The Big Conversation 2026 🎉
A full day for Europe’s top AI Support Leaders. Real strategy. Real results. Real community.
The Big Conversation '26 is Kindly's flagship annual conference for customer support leaders across Europe. On June 9 in Oslo, the people shaping the future of AI-powered support will come together for one full day of keynotes, hands-on sessions and honest conversation about what actually earns their customers’ love.
Kindly’s Big Conversation is a day built for you: the leaders responsible for making AI work inside your support teams, exceeding your customers' expectations and proving the value of what you do to the rest of the business.
You will hear from senior leaders at some of Europe's most recognized brands. You will sit in rooms with peers who share your challenges. And you will leave with a clear picture of where AI support is heading and what it means for your role.
Leading brands like Norwegian Air, Voi, Kahoot, Vend, Tele2, Scandic Hotels, and Posten Bring, already trust Kindly to take care of their customers. On June 9, the community behind those results meets in person.
Your registration is complimentary and subject to approval.
Who is this for?
Kindly's Big Conversation is designed for Heads of Customer Support, Directors of Customer Experience, Operations Leaders and anyone leading the adoption of AI within their support organization. Whether you manage a team of five or 50, and whether you are already running AI Support Agents or still building the case internally, this day is for you.
Also, the sharpest minds and the best support agents in your team are welcome to join Kindly’s AI Support Leadership Certification - A separate, hands-on certified course for customer support professionals who want to formalize their expertise in leading AI-powered support teams. Complete the session and leave with a credential that recognizes their ability to manage, measure and lead AI support operations everyday.
💬 The day at a glance
9:00 a.m. | Registration and Breakfast
Doors open at Ambassaden, Oslo. Start the day right with good coffee, fresh food and the chance to connect with peers before the first session.
10:00 a.m. | Opening: The State of Customer Support in 2026
Kindly's Chief Revenue Officer Martin Sætre, and Chief Product Officer Gjermund Norderhaug open the Big Conversation with a candid look at the forces reshaping customer support today. Where is the industry heading? What are the best teams doing differently? And what does "taking care" really look like when AI handles most of the volume?
10:30 a.m. | Keynote: AI Strategies from Christian Printzell Halvorsen, CEO, Vend
The leader behind one of Europe's most recognized, and Scandinavia's dearest consumer brands shares his approach to AI. AGet ready for Christian's first-hand account of building an AI support operation at Vend that earns customer trust at scale.
11:00 a.m. | Interactive Quiz
Test what you know. A fast, competitive quiz to energize the room and spark a few surprises about the state of AI in customer support.
11:15 a.m. | Break
11:30 a.m. | Advania: The Role of Technology Partners in Scaling AI Support
Advania helps major enterprises across the Nordics modernize their customer experience through AI, automation, and smarter contact centre technology. This session explores what it takes to future-proof your CX operations without losing the human touch.
12:00 p.m. | Interactive Quiz
Round two. Sharper questions, higher stakes and a few prizes for the sharpest minds in the room.
12:15 p.m. | Lunch: "Around the World" Wraps
A globally inspired lunch spread. Take a seat, grab a wrap and continue the conversations that started in the morning sessions.
12:45 p.m. | Lunch Activities
Hands-on, informal activities led by the Kindly team. A chance to move, collaborate and connect with the people behind Kindly, in a relaxed setting.
1:15 p.m. | Afternoon Welcome
Our host reopens the floor and sets up the afternoon program.
1:25 p.m. | Product Keynote: What Kindly Is Building and Why It Matters to You
Kindly's Chief Product Officer , Gjermund Norderhaug shares his product vision for 2026 and beyond. This session presents the new Kindly, and how our evolution solves broader, more complex challenges that your organization deals with.
1:55 p.m. | Breakout Sessions: Choose Your Track
Track 1: A Few Million Conversations Later: What Six Years of AI in Customer Service Actually Teaches You - Edward Thorstad, Director of Customer Services, Norwegian Air
As long standing customers of Kindly, Norwegian Air have used AI in customer service for over six years. Edward shares what actually worked, what failed, and the real lessons from handling millions of conversations at scale.
Track 2: The Knowledge Transfer Problem: Close the Gap Between Your Best Agents and Your AI - Carina Faye Bardhaj, Head of Training and Competence, Fjordkraft
Carina breaks down how Fjordkraft closes the knowledge gap that emerges when your best agents know things your AI doesn't, turning expert agent know-how into better AI performance.
3:00 p.m. | Break
3:15 p.m. | The Champions League Panel
Kindly's Chief Revenue Officer, Martin Sætre, leads a panel featuring Kindly's highest-performing customers. These are the teams delivering exceptional results with AI support. Hear how they did it, what they learned and what they would do differently.
3:45 p.m. | Closing: The Road Ahead
Kindly CEO Gunnar Bjørkavåg closes the conference with a look at where Kindly is going. New capabilities, new ambitions and a clear commitment to the community in this room.
4:00 p.m. | The Kindly Awards
A celebration of the most impactful AI support work from across the Kindly community. We recognize the teams and leaders who set the standard this year.
4:30 p.m. | Rooftop Afterparty
Warm conversations and the best view in the city. The formal program is over. The best part begins.
🍕 Food & Beverages
We take great care of our guests. Refreshments, snacks, and memories are on us!
📍 Location
Ambassaden Event og Konferanse, Løkkeveien 12, 0255 Oslo, Norway.
Practical Details:
🏨 Nearest hotels:
🚄 Public transit options:
1-minute ride from Oslo S, take the L,1, L2, RE10, R21, RE11, R13, R14 train to Nationaltheatret station.
🚶🏻♀️Or have a lovely 25-minute summer walk from Sentralstasjon.
When bringing your team members, make sure they register separately on this Luma page so we can save them a spot too.
🟢 About Kindly
Kindly is Europe’s most reliable AI support platform, enabling modern enterprises to create AI support agents that scale automated customer support across chat and voice channels.
Founded in 2016 in Oslo, Kindly is focused on strict compliance with European privacy and AI regulations, and is ISO 27001 certified. Modern brands such as Norwegian Air, Fixami, Happy Socks, and 200 other organizations trust Kindly to effectively integrate AI into their customer service operations, automate millions of interactions and to earn their customers’ love. More information: www.kindly.ai