Elias David

General Manager, Northern Europe ElevenLabs

ElevenLabs is an AI company transforming how travel and hospitality brands interact with customers. We built the industry's first human-level AI voice model and have since developed a full Agents Platform - enabling businesses to deploy customised voice and chat agents across the customer journey, at scale.

Built for travel and hospitality, this means faster resolutions, lower handling times, reduced cost-to-serve, and guest experiences that feel natural, not automated - even at peak season or mid-disruption, in over 70 languages.

Our agents handle everything from bookings, amendments, and disruptions to post-trip support and loyalty queries, across every channel, 24/7.

Trusted by LOT Polish Airlines, eDreams, and leading travel & hospitality brands across the UK and Europe.

CX Travel and Hospitality Exchange - Day 2

10:20 Think Tank | AI Agents across the customer journey

Conversational and agentic AI has moved from experiment to expectation - but turning a promising pilot into something that reliably runs in production, at scale, across real customer interactions, remains the hard part. Some organisations already have agentic AI live and are pushing toward what's next; others are still working out where AI belongs in operations built for a different purpose.

This session brings together industry leaders to tackle the questions that come up at every stage of that journey: how to prove ROI and build the case for further investment, how to govern AI fast enough to keep pace without stalling innovation, how to protect the human touch that customers trust as automation scales, and how to give AI agents the customer context they need to actually resolve issues - not just deflect them.

Join this session to hear how peers across travel and hospitality are approaching production-grade AI agents across the customer journey, and to share what's working, and what isn't - in your own organisation.

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

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