Nexus 2025 Sets a New Standard for Contact Center AI Innovation

San Francisco | Düsseldorf, March 14, 2025 – Last week, Cognigy, the global leader in AI-powered customer service solutions, hosted Nexus 2025, its flagship Contact Center AI Summit. Over two days of innovation, collaboration, and inspiration, more than 750 attendees from 260+ brands gathered in Düsseldorf for the most anticipated event in Contact Center AI this year. 

Throughout the summit, participants experienced firsthand how Agentic AI is transforming customer service - not in the future, but right now. From visionary keynotes and thought-provoking panels to hands-on tech labs and real-world success stories, Nexus 2025 proved why it’s the must-attend event for AI leaders and contact center innovators. 

“For me, it’s one of the best events in AI, where you really come back home with so much more knowledge than you arrived with,” said Mariana Diniz, VP of Digital Services Enablement & Strategy at Foundever. 

A Vision for the Future of Customer Experience 

The event started with a keynote by Cognigy CEO and Co-Founder Philipp Heltewig, unveiling the latest advancements from Cognigy and showcasing how enterprises leverage AI Agents to deliver instant, hyper-personalized experiences at scale. 

“Agentic AI isn’t just the future—it’s happening now,” said Heltewig, setting the tone for an action-packed agenda that followed. 

Throughout the event, global leaders from enterprises such as Bosch DHL, Flix, Nuuday, Skoda, and Vattenfall shared how they are deploying AI Agents to revolutionize customer and agent experiences. Jonathan Zaiß, Head of Digitalization for Customer Service at DHL, described how AI Agents deliver “instant customer service on the phone at scale,” reducing friction and improving resolution times.  

Jonathan Zaiß, Head of Digitalization for Customer Service & Denis Ziegenfuß, Senior IT Project Lead @DHL

Expert Insights Shaping the Future of Customer Contact 

The summit explored how next-generation consumers are reshaping brand interactions and demonstrated how Cognigy’s technology is helping organizations enhance customer engagement. Benno Schindler, Lead Conversational AI Tribe at Allianz, kicked off Day 2 with an opening keynote. This was followed by the expert panel "AI or Die? Fixing Broken Contact Center Strategies” which brought together thought leaders from Deloitte, Teleperformance, Telekom, Avaya, Microsoft, and RingCentral to discuss the future of customer engagement. 

Kane Simms, Founder of VUX World, who was a speaker on the panel said  “Generative AI technology has found its place in the enterprise, and it can be used successfully at scale. ”  

Later, Beth Schultz, VP of Research at Metrigy, shared research-backed insights on how leading organizations are maximizing the potential of AI to enhance both customer and agent experiences. 

These expert sessions provided attendees with a clear vision for the future—one where AI doesn’t just automate tasks but transforms the customer contact ecosystem to deliver more personalized and impactful experiences. 

Hands-On Tech and a Bit of Magic 

In the Tech Labs and Enterprise Expo Zone, attendees explored the latest innovations and saw firsthand how leading brands like Adidas, E.ON, Henkel, Schwarz IT, and Lufthansa Group are transforming customer service with AI. Cognigy partners, including Deepgram and AWS, were also on hand to showcase their cutting-edge solutions and integrations. 

The AI Magic Show by digital magician Simon Pierro and the Casino Night Afterparty featuring DJ Tony T added fun and flair to an already high-energy experience. 

AI Magician Simon Pierro on stage at Nexus 2025

Celebrating Excellence: The Cognigy Awards 

One of the summit highlights was the Cognigy Awards, celebrating customer success stories t cutting-edge use cases from Certas Energy, AIDA Cruises, TechStyleOS, Remitly, Linde, Cirkle K, Volkswagen Financial Services, Flix with Greyhound, and many more. These organizations were recognized for delivering measurable impact and pushing the boundaries of AI-powered customer service. Award categories included AI Experience Champion, Multi-Agent Champion, Agent Copilot Champion, and Agentic AI Champion, showcasing global excellence in innovation and execution. 

Matthew Greenslade, Director of Customer Success at Cognigy & host of the Cognigy Awards 2025 

Looking Ahead 

Nexus 2025 has cemented its place as a pivotal event in the AI landscape. The excitement and energy from this year’s summit are already fueling anticipation for what’s next. 

“For me, the real value is just being a part of such a great community here,” said Belmin Rahmanovic, Front Line Manager at Personify Health. “To hear how others have implemented their Cognigy solutions is inspiring for our business as well.”  

As Philipp Heltewig summed it up: “AI Agents are not just reshaping customer service; they’re sparking an unstoppable revolution that’s transforming every interaction today.” 

The Cognigy Community continues to grow, and Nexus 2025 showed what’s possible when we come together to share ideas, explore innovations, and shape the future of customer service. We can’t wait to see what’s next. 

Want to relive the best moments from Nexus 2025? Check out the Nexus Wrapped page and take a look at our recap video below for event highlights, speaker insights, and photo galleries from two unforgettable days.