About the Event
Services Summit brings together 1,500+ customer service leaders, focused on the future of digital customer service, from AI and automation to emotional intelligence and the balance between self-service and human interaction.
It’s a key gathering point for enterprises rethinking how technology and people can work together to deliver better customer experiences.
What to expect from us
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See how enterprises are moving past AI pilots and proofs of concept with Omilia, deploying agentic AI that reduces operational complexity and delivers measurable returns on efficiency, cost, and growth. Built on 23 years of voice-native AI, handling 3 billion calls a year, with 96%+ intent accuracy and 90%+ task completion at enterprise scale. -
Learn how our Agentic AI Adoption Framework gives contact centre leaders a governance-ready path to deploying agentic AI at scale with the compliance safeguards, audit trail, and risk controls that GDPR and DACH regulators expect, built in from day one, not bolted on.
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Visit our booth to see live demos of our Self-Learning Agentic CX Platform, Voice and Chat Agents, CSR CoPilot, Authentication Agents, anti-fraud solutions, and Lexis, our native generative TTS engine with sub-45ms latency and zero third-party data exposure. Every component runs inside one sovereign architecture, audio and data included. -
Understand how the platform turns real customer conversations into continuous improvement automatically, compressing resolution times, and delivering personalisation at scale, without manual tuning or professional services.
How Agentic Self-Learning Is Transforming Customer Experiences
Date: 5 November 2026 | Time: 10:00AM – 10:30aAM | Stage: Matterhorn Stage
True agentic AI doesn’t wait to be retrained. It improves itself.
Most contact centre AI investments have hit an automation plateau, and the cause is architecture, not implementation. If improving your CX platform depends on manual tuning or your vendor’s PS team, it isn’t agentic.
Omilia’s self-learning agents monitor every interaction, identify what to improve, build better agents automatically, and deploy them with human approval.
In this session you’ll learn:
- What self-learning looks like at enterprise scale
- Where LLMs add real value, and where they don’t
- Why specialised voice AI, not general-purpose models, should power live customer calls
- How full decision transparency supports compliance teams and regulated industries
The outcome: a non-technical team can stand up an agent and see measurable gains within days, reach ROI in three months, and get resolution rates that keep compounding instead of plateauing.
Lloyd Buxton is VP Sales, EMEA at Omilia, where he partners with large enterprises to improve customer experience through Agentic CX. With more than two decades in CX, spanning data, customer engagement platforms and contact centre technology, Lloyd focuses on practical AI adoption that delivers real operational impact, better customer outcomes and clear ROI, not just innovation for innovation’s sake.