3:45 PM
Networking Break
3:45 – 4:45 PM
Executive Panel: From Vision to Deployment: How Enterprises Can Operationalize Agentic AI
in CX | Martin Gauthier
4:45 – 5:45 PM
Closing Networking Reception
Speakers
Kevin Lee
Vice President, Sales, Distinguished Technologist, NiCE
George Downey IV
Senior AI Consultant, NiCE
Martin Gauthier
Senior Sales Director CX Americas, Canada | NiCE
Michael Partridge
Deloitte | Partner in Technology & Transformation | Customer, Regulated Industries
Syed Shah
Head of AI Governance at Scotiabank
Shreyans Sethia
AVP, Head of Digital Tech for Commercial Banking at TD Bank
Supporting partner:
SECOND | The Great Room + The Terrace
849 6th Ave, New York, NY 10001
10:45 - 11:35
Registration & Networking
11:35 - 11:40
Welcome
11:40 - 12:20
The Agentic AI CX Frontline: Real Leaders. Real Results | Kevin Lee, NiCE
12:20 - 1:00
Executive Panel - From Vision to Deployment: How Enterprises Can Operationalize Agentic AI
in CX | Moderated by Paola Doebel, NiCE
1:00 - 1:15
Networking Break
1:15 - 1:50
Agentic AI in Action | George Downey IV, NiCE
1:50 - 2:45
Attendee Workshop/Roundtables
3pm - 6pm
Closing Reception and World Cup Watch Party
Speakers
Kevin Lee
Chief Technology Officer, NiCE
Paola Doebel
SVP & General Manager CX Americas, NiCE
George Downey IV
Senior AI Consultant, NiCE
Ivan Rodin
Associate Vice President and Senior Project Manager, AECOM Digital
Barclay Blair
Senior Managing Director, AI Innovation,
DLA Piper
Waldorf Astoria Chicago | Sinclair Ballroom
11 E Walton St, Chicago, IL 60611
1:00 - 1:30
Registration & Networking
1:30 - 1:40
Welcome
1:40 - 2:20
The Agentic AI CX Frontline: Real Leaders. Real Results | Tim Harris, NiCE
2:20 - 3:00
Executive Panel - From Vision to Deployment: How Enterprises Can Operationalize
Agentic AI in CX | Moderated by Paola Doebel, NiCE
3:00 - 3:15
Networking Break
3:15 - 3:50
Agentic AI in Action | George Downey IV, NiCE
3:50 - 4:45
Attendee Workshop/Roundtables
4:45 - 5:45
Closing Networking Reception
Speakers
Tim Harris
General Manager Engagement Orchestration, NiCE
George Downey IV
Senior AI Consultant, NiCE
Paola Doebel
SVP & General Manager CX Americas, NiCE
Alfredo Rizzo
Chief Technology Officer, TTEC
Michael Rice
Senior Digital Product Owner, Bosch
Fran Seales
AVP, Technology Operations, CareCentrix
Cowboy Club
5 Cowboys Way, Frisco, TX
10:00 – 10:30am
Registration & Networking
10:30 – 10:40am
Welcome
10:40 – 11:30am
The Agentic AI CX Frontline: Real Leaders. Real Results | Hardy Myers
11:30am – 12:30pm
Executive Panel
| Paola Doebel
From Vision to Deployment: How Enterprises Can Operationalize
Agentic AI in CX
12:30 – 1:15pm
Lunch & Watch Practice
1:15 – 2:00pm
Agentic AI in Action | George Downey IV
2:00 – 2:50pm
Attendee Workshop/Roundtables
2:50 – 3:00pm
Closing Remarks & Next Steps
3:00 – 3:50pm
