The day kicked off with a warm welcome by Oliver Kulpi (Managing Director, Ergosign) and Toni Steimle (UX Director, Head of Site Zurich & Basel), introducing the program.
The first deep dive was presented by Milena Suter (UX Designer, Ergosign) and Toni Steimle. Through concrete use cases, they demonstrated how artificial intelligence can be a consistent companion throughout every phase of the customer journey – from first contact to long-term loyalty. At the core was the idea of hyper-personalization: AI enables not only tailored communication but also proactive experiences that adapt to the user's life situation, needs, and even emotions. This fundamentally transforms interactions – from reactive responses to anticipatory solutions. What stood out was that every presented idea resulted in a measurable win-win situation, offering clear benefits for both users and companies. The shift in perspective from one-time transactions to sustainable, partnership-based relationships wasn’t just discussed – it was brought to life.
Next, Joon-Mo Lee (Director Growth Strategy, SMAL) challenged attendees to think critically with his talk: “AI can do it all – faster, cheaper, more emotional?” With a clear focus on brand identity, user emotions, and the limits of machine creativity, he questioned the typical promises made by AI – in a way that was inspiring, honest, and thought-provoking.
