Sebastian Luxem
Chief Technology Officer
Tech Strategy, Generative AI, Web Applications, Services & Platforms
Today, there is no innovation without technology and no technology without artificial intelligence. Understanding how AI will affect the business model and the entire corporate strategy is crucial for sustainable corporate success. If you want to remain competitive, you need a holistic AI strategy that grounds the hype and yet provides a clear target picture. We have developed a 5-level model for systematising AI experiences that enables companies to
determine the impact of agentic AI on the customer business and the employee experience. On this basis, you can determine your own AI maturity and develop a clear plan on how and in which areas you can systematically reach the next level.
Experience One accompanies companies throughout the entire process and is a partner for the systematic development and successful implementation of your AI strategy.
Together, we launch your AI pilot project, set the right course and provide the decisive insights. With the help of our AI framework, we determine your current status quo and derive your individual roadmap to navigate between AI hype and mission-critical transformation.
Together, we determine what needs to be started immediately and what needs to be planned in order to pursue an ambitious target vision. With a clear plan, we take the next steps together, build up the necessary skills in your company and thus enable the entire organisation for the AI age.
AI transformation means pursuing a holistic implementation from the first PoC to the global launch. As a tech partner, we accompany you through the transformation process - step by step and end-to-end on your path to innovation leadership.
More than individual tools or isolated use cases are needed to realise the potential of agentic AI in a targeted manner. New structural models are needed: reference architectures that provide orientation, reduce complexity and make agent systems operational throughout the company.
Our extended 5-level model offers a tried-and-tested framework from over 30 AI projects. It shows which topics companies need to address in order to systematically develop AI agents, operate them securely and deploy them in a scalable manner. The result is a leap from isolated AI tools to orchestrated agent systems with reusable capabilities - for maximum productivity, customer benefit and economic added value.
Agentic AI marks a turning point in digital interaction. AI agents not only conduct natural, individual dialogues across all points of contact - they also act autonomously and purposefully. For example, when taking out an insurance policy, they flexibly adapt the route to the user's needs and intentions.
The scope of this development far exceeds the use of intelligent chatbots. It is not just individual tools or use cases that are being put to the test, but the entire logic of digital interaction throughout the customer journey. For the first time, the vision of a thoroughly personalised user experience is within reach.
What distinguishes intelligent agents from traditional automation tools? Their ability to orientate themselves in complex contexts, make decisions, learn from feedback - and work together with people or other agents.
Clear structures and competences are required for this form of "thinking" AI to become a reality. In the intelligence layer, relevant skills are embedded in (multi-)agent systems, models and tools are linked to form a consistent overall system - thus creating the basis for reusable agent modules.
An AI agent is only as good as its database. High-quality, accessible data is no longer a nice-to-have, but crucial for success: according to studies, up to 90% of AI projects fail at precisely this point.
But how does an autonomous agent access relevant data safely and sensibly? What if the necessary knowledge has not yet been captured? And how can newly acquired knowledge from user interaction be systematically utilised?
These questions are at the centre of the knowledge layer in the Agentic AI Framework.
8 weeks waiting time for an appointment at the office? The nightmare of applying for a passport. And even the search for the right applications to bring with you can be an ordeal.
High time for a new experience. With an AI-powered citizen service, appointments can be prepared in the best possible way and unnecessary visits to the authorities can be avoided. Instead of cumbersome click paths, opaque site maps and hidden deep links, a single input line will suffice for all requests in future.
The goal: more efficient administration for the citizen service of tomorrow.
Enjoyment and success in learning depend heavily on how knowledge is imparted. How can today's younger generation in particular acquire knowledge in a compact, fun way, tailored to their own learning pace and personal preferences? The learning coach of the future makes it possible to familiarize oneself individually with complex topics, for example everything to do with finance.
Based on the respective level of knowledge, personal preferences and financial goals, a personal FinCoach is created that delivers hand-picked learning content in interactive formats.
For banks and financial institutions, but also other companies with knowledge-intensive topics that want to think about customer loyalty from the outset and develop their own brand into a love brand.
The wallet is gone! What do I do now? Who do I call? Do I have to block the card or should I just deactivate it? The shock is accompanied by many questions. With generative AI, the digital banking assistant takes over in an emergency. Equipped with all the relevant information, it deactivates the lost card, keeps track of recent activities, provides security and offers valuable tips.
It's like a personal banking advisor in your pocket—brand-compliant and powered by AI.
The birth of a child is a life-changing experience. But even before that, there is a lot to consider, and the many questions that pregnant women ask themselves bounce back and forth between doctors, midwives, doulas and specialists. What would it be like to find all the important information in one place and be guided individually? To have someone at your side 24/7 to provide reassurance, take care of you and accompany you through the anticipation—keeping an eye on all important appointments, nutritional advice, vaccination dates and the development of your unborn child.
The digital midwife service, with which insurance companies offer decisive added value for what is probably the most exciting journey in life.
Skills shortage meets AI revolution: the AI Buddy provides new employees with advice and support when they join the company. Where can I get technical support? Are there regular team meetings? What do I need to know about company goals and values? As an onboarding mentor, the AI Buddy supports, accelerates and scales the onboarding of new colleagues with the company's own knowledge of tools and processes. And around the clock.
This allows employees to reach full productivity quickly and saves managers and contact persons valuable time. The onboarding of the future.
Only those who have the courage to change will be able to stay one step ahead of the competition and set standards for their industry with genuine innovations. Many of our innovative customers such as Siemens, Mercedes-Benz, AOK and Bosch have recognised this and are on their way to becoming innovation leaders for Agentic Customer Experience.
As an experienced partner for digital transformation and customer experience, we have been helping companies to create innovative digital customer experiences and turn them into measurable business success for over 20 years. Let us support you in utilising the potential of Agentic AI for your company.