All Eyes on Customer Experience: Building Loyalty in Agentic AI Era

April 24th, 12:00 - 14:30 | Salesforce, Boudewijnlaan 29/Boulevard Baudouin 29 (floor 5 - Quatuor) 1000 Brussels

Today’s customers expect fast, personalized, and seamless experiences across every channel. Loyalty is no longer driven only by product or price, but increasingly by the quality and consistency of the overall customer experience. At the same time, the rise of Agentic AI is reshaping how organizations engage with customers. Companies that succeed in this new landscape are those that combine customer-centricity, high-quality data, CRM platforms like Salesforce, and AI capabilities to orchestrate meaningful and proactive experiences.

What can you expect?

A Panel of Experts:

• Teresa Comparato, Group Manager CRM Strategy & Relationship, Euroconsumers
• Thibault Luthers, CRM Team Manager France & Belgique, TotalEnergies
• Anouck Jonckheere, Senior Solution Engineer, Salesforce

Moderator:

• Gaetan Mondet, Managing Director, asUgo

Audience:

Decision-Makers in Customer Strategy, Marketing and IT, including representatives from Total Energies, Belfius Direct Insurance, Interparking, Kinto/Toyota Motor Europe, Axepta BNP Paribas Fortis, Sprimoglass, King Baudouin Foundation, Engie, Sibelga, Ethias, Ores, i-City, Fondation Contre le Cancer, ULB, ngage, Eiffage, IBA, Test Achats/Test Aankoop, AWEX, Salesforce, Darwind, Net Circular, Moore Belgium, and others.

Actionable Insights:

• How organizations define and operationalize a clear CX roadmap from vision to measurables KPIs.
• How organizations leverage data across systems to build a true 360° view of the customer, anticipate needs, personalize interactions in real time, and transition from reactive service models to predictive engagement strategies.
• How CRM platforms like Salesforce are used as the backbone of customer engagement breaks down internal silos, and activates customer data through automation and workflow orchestration.
• How CX leaders embed customer-centricity across the entire organization fostering a culture that continuously prioritizes customer value.
• How companies augment customer experience with Agentic AI to automate repetitive tasks, to proactively support both customers and employees, predicting needs, recommending next-best actions, and enabling intelligent assistants that enhance personalization, responsiveness, and decision-making across the entire customer journey.