Executive Networking Reception
Speakers
Hardy Myers
VP, Global Strategic Partnerships, NiCE
George Downey IV
Senior AI Consultant, NiCE
Paola Doebel
SVP & General Manager CX Americas, NiCE
Des Tillman
Accenture Song
Managing Director
Customer Service Practice Lead
The Ritz-Carlton, Tysons Corner
1700 Tysons Blvd, McLean, VA 22102
Peachgrove Ballroom + Foyer
9:30 – 10:00am
Registration & Networking
10:00 – 10:10am
Welcome
10:10 – 10:50am
The Agentic AI CX Frontline: Real Leaders. Real Results | Hardy Myers
10:50 – 11:30am
Executive Panel
| Paola Doebel
From Vision to Deployment: How Enterprises Can Operationalize Agentic AI in CX
11:30 – 11:45am
Networking Break & Refreshments
11:45 – 12:20pm
Agentic AI in Action | George Downey IV
12:20 – 1:00pm
Attendee Workshop/Roundtables
1:00 – 2:00pm
Executive Networking Lunch
Speakers
Hardy Myers
VP, Global Strategic Partnerships, NiCE
George Downey IV
Senior AI Consultant, NiCE
Paola Doebel
SVP & General Manager CX Americas, NiCE
Isabelle Guzman
Accenture Federal Services
Agentic Service Center GTM Lead
Federal AI & Customer Experience Transformation Strategist
Shawn Kingsberry
SAIC
Vice President
Pamela Fusting
State of Tennessee,
Department of Human Services
Director of Operations, CX
Museum of Contemporary Art
140 George St, Sydney New South Wales 2000
2:30 – 3:00 pm
Registration
3:00 – 3:10 pm
Welcome
3:10 – 3:40 pm
The Agentic AI Frontline. Real leaders. Real results
3:40 – 4:10 pm
From Vision to Deployment: How Enterprises Can Operationalize Agentic AI in CX
4:10 – 4:40 pm
Break
4:40 – 5:30 pm
Success at Scale: Real-World Transformation story: Allianz Insurance
5:30 – 7:30 pm
Networking Drinks
Speakers
Nigel Lindsay Smith
Vice President, Sales
ANZ, NiCE
Philipp Heltewig
Chief AI Officer, NiCE
Jos Jansen
General Manager Digital,
Allianz Australia Insurance Ltd
Venue details and the full event agenda will be announced soon.
2:30 – 3:00pm
Registration
3:00 – 3:10pm
Welcome
3:10 – 4:10pm
The Agentic AI Frontline. Real leaders. Real results.
4:10 – 5:00pm
From Vision to Deployment: How Enterprises Can Operationalize Agentic AI in CX
5:00 – 5:30pm
Success at Scale: Real-World Transformations from Leading Brands
5:30 – 7:30pm
Networking Drinks
Rosewood Hotel
Rua Rio Claro, 40, São Paulo – SP
9.30 – 10.00 am
Welcome Reception and Networking
10.00 – 10.45 am
State of Agentic AI – The Future of CX
10.45 – 11.30 am
Your Agentic AI Journey – From Vision to Execution
11.30 – 12.15 pm
Agentic AI in Action
12.15 – 12.30 pm
Strategic Close
12.30 pm onwards
Lunch and Networking
Speakers
Luiz Camargo
General Manager, Latin America, NiCE
Andre Fernandes
Pre Sales Director, NiCE
Maor Revah
Senior Director, Agentic AI, NiCE
Thiago Siqueira
Sales Director for Southern Cone, NiCE
For the full event details, visit the dedicated page.
