Nathanja Roemer

Global Head of Customer Experience Mytheresa

Agenda Day 1

11:25 AM Panel Discussion: Is Human Service Becoming the Ultimate Luxury? Where Would You Never Use AI in the Customer Journey to Strengthen Differentiation and Loyalty

For premium and high-end brands, the customer experience is not simply a transaction to be made faster. Customers expect personal recognition, emotional connection and service tailored to the importance of the moment. While AI can equip employees with faster insights and remove friction behind the scenes, using it in the wrong interaction risks making an exclusive experience feel automated, impersonal and ordinary.

• Could human service become a stronger competitive advantage as AI driven experiences become increasingly similar?

• Which moments in a premium customer journey lose their value when they are automated, even if AI can deliver them faster?

• Does offering customers a choice between immediate AI support and slower human assistance strengthen trust, or expose gaps in the service model?

Check out the incredible speaker line-up to see who will be joining Nathanja.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com