Stefan Bieri from die Schweizerische Post showcases the Research Agent: all key customer information from internal and external sources, consolidated at a glance. As a result, the sales team spends less time researching before a customer meeting and more time with the customer.
Stefan Bieri
Dieter Lehmeyer
Dieter Lehmeyer of M-net provides insights into how the BSI Voice Agent automatically handles service inquiries around the clock, reduces costs, and at the same time strengthens the role of service employees. AI handles the routine tasks. People create the added value.
Dr. Barbara Studer
What happens in your brain when AI takes tasks off your hands? The neuroscientist Dr. Barbara Studer reveals how we can regain mental capacity – for what truly matters: relationships, creativity, and genuine well-being.
Markus Brunold
Kicking off the plenary session, BSI CEO Markus Brunold welcomes everyone: Where do we stand, and where are we headed? His perspective on strategy, customer values, AI agents, and Elements offers a clear sense of what lies ahead and why the journey with BSI Software is worth taking.
Program
Here is what you can look forward to
It is worth getting excited: Our BSI Customer Summit program keeps growing. We will be unveiling more speakers and sessions in the weeks to come. Keep checking back – more highlights are on the way.
Tuesday, November 24, 2026
From 1:15 PM
Arrival, Coffee & Snacks
1:45 PM
Plenary Hall
30 years, one focus: Lena
Verena Kuhr, BSI Software
Moderator Verena Kuhr opens the Customer Summit 2026! For 30 years, everything at BSI has revolved around one person: Lena, your customer. You’ll discover how, with every innovation, we create sustainable added value for her—and therefore also for you—and why genuine customer proximity matters more than ever today. An inspiring kickoff for two days packed with ideas, practical knowledge, and encounters.
2:10 PM
Plenary Hall
Closer than ever: Customer relationship in the AI era
Olav Lenz & Chris Rusche, BSI Software
Olav and Chris demonstrate what happens when your client’s AI assistant becomes the counterpart: first anonymous, then personal, finally autonomous. With Agent Relationship Management you nurture this relationship as carefully as you do with Lena herself. The live demo shows how human and AI play together perfectly for this: Bob, the AI agent, automates in the background, Andrea, the administrator, directs the co‑creation, and Vicky, the customer‑service representative, steps into the spotlight in co‑working exactly when proximity makes the difference. This creates both efficiency and growth, and you are closer to Lena than ever before.
3:00 PM
Room Change (15 Minutes)
3:15 PM
Room 1
Co-Creation in a Customer Context
BSI Software
Christoph Bräunlich & Lena Bartel
Human and AI turn Lena's question into a new use case. Faster to market, with less effort.
"I'm working part‑time, how do I adjust my retirement planning?" The AI agent still has no answer to this question from customer Lena. Christoph and Lena build it live on stage: they discuss the solution, the companion listens and creates in the Use Case Builder the new AI agent along with reporting that shows the added value, largely on its own. You experience how co‑creation shortens time‑to‑market, reduces effort, and makes the benefit measurable from the start. In addition, there are honest answers to the critical questions: What does it cost and how do we handle AI errors?
3:15 PM
Room 3
Agentic Contact Center
BSI Software | Sikom
Marcel Maron | Udo Schönemann
The Voice Agent takes care of Lena, around the clock and without waiting times. Your team has time for what really matters: relationships.
Lena calls and receives immediate help: the Voice Agent authenticates her, records her request and resolves it right away. Only when a human is needed does it connect her to exactly Vicky, who has the right skills. Marcel and Udo demonstrate how Voice Agents and telephony work natively in the BSI Customer Suite: with skill‑based routing, real‑time prompts, and automatic conversation summarization. You experience how Voice Agents solve issues independently and hand them over seamlessly to your team, how your contact center shortens waiting times, keeps an eye on the load of each queue, and frees your team to focus on what matters: nurturing relationships, with AI by your side.
3:15 PM
Room 6
Co-Working with the Companion Chat
BSI Software
Nicolas Härtwig | Daniel Widmer
AI handles the routine, Vicky makes the difference. React faster, stay personal.
