The closed-door event organised by EPSILON DYNAMICS, the business unit of the EPSILONNET Group, titled “Unified Agentic CX: The Future of Intelligent Sales, Service & Journeys”, was successfully held on Wednesday 18 March at the Athens Olympic Museum. [...]

The event brought together senior executives from the market, creating a dynamic environment for the exchange of knowledge, experiences and best practices. The discussion focused on the role of Artificial Intelligence and how AI-driven capabilities are transforming the modern customer experience.

Nicolas Tsirgellis, General Manager of EPSILON DYNAMICS, delivered a warm welcome, highlighting the importance of the experience customers should gain through a comprehensive journey that integrates all communication channels. In this context, he emphasised the window of opportunity created by the new era of Agentic CRM & AI, as well as the company’s leading role in transforming the way organisations operate by leveraging Artificial Intelligence as a key driver of sustainable growth and enhanced efficiency.

This was followed by highly insightful presentations from specialised executives, including:

• Harry Kambanis, Business Applications Leader CEMA at Microsoft, presented on “Customer Engagement in the Agentic Era”, highlighting the transition of modern CRM systems into AI-first platforms, where autonomous agents and Copilot act as productivity accelerators, automating critical processes and enhancing decision-making at every stage of the customer journey.
• Niki Taratsa, Head of Microsoft CRM & AI Services at EPSILON DYNAMICS, demonstrated live the benefits of the Microsoft Dynamics 365 platform across Sales and Marketing, transforming information into actionable insights and enabling a comprehensive customer experience journey.
• Maria Banioti, Solution Engineer Business Applications at Microsoft, demonstrated live the benefits of the Microsoft Dynamics 365 platform in customer service. As part of the presentation, she showcased a unified AI-powered service platform that connects every channel, team and workflow, helping organisations reduce costs, increase productivity and deliver exceptional customer experiences.

The highlight of the event was the two successful firechats:

• During the first firechat, featuring Antonis Apergis, Chief Information Officer of Generali Hellas, the discussion focused on the challenges and opportunities of digital transformation, as well as the measurable value that organisations gain from it.
• The second firechat, featuring Andromachi Leze, IT Director at HERON ENERGY, focused on the role of technology in enhancing customer experience and creating agile, data-driven organisations.

The evening concluded with a networking dinner, providing attendees with an excellent opportunity to exchange views, strengthen connections and explore new collaboration opportunities.

EPSILON DYNAMICS warmly thanks all participants and remains committed to continuing its investment in innovation, actively contributing to the digital transformation of Greek and international businesses.

Nicolas Tsirgellis, General Manager of EPSILON DYNAMICS, stated: “Artificial Intelligence is no longer a future promise, but a reality that is redefining the way businesses operate. At EPSILON DYNAMICS, we systematically invest in solutions that unify data, automate processes and enhance decision-making, enabling organisations to deliver truly personalised and efficient customer experiences.”