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26.

Check In and Breakfast

Welcome Remarks

eGain CEO Keynote

Perspectives on the state and future of AI and Knowledge Management – in CX and across the Enterprise

Coffee Break

AI Agent for Omnichannel CX Automation

Discover how eGain’s AI Agent orchestrates intelligent, context-aware interactions across every customer touchpoint and workflow, from chat and voice to email and self-service, with answers and actions grounded in trusted knowledge.

Unleashing the Power of Knowledge for Developers

Explore how eGain Composer gives developers the APIs, SDKs, and MCP servers to rapidly build AI-powered applications that surface trusted knowledge and execute agentic workflows across the enterprise.

eGain Knowledge Suite for Retail Banking

Hear about our latest solution – focused on retail banking – delivering great experiences for customers, agents, and knowledge managers

Demo Lounge

Lunch

Specialized: Three-Year Ride to a Trusted Knowledge Platform

What does it take to build a knowledge platform that customers actively seek out before picking up the phone? Andrew McGuigan, Global Leader of Rider Care, will share how a structured three-year programme with eGain turned multiple sources of content into a single trusted platform for riders, retailers, and colleagues worldwide. He will cover the specific approaches and decisions behind the results: 24x7x365 knowledge access, cross-referenced learning and knowledge content, digitised product manuals, and content optimised for search that doubled traffic to their support centre while achieving a measurable drop in contact volumes.

PMI: One AI-Native Knowledge Platform, and Our Drive to 84 Markets

Aligning 84 markets on a single knowledge platform is not a technology problem. It is an organisational one. Imran Awan and Firoz Khan, global product owners at Philip Morris International, will share the strategic, operational and technical decisions behind PMI’s global rollout. This includes how they build consensus across regions, ensuring every market operates from the same high-standard information, and how eGain functions as an enablement layer behind many digital products. If your organisation is facing the challenge of fragmented knowledge across countries or business units, this session will give you a concrete framework.

Coffee Break

Translink: Journey from AI Rollout to Real-World Results

Deploying an AI agent is one thing. Getting it to deliver measurable results is another. Jamilla Ettema, Knowledge Manager at Translink, will share what actually happened when they rolled out eGain’s AI Agent for customer self-service: the metrics, the lessons, and what they would do differently. This is a practical session for anyone evaluating AI deployment or looking to strengthen an existing implementation.

Achmea: Building the Knowledge Foundation for a Digital Insurer

Achmea serves more than 10 million customers across the Netherlands and Europe through brands including Centraal Beheer, Interpolis, and Zilveren Kruis. At the core of its Digital Insurer transformation is a simple but demanding ambition: every agent and employee, across every channel, should have access to a single, trusted source of knowledge. In this session you’ll learn how Achmea is rolling out AI-powered knowledge and agentic AI to 21,000 users across its contact centre and enterprise operations. The session will cover the integration of more than 26,000 documents into a centralised knowledge base, the Genesys, SharePoint, and Teams connectors that make it work at scale, and the early lessons from a programme that is already redefining how Achmea thinks about knowledge governance, agent efficiency, and customer experience.

Worldpay x Global Payments: Knowledge at the Speed of Payments: How Worldpay x Global Payments Unified AI and CX at Global Scale

Discover how Worldpay x Global Payments turned a sprawling landscape of more than 20 knowledge repositories and nine CRMs into a single AI-powered platform serving 30 internal teams and four merchant-facing portals worldwide. Hear how they achieved a generative AI rollout delivered in 30 days and the governance model that keeps 8,000 articles current across 190 markets. If your organisation is wrestling with fragmented knowledge across systems, channels, or regions, this session will show you what the path from complexity to trusted knowledge actually looks like.

Demos, Drinks, and Dinner

Breakfast

Coffee Break

AI Agent

Build and deploy your own AI agent in this hands-on workshop — exploring real-world agentic use cases across customer service, employee support, and enterprise operations, learning how to create agents that take autonomous action, retrieve trusted answers from your knowledge base, and execute reliable workflows across customer touchpoints.

Learn more

Lunch

Composer

A hands-on developer workshop covering the APIs, SDKs, and MCP servers behind eGain Composer — showing how to build AI-powered applications that connect enterprise knowledge, deliver trusted answers, and run reliable agentic workflows.

Learn more

Partnering with eGain

eGain partners share success stories of extending and integrating the eGain platform with their proven solutions. Using eGain Composer’s extensive developer-friendly capabilities and reference implementations, our partners are building innovative industry-specific solutions in European markets.