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
Welcome
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
Opening
Olav Lenz & Chris Rusche, BSI Software
Olav and Chris showcase the next level of customer relationships: Agent Relationship Management. When Lena's AI assistant becomes the counterpart and AI agents perfectly collaborate with Vicky in co‑working and with Andrea in co‑creation.
3:00 PM
Room Change (15 Minutes)
3:15 PM
Room 1
Cocreation in a Customer Context
BSI Software
Christoph Bräunlich & Lena Bartel
3:15 PM
Room 3
Agentic Contact Center
BSI Software | Sikom
Marcel Maron | Udo Schönemann
3:15 PM
Room 6
Coworking with the Companion Chat
BSI Software
Nicolas Härtwig | Daniel Widmer
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
Fast Start, Real Value: Sales Automation at Concordia
Concordia | msg
Andreas Hintenlang & Gevork Badalian | Andreas Sicklinger
4:45 PM
Room 7
Customer Presentation
4:45 PM
Room 6
CX at Scale: From Proof of Concept to the Platform of the Future
SBB | BearingPoint
Ralf Stettler | Dominik Laudenbach
4:45 PM
Room 5
Customer Presentation
5:15 PM
Room Change (15 Minutes)
5:30 PM
Plenary Hall
Plenary Discussion
6:00 PM
Plenary Hall
The Use Case Battle
6:20 PM
Plenary Hall
Closing
Chris Rusche, BSI Software
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
8:30 AM
Room 3
Be Involved Insurance
BSI Software
Dirk Schallhorn & Nils Schiffer
8:30 AM
Room 7
Be Involved Health
BSI Software
Cordula Winter & Nicolas Born
8:30 AM
Room 6
Be Involved Retail
BSI Software
Annika Müller & Marvin Jensen
8:30 AM
Room 5
Be Involved Energy & Utilities
BSI Software
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
Channel Orchestration with BSI
Raiffeisen Switzerland
11:00 AM
Room 3
Co-Creation with the Selection Agent
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
Quote Acceptance Tool
SWICA
Leyla Akbeyik
11:00 AM
Room 6
Research Agent
Swiss Post | BSI Software
Stefan Bieri | Christoph Bräunlich
11:00 AM
Room 5
Voice Agent
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
11:45 AM
Room 3
AI-Powered Service Offering with the Help Agent
HDI
Silvia Bauer
11:45 AM
Room 7
Customer Presentation Health
11:45 AM
Room 6
Customer Presentation Retail
11:45 AM
Room 5
Customer Presentation Energy & Utilities
12:15 PM
Room Change (15 Minutes)
12:30 PM
Room 1
Industry Cloud Banking
BSI Software
Philipp Heuberger
12:30 PM
Room 3
Industry Cloud Insurance
BSI Software
Nils Schiffer
12:30 PM
Room 7
Industry Cloud Health
BSI Software
Nicolas Born
12:30 PM
Room 6
Industry Cloud Retail
BSI Software
Kai Jesse
12:30 PM
Room 5
Industry Cloud Energy & Utilities
BSI Software
Dominique Maron
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