Lena describes her request in the chat, follows up with the documents via email, and everything proceeds automatically. Nicolas and Daniel demonstrate how the input processing runs in the dark and how Vicky, in co‑working with the Companion Chat, takes care of the rest: with request summarization, document preview, and texts that the Companion drafts for her. You experience how your team becomes faster while still staying personal, even with millions of customers. But what does personal mean when the counterpart is no longer a person at all? With Agent Relationship Management you make the relationship between Lena and her AI assistant visible and use it for offers that arrive at exactly the right moment.
4:00 PM
Coffee Break & Expo (45 Minutes)
4:45 PM
Room 1
Event Management Reimagined: Scaling with BSI
Migros Bank | gateB
Laura Steinmann | Robert Schumacher
4:45 PM
Room 3
7× more adjustments, over 30% of the inventory: Concordia Sales Automation
Concordia | msg
Andreas Hintenlang & Gevork Badalian | Andreas Sicklinger
Concordia, together with msg, demonstrates how sales automation quickly creates measurable added value. Based on the BSI Customer Suite, a digital broker campaign was implemented that simplifies existing processes and enables contract adjustments efficiently. Brokers access their portfolios directly with their existing login credentials and manage new rates, deductibles, and inclusions digitally – including automated document generation. Learn how Concordia and msg achieve a pragmatic entry into modern intermediary processes, delivering fast ROI, improved data quality, and measurable sales success.
4:45 PM
Room 7
Customer Presentation
4:45 PM
Room 6
SBB CX at Scale: From Proof of Concept to the Platform of the Future
SBB | BearingPoint
Ralf Stettler | Dominik Laudenbach
15 million unique contacts, over 85 million customer engagements, and two billion customer interactions per year: Swiss Federal Railways (SBB) operate customer experience on a scale where every platform decision must be spot‑on. Therefore, SBB, BSI, and BearingPoint first validated the functional and technical suitability of the platform in a joint proof of concept. This created the foundation for replacing the existing marketing platform by the end of 2028. The presentation shows how scalability and implementation were considered from the outset. It also reveals what makes the collaboration between business units, IT, software vendors, and implementation partners successful, providing a blueprint for anyone planning a large‑scale platform migration.
4:45 PM
Room 5
Agent Governance and Ethics: How Swisscom and BSI Use AI Responsibly
Swisscom | BSI Software
Michèle Westhues | Christoph Bräunlich
AI agents relieve teams, advise customers, and make decisions. At the same time, they raise questions: Who bears responsibility? How fair and transparent does an agent act? Michèle Westhues (Swisscom) and Christoph Bräunlich (BSI Software) present two approaches: Swisscom’s risk‑based approach and BSI Software’s opportunity‑based one. This makes agent governance and ethics tangible in practice.
5:15 PM
Room Change (15 Minutes)
5:30 PM
Plenary Hall
The plenary discussion: AI, data, sovereignty – what moves executives today
Strategy, data sovereignty, AI agents, orchestration: What truly drives the boardrooms? Executives from banking, insurance, retail, and energy & utilities discuss together with Forrester how companies can strategically use AI, remain sovereign, and set the right course.
On the panel:
Christian Wendrock-Prechtl
Head of Digital & Operations, EnBW
Johannes Rath
Board Member for Customer, Service and Transformation, SIGNAL IDUNA
Jozef Bala
CEO, Athora
Leslie Joseph
VP & Principal Analyst, Forrester
Moderation: Johannes Diebig, CSO, BSI Software
6:00 PM
Plenary Hall
The Use Case Battle
Two masterclass participants, two exciting use cases, one audience: you! Dr. Marcel Krause from M‑net and Alain Kramer from PostFinance present in pitch format what they have developed purely configuratively with the BSI Customer Suite – low‑ and no‑code par excellence. Now it’s your turn: Which use case is the most convincing? Which pitch is the most inspiring? Together we’ll crown the winning case of the Customer Summit 2026.
6:20 PM
Plenary Hall
Fairy dust
Chris Rusche, BSI Software
Outstanding customer relationships need that certain something, and good software does too. Chris Rusche calls it fairy dust. He found it in Japan. A personal conclusion with thought‑provoking insights that linger.
6:30 PM
Show Down & Live Act
From 6:45 PM
Dinner & Expo
Wednesday, November 25, 2026
From 8:00 AM
Arrival & Coffee
8:30 AM
Room 1
Be Involved Banking
BSI Software
Marco Bernasconi
From risk signal to sales opportunity
Low NPS, high churn score: A risk emerges in the data. But what's behind it, and what can be done about it? We demonstrate live how a sales manager, supported by AI, moves from the first data point to the underlying cause, and how the training agent prepares consultants specifically for the decisive conversation. A seamless story in which analysis, coaching, and sales intertwine. In the end, there is a client who feels recognized again by her bank.
