Frank Bunge

Senior CX Advisory Consultant Genesys

Frank Bunge draws on a track record of 20+ years as managing director and senior manager in leading customer service teams with predominantly global responsibility. In his current role as Senior CX Advisory Consultant at GENESYS he combines his passion for customer service excellence with his profession as business and management consultant. As ambitious and strategic thinking expert in CX, EX and UX and certified SAFe® SPC (SAFe® Program Consultant) as well as trained Master Blackbelt for value stream mapping and transactional process improvement, Frank successfully planned, managed and implemented cross-functional change towards service orientation and customer centricity. Frank holds a diploma in business administration (Diplom-Kaufmann) from the Helmut Schmidt university in Hamburg and lives in Mainz, Germany.

Day 2 – Tuesday, 28 Oct. 2025

9:20 Panel: Demystifying “Agentic AI” and How Should It Be Balance With Human Capabilities and In-Person Customer Interactions

As artificial intelligence continues its rapid advancement, the concept of "Agentic AI"—AI systems capable of autonomous action—has become a focal point for field service leaders. This session aims to demystify Agentic AI and explore how it can be effectively deployed and balanced with human capabilities and in-person customer interactions to enhance service delivery.

Join this panel of leaders -- with more than 130 years of collective service and digital transformation experience -- to gain a deeper understanding of Agentic AI, its potential applications in field service, and the best practices for integrating AI with human expertise. Learn how to leverage AI to automate routine tasks, improve decision-making, and provide personalized customer experiences, while maintaining the irreplaceable value of human touch.

The panel will also explore techniques for training and empowering service teams to work alongside AI.

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

Download The Latest Agenda