The closed event of EPSILON DYNAMICS, a business unit of the EPSILONNET Group, took place with great success on Wednesday, March 18, at the Olympic Museum of Athens, under the title “Unified Agentic CX: The Future of Intelligent Sales, Service & Journeys”.
The event brought together senior market executives, creating a dynamic environment for the exchange of knowledge, experiences, and best practices. At the core of the discussions was the role of Artificial Intelligence and how AI-driven capabilities are transforming the modern customer experience.
Nikolas Tsirgelis, General Manager of EPSILON DYNAMICS, opened the event with a warm welcome, highlighting the importance of the experience customers should gain through a unified journey that integrates all communication channels. In this context, he emphasized the window of opportunity created by the new era of Agentic CRM & AI, as well as the company’s leading role in transforming how organizations operate by leveraging artificial intelligence as a key driver of sustainable growth and enhanced efficiency.
This was followed by highly engaging presentations from specialized 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, automate critical processes, and enhance 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 in Sales and Marketing, transforming insights into action for a fully integrated customer journey.
- Maria Banioti, Solution Engineer for Business Applications at Microsoft, presented live the benefits of Microsoft Dynamics 365 in customer service. The presentation showcased a unified, AI-powered service platform that connects every channel, team, and workflow, helping organizations reduce costs, increase productivity, and deliver superior customer experiences.
The highlight of the event was the two successful firechat sessions:
- During the first, with the participation of 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 organizations gain.
- The second, featuring Andromachi Leze, IT Director of HERON ENERGY, centered on the role of technology in enhancing customer experience and building agile, data-driven organizations.
The event concluded with a networking dinner, offering attendees an excellent opportunity to exchange views and explore new collaborations.
EPSILON DYNAMICS warmly thanks all participants and remains committed to investing in innovation, actively contributing to the digital transformation of Greek and international businesses.
Nikolaos Tsirgelis, General Manager of EPSILON DYNAMICS, stated: “Artificial intelligence is no longer a future promise, but a reality that is redefining how businesses operate. At EPSILON DYNAMICS, we continuously invest in solutions that unify data, automate processes, and enhance decision-making, enabling organizations to deliver truly personalized and efficient experiences to their customers”.