The Future of IT Support at Migros

At Migros, we are rethinking IT support beyond traditional service desks. In this session, we will share how we are building an integrated AI enabled support ecosystem by combining human expertise, intelligent automation, conversational support, and real time device intelligence. We will walk through our current challenges, the strategic transformation journey, and the ecosystem vision connecting ServiceNow, Genesys, Nexthink, Microsoft Copilot, and AI Agents into one unified support experience. The session will also showcase first Proof of Concepts, practical use cases, and early learnings from our transformation journey toward a scalable, omnichannel, AI augmented support organisation.