8:30 AM
Room 3
Be Involved Insurance
BSI Software
Dirk Schallhorn & Nils Schiffer
Your voice for the Insurance Roadmap
We love our customers and our active community. In this slot you have the chance to shape the BSI Insurance roadmap. We’ll pitch three strategic topics to you, and you decide. We’ll also present the results from this year’s Be Involved process. We look forward to seeing you!
8:30 AM
Room 7
Be Involved Health
BSI Software
Cordula Winter & Nicolas Born
Together shaping the community of tomorrow
What drives us are the people behind our community. With this slot we want to revitalize be involved Health and, together with you, develop a clear vision for the future. How shall we connect, inspire, and learn from each other? Let’s shape this future together. We look forward to the exchange and to everything that lies ahead.
8:30 AM
Room 6
Be Involved Retail
BSI Software
Annika Müller & Marvin Jensen
Current use cases from the retail community
Your requirements shape our product. Based on concrete customer examples from the retail community, we show how new features and elements have emerged. Additionally, you receive an overview of the current use cases, including the relevant AI use cases.
8:30 AM
Room 5
Be Involved Energy & Utilities
BSI Software
Sebastian Louis & Dominique Maron
9:00 AM
Room Change (15 Minutes)
9:15 AM
Plenary Hall
Opening
Markus Brunold, BSI Software
In the plenary session, BSI CEO Markus Brunold welcomes everyone: Where are we now, and where are we headed? His perspective on strategy, customer values, AI agents, and Elements gives a clear sense of what’s next and why choosing BSI Software is the right path.
10:00 AM
Plenary Hall
Staying Visible in the Age of AI: Marketing and Sales Agents Working Together
Fynn Monshausen, BarmeniaGothaer
10:30 AM
Coffee Break & Expo (30 Minutes)
11:00 AM
Room 1
From the touchpoint to the customer experience
Raiffeisen Switzerland
How can the transition from isolated channels to an orchestrated customer journey be achieved? Raiffeisen Switzerland demonstrates how the foundations for cross‑channel management of customer interactions are being established. The focus is not only on technology and data, but also on organizational questions such as collaboration across departmental boundaries and embedding new ways of working. Participants receive a hands‑on insight into an ongoing transformation process, early findings, and approaches for tackling the technical, organizational, and content challenges of channel orchestration.
11:00 AM
Room 3
Co-Creation in Marketing: 50% less effort in customer selection
HUK Coburg | BSI Software
Erik Eichhorn | Lena Bartel
Customer selection was a labor‑intensive task yesterday – today it’s a dialogue. At HUK‑COBURG, people and AI already work hand in hand in marketing, creating selections that are generated faster, more precisely, and more easily. This is made possible by a principle that combines control and innovation: Human‑in‑the‑Lead. Learn how it works in concrete terms, what learnings HUK‑COBURG has gathered along the way, and where the journey is heading next.
11:00 AM
Room 7
Existing customers finalize online: From the offer through underwriting to the contract
SWICA | BSI Software
Leyla Akbeyik | Lucien Hansen
A new customer is quoted quickly. For an existing‑customer it looks different: additional rules and validations make seamless processes particularly demanding. That’s why many end‑to‑end quotation systems are primarily focused on new business. SWICA and BSI show that it can be done differently: together we have developed a solution that maps the entire journey for existing customers, from the quote through the application and underwriting to the contract. Since summer 2026 it has been live and is delighting both sales and underwriting equally. In the presentation we will give insight into the solution and share our practical experience.
11:00 AM
Room 6
Research Agent
Swiss Post | BSI Software
Stefan Bieri | Christoph Bräunlich
Stefan Bieri from Swiss Post and Christoph Bräunlich from BSI Software present the Research Agent: all important customer information from internal and external sources, bundled at a glance. This way, sales invest less time in research before the client meeting and more time with the customer.
