CCW Berlin

The next chapter of customer experience goes beyond scripted automation toward self-learning AI agents that evolve with every interaction. In this presentation, Omilia introduces its approach to Self-Learning CX Agents—AI that continuously improves across self-service and agent-assisted journeys using closed-loop learning. Attendees will gain insight into how these agents reduce operational friction, increase containment, and deliver more human-like experiences at scale. The session concludes with a customer perspective from Funke Media Group, sharing practical lessons, outcomes, and impact from deploying Omilia’s self-learning agents in a complex, high-volume media environment.

Michael Römer has been with the FUNKE Media Group since 2005. He was hired to centralize customer service for FUNKE newspapers in North Rhine-Westphalia, and is now responsible as managing director for all customer service for advertisements, magazines, and daily newspapers at four FUNKE Group locations.

Lloyd Buxton is Sales Director for UK&I and Europe 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.