Enjoy lunch upon arrival and take the opportunity to connect with fellow guests, meet the Zendesk team and speak with our partners.

New to Zendesk? Join our pre-event session at 12:15 for a 30 min introduction to Zendesk’s solutions.

Thor Newman Andersen, Director, Zendesk opens the day by sharing Zendesk’s vision for the future of service in the AI Era and an overview of what to expect throughout day.

AI is transforming customer experience—but technology alone won’t create a competitive advantage. Hear Sarah Al-Hussaini,  VP, AI GTM, Zendesk discuss how the right strategy, people and operating model can turn AI into lasting business impact.

Hear Martin Mason, Head of Player Care at Supercell, and Product Manager Maximilian Bauer discuss how AI is reshaping gaming service, removing friction and bringing customer experience closer to product.

Pernilla Klarqvist, Head of Customer Care, and Josef Al Hadad, Process Manager, Resurs bank share how implementing Zendesk has enabled Resurs Bank to understand why customers get in touch, identify gaps in service quality and prioritise the improvements that matter most.

Explore Zendesk’s AI roadmap with Sarah Al-Hussaini, VP, AI GTM, and hear directly from the team building the technology, featuring Kasia Karpinska, Director of Product Management, AI Platform, Zendesk 

Take a moment to stretch your legs, grab a coffee or snack, and connect with Zendesk experts, partners and fellow attendees. Don’t forget to collect your stickers from the booths and spin the swag wheel for a chance to win a prize or two. 

Choose a breakout session, connect with Zendesk and our partners at the booths, or take the opportunity to ask questions and network with peers.

Hear from Benedikte Hafr, Norwegian Group how AI transforms traditional payroll workflows—from ticketing and approvals to automated action flows—improving efficiency while preserving human oversight where it matters most.

Most AI programs stall between the pilot and the frontline. The people who understand customers best still wait in a queue for someone else to build what they need. This session is about what happens when they can build it themselves. It covers where to start if you're early and what to change in your organization if you're scaling. Hear Thaer Abu-Alata from Lovable

Special keynote: Sharon Prior, former CIO at Heathrow Airport, explores how organisations can harness AI to drive meaningful transformation while keeping people, trust and purpose at the centre. Drawing on more than 25 years of experience in technology, cybersecurity and digital transformation, she shares practical insights for leading in an AI-powered world.

Reflect on the day’s key takeaways, ask any remaining questions to Zendesk experts and partners, and enjoy a light snack and a refreshing drink. Don’t forget to spin the swag wheel for a chance to win a prize.

You’re welcome to stay a little longer, connect with fellow attendees and continue the conversation. Take your candy, new knowledge and inspiration with you as you head home.