W Polanco Hotel
Campos Elíseos 252, Col. Polanco, Miguel Hidalgo, Ciudad de México, C.P. 11560
2:30 – 3:00 pm
Registration & Welcome
3:00 – 4:30 pm
Gastronomic Lunch
4:30 – 5:00 pm
State of Agentic AI – The Future of CX
5:00 – 5:40 pm
From Vision to Deployment: How Companies Can Operationalize Agentic AI in CX
5:40 – 6:10 pm
Agentic AI in Action
6:10 – 6:30 pm
Closing Reflections
6:30 – 7:30 pm
Networking Cocktail Reception
Speakers
Luiz Camargo
General Manager, Latin America, NiCE
Andre Fernandes
Pre Sales Director, NiCE
Maor Revah
Sr. Director, Agentic AI, NiCE
Juan Martin Ascar
Sales Director, Mexico & Northern Cone, NiCE
Manchester
May 14, 2026
London
May 21, 2026
Frankfurt
June 18, 2026
Zürich
June 23, 2026
Amsterdam
June 25, 2026
100 Embankment
Cathedral Approach, Salford M3 7FB
09.00 – 09.30am
Registration & Networking
09.30 – 09.40am
Welcome
09.40 – 10.30am
The Agentic AI CX Frontline: Real leaders. Real results
10.30 – 10.45am
Networking Break
10.45 – 11.45am
Peer Discussion | From Vision to Deployment: Client Experiences with AI in CX
11.45 – 12.30pm
Agentic AI in Action
12.30 – 02.00pm
Food + Networking
Hotel Cafe Royal
68 Regent Street, London, England, W1B 4DY
09.00 – 09.30am
Registration & Networking
09.30 – 09.40am
Welcome
09.40 – 10.30am
The Agentic AI CX Frontline: Real leaders. Real results
10.30 – 10.45am
Networking Break
10.45 – 11.45am
Peer Discussion | From Vision to Deployment: Client Experiences with AI in CX
11.45 – 12.30pm
Agentic AI in Action
12.30 – 02.00pm
Food + Networking
For the full event details, visit the dedicated page.
2:30 – 3:00pm
Registration
3:00 – 3:10pm
Welcome
3:10 – 4:10pm
The Agentic AI Frontline. Real leaders. Real results.
4:10 – 5:00pm
From Vision to Deployment: How Enterprises Can Operationalize Agentic AI in CX
5:00 – 5:30pm
Success at Scale: Real-World Transformations from Leading Brands
5:30 – 7:30pm
Networking Drinks
For the full event details, visit the dedicated page.
2:30 – 3:00pm
Registration
3:00 – 3:10pm
Welcome
3:10 – 4:10pm
The Agentic AI Frontline. Real leaders. Real results.
4:10 – 5:00pm
From Vision to Deployment: How Enterprises Can Operationalize Agentic AI in CX
5:00 – 5:30pm
Success at Scale: Real-World Transformations from Leading Brands
5:30 – 7:30pm
Networking Drinks
Rosewood Amsterdam
Prinsengracht 432–436, 1017 KE Amsterdam
08.30 – 09.25am
Registration, Breakfast & Networking
09.25 – 09.30am
Welcome
09.30 – 10.15am
The Agentic AI CX Frontline: Real leaders. Real results
10.15 – 11.00pm
Success at Scale: Real-World Transformation story: PostNL
11.00 – 11.30am
Networking Break
11.30 – 12.15am
From Vision to Deployment: How Enterprises Can Operationalize Agentic AI in CX
12.15 – 12.30am
Strategic Close
12.30 – 02.00pm
Networking Lunch
Speakers
Thys Waanders
Vice President - AI Transformation, NiCE Cognigy
Michel Van Roon
Vice President, Sales Europe,
NiCE
Janik Emmendoerfer
Principal AI Transformation Consultant, NiCE Cognigy
Merel Donkers
Product Owner Agentic AI,
PostNL
Why attend?
Market clarity
A practical roadmap
See what a successful Agentic AI journey looks like in practice. Learn how organizations are getting started, scaling responsibly, and driving measurable impact.
Real-world impact
Explore tangible examples of how Agentic AI is driving measurable business outcomes across industries. See how organizations are translating strategy into scalable execution and sustained value.
Designed for leaders who are:
Shaping
the future of customer experience
Scaling
or evaluating enterprise AI initiatives
Moving beyond
pilots toward measurable
impact
Accountable
for CX performance and transformation outcomes
Join us at AI-First CX World Tour
Explore the state of Agentic AI, define your roadmap to scalable execution, and engage with leaders shaping the future of customer experience.
