Customer experience in 2026 – what you need to know!
Baltic Contact Center Leaders Event
May 27, 2026 | 11:00 – 16:00 | Riga Islande Hotel
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Participants: contact center leaders, heads of customer service and IT heads
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Event language: English
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Value: practical knowledge that you can immediately use in your work
Join top contact center and customer service leaders from across the Baltics for an exclusive, in-person event hosted by Genesys and Adventus Solutions.
Explore what’s new in Customer Experience and Contact Center technologies, and see how AI, Experience Orchestration, and Customer Journey Management help organizations improve efficiency, reduce costs, and deliver better customer experiences.
Come and meet contact center industry professionals, and get inspired by a customer story from Bigbank and a panel discussion with Baltic companies!
Agenda
- Customer Experience 2026 – Trends to watch and act on now
- The next Level of Experience – Agentic Orchestration and what it means for Baltic Contact Centers
- Genesys AI in action – Real scenarios how to solve everyday customer service challenges
- Turn Customer Data into Results – How Journey Management helps you improve performance and reduce costs
- Customer Story: Bigbank – What worked, what didn’t, and what to learn
- Panel Discussion "How to migrate without pain?" – Practical insights from Baltic companies using modern CX solutions
Speakers
Regis Mace - Director of Solutions Consulting, Nordics & Baltics, GENESYS
Niklas Rosendahl - Principal Solutions Consultant, Nordics & Baltics, GENESYS
Mirjam Peetsmann - Group Head of Customer Experience, Bigbank
Marija Klints - Head of Customer Care Unit, Bigbank
Maarika Rüsülainen - Customer Care Team Lead, Bigbank
Armands Bunkovskis - Business Development Director, Adventus Solutions
Taavi Kangur - Director of Estonian Branch, Adventus Solutions
Why Attend
✔ Explore the latest trends in CX and contact center transformation
✔ Learn from a real customer success story - Bigbank
✔ Get fresh ideas to improve customer experience in your organization
✔ Network with contact center leaders and exchange valuable insights
✔ Enjoy a focused agenda, engaging conversations, coffee, and delicious refreshments
This event is for contact center leaders, heads of customer service, and IT decision-makers from companies with 10+ contact center agents looking to modernize their operations.
Register for the event – limited seats available!
Participation is free, but registration is required.
We look forward to welcoming you on May 27 in Riga!
Check out Insights from last year’s event
Adventus Solutions company is contact center experts with 27 years of experience.
About Genesys. Genesys is the world's leading vendor of multimedia contact centers, offering state-of-the-art technology for customer service processes. It is also used by a significant part of the largest multimedia contact centers in the Baltics.
The Genesys Cloud CX platform has all the necessary security certifications, which allows you to use the offered cloud technologies without any problems to store sensitive data of the company or its customers.