2026 Plenary conferences

The advent of generative AI and autonomous agents has revealed a profound transformation: the customer experience is becoming personalized in real time, consistent across all channels, and instantaneous by default. Intelligent automation now handles a large proportion of simple requests, freeing humans for emotional, complex, and high-value relational moments. How is this new “agentic” navigation creating unprecedented standards and forcing companies to rethink their customer journeys, their organizations, and their relationship to performance?

Between innovation, identity, content, experience, data, design, and meaning, how can we steer the transformation and desirability of the brand in the age of digital technology, emotional storytelling, social media, and more? 

Through a retrospective analysis of the Bouygues Telecom project, illustrated with numerous demos of the ILLUIN Dialogue and Analyze platforms, relive the large-scale deployment of cutting-edge Agentic AI innovations at the heart of the telecom operator’s omnichannel conversational assistants.

Simon Giraudy, Director of Strategy, Tools & Customer Experience Innovation at Bouygues Telecom, will take you behind the scenes of this transformative project, revisiting its innovative design approach, technological choices, and the tangible business and customer benefits delivered.

At the same time, Robert Vesoul, CEO of ILLUIN Technology, will highlight the must-watch Agentic AI trends for 2026 that are reshaping Customer Experience and are fully embedded in ILLUIN Technology’s advanced AI product suite. While ILLUIN Dialogue integrates all the capabilities required to design and deploy state-of-the-art AI Agents and assistants, Agent Analyzer serves as the control tower for agentic systems in production, overseeing and securing their large-scale deployment.

Together, both experts will also emphasize key success factors behind large-scale conversational AI projects, including multi-agent and composite AI production architectures (specialized agents for billing, offers, and customer tracking), as well as the development of an ultra-high-quality real-time voice experience, highlighting the innovative nature of the project without compromising performance or customer experience.

When technological fluidity meets customer emotion. Between automation and personalization, how can we create truly consistent journeys, without disruption between channels? What innovations can make digital more human and more sensory?

Explore the synergy between artificial intelligence, CRM, and unified customer journeys. Focus on strategies that effectively transform the customer experience.

In a world of augmented interactions, which tasks should remain human? How can we redefine the complementary relationship between human agents and virtual agents to maximize satisfaction and trust?

In a world of endless content and shrinking attention spans, standing out is harder than ever. This keynote explores how social brands build sustainable growth. Based on extensive content analysis and real performance data, it reveals how to turn insights into repeatable success. Because in today’s attention economy, standing out is only the beginning. Staying relevant is what wins.

Four years after its previous study, AMARC unveils a new map of complaint services, based on feedback from 170 member organizations. This analysis highlights progress and areas for improvement: from formalizing the definition of complaints to measuring first-contact resolution rates and response methods. It provides a clear diagnosis and highlights areas for improvement, particularly customer culture, management, and analysis of causes of dissatisfaction, which are still not systematic enough. This is an essential conference for anyone who wants to turn “glitches” into real “gems” at the heart of their customer relationships.

Demonstrate how responsibility can go hand in hand with profitability. Make way for communication with a positive impact, aligned with the values of generations of consumers. 
 

Antalis, Bankin’ and Testwe share how they activated AI agents to turn them into a true lever for operational performance and growth. From sales to collections, the objective goes beyond automation: improving SLAs, reducing operating costs, and increasing customer satisfaction. By connecting AI agents to core business systems and managing them with clear KPIs, these B2C and B2B companies moved from experimentation to industrial deployment. A concrete, field-driven perspective on transforming customer operations into a sustainable competitive advantage.

Decoding new algorithms and browsers, the gateway to existence. At a time when search engines have integrated artificial intelligence, how can content, data, and tone be adapted to remain visible and influential? GEO GSO aims to optimize content so that it can be used as a source by AI search engines. Generative Engine Optimization (GEO) has become a prominent topic in the world of digital marketing and natural referencing.

From listening to action: how to transform weak signals into drivers of change. With customers expressing themselves less directly, how can we detect, analyze, and interpret the new languages of dissatisfaction (silence, behavior, weak signals)? How can we turn the voice of the customer into a driver of continuous innovation and sustainable differentiation? 

Explore how to surprise and amplify brand awareness, sales, and relevance for consumers who want to support things that truly make a difference. 

From words to action: making customer culture a driver of performance and collective commitment. How can customer culture once again become a tangible competitive advantage, beyond mere directives? How can customer culture be measured and brought to life at all levels of the organization?

Draw inspiration from luxury standards to enhance appeal. Storytelling, high standards, design, customer recognition, and personalization become the drivers of a brand with high perceived value.

Technology allows for greater personalization, but it is the human ability to give meaning to every detail that creates emotion. In a world saturated with automation, the real difference lies in the attention paid to each individual. Whether face-to-face or remotely, how can personalization be turned into a gesture of recognition and consideration into a decisive competitive advantage?

Gaming, influence, the Wow Experience... Gen Z is redefining the rules of engagement. How brands are becoming media outlets. How to co-create with ambassadors, communities, and social networks, and forge essential links with customers.