11:00 AM
Room 5
24/7 service with the BSI AI voicebot
m-net
Dieter Lehmeyer
M-net introduces the BSI AI voice bot on the customer hotline to extend service to 24/7 while supporting agents in handling inquiries or even taking them over completely for the agents. In three implementation phases, the technical foundation is established and the number of use cases is increased.
11:30 AM
Room Change (15 Minutes)
11:45 AM
Room 1
BSI as a Strategic Decision
Urner Kantonalbank
Lucien Berlinger & Sieglinde Bürgi
11:45 AM
Room 3
AI-Powered Service Offering with the Help Agent
HDI
Silvia Bauer
11:45 AM
Room 7
When regulation becomes the customer experience – Art. 56a KVG
Synpulse
Matthias Mettler & Lea Kasporick
Since July 1, 2026, health insurers are allowed to specifically inform their insured members about more cost‑effective services, appropriate insurance forms, and prevention—a paradigm shift from payer to active health companion. Learn, using an implementation blueprint, what Article 56a of the KVG means operationally and how BSI channel control and contact regulations pragmatically solve it. In the panel we will discuss how this becomes a customer experience that strengthens trust.
11:45 AM
Room 6
Customer Presentation Retail
crossnative | Hervis
Sascha Däsler | Christoph Zumbühl
From the customer data silo to the 360° customer view
11:45 AM
Room 5
Customer Presentation Energy & Utilities
12:15 PM
Room Change (15 Minutes)
12:30 PM
Room 1
Banking Live: From Service Request to Product Closure with Customer Agents
BSI Software
Philipp Heuberger
A client contacts us with a service request in e‑banking. Part of it is handled by the Customer Agent fully automatically, while another part is deliberately only partially automated because a human makes the difference there. At the same time, the Sales Agent identifies from the context which offer is currently relevant for the client and mentions it at the right moment. We show live how service and sales intertwine. Fewer personal contacts do not mean less sales.
12:30 PM
Room 3
Insurance Live: How Customer Agents turn a claim into a wow moment
BSI Software
Nils Schiffer
Lena is up to her neck in water. She files her claim and now needs one thing above all: an insurer that responds quickly. Customer agents accompany her from the claim filing through the settlement to an offer that arrives at the right moment and therefore convinces. We will show live how intelligent customer service at insurers will look in the future and how the path to it already begins today.
12:30 PM
Room 7
Health Live: The Syrius Connector and a Look Forward
BSI Software
Nicolas Born
Experience the latest innovations around health integration: We will show you the new Syrius EIP Connector, which will allow data to flow efficiently via Kafka and BSI EIP from Syrius to BSI in the future and replace existing ETL loads. In addition, we will provide an outlook on the further development of the DKS interface, which will enable existing customer data to be updated in BSI. The session is complemented by the new geographic target group selection, which enables precise customer targeting based on freely definable regions on the map.
12:30 PM
Room 6
Retail Live: Customer relationship as an advantage in Agentic Commerce
BSI Software
Kai Jesse
What happens if, in the future, shopping agents search, compare, and purchase on behalf of customers? The stronger agents shape purchase decisions, the more important the customer relationship becomes. CRM, flawless service, and knowledge of individual customer needs turn into a decisive advantage. Only a well‑developed customer history enables targeting customers with personalized offers and benefits and staying relevant. Through concrete use cases we show how retailers, using the elements of the BSI Customer Suite—from intelligent input management to personalized customer retention and the BSI Customer Agent—can already today expand customer relationships, provide perfect service, and strengthen loyalty. Those who know their customers better today will have more to offer tomorrow in Agentic Commerce.
12:30 PM
Room 5
Energy & Utilities Live
BSI Software
Sebastian Louis & Adrian Paffrath
1:00 PM
Lunch & Expo (90 Minutes)
2:30 PM
Plenary Hall
Inspirational Keynote
Dr. Barbara Studer
Neuroscientist, Co-Founder & CEO Hirncoach AG
What happens in the brain when AI takes over your work? Neuroscientist Dr. Barbara Studer shows how we can reclaim our mental capacity for what really matters: relationships, creativity, and true well-being.
3:00 PM
Plenary Hall
Wrap-up & Goodbye
Verena Kuhr, BSI Software
Verena Kuhr looks back on two intensive days filled with keynotes, practical knowledge, and exchange – all under the banner of “LENA. Closer than ever.” Thank you for being there!
3:10 PM
Apéro & Departure