Frédéric Durand is a French entrepreneur and the CEO of Diabolocom, a fast-scaling provider of AI-powered contact center solutions used by 350+ brands in over 60 countries. With a background in telecom engineering, Frédéric founded Diabolocom in 2005 to close the gap between enterprise systems and rising customer expectations. His long-term vision led to the 2025 launch of Diabolocom Research, a dedicated AI lab collaborating with INRIA and Sorbonne University to build real-time, responsible AI for global CX teams. He believes AI should adapt to the enterprise—not the other way around—a principle that guides his work on data sovereignty, automation, and human-centered design.
Day 1: May 28, 2025
2:45 pm
INDUSTRY EXPERT: FUTURE OF ENTERPRISE CUSTOMER COMMUNICATION
Smarter, Greener, Faster: A Vision for Enterprise AI in The Contact Center
Proprietary AI augments human agents without compromising speed, control, or trust. Walk away with a unique perspective on real-time automation, data sovereignty, and carbon-conscious innovation:
- Contact centers don’t need more generic AI
- Need for domain-specific, CRM-integrated solutions
- Drive measurable outcomes like faster deployment, lower churn, and sustainable growth.
Day 2: May 28, 2023
