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Customer Chats
by ifm, Laerdal Medical, Nilfisk, VELUX
About the Customer Chats
Four operators. Four industries. One shift in how B2B commerce runs.
At the Autonomous Commerce Summit 2026, customers from IFM, VELUX, Laerdal Medical, and Nilfisk shared how they are deploying autonomous commerce in production. Different starting points, different industries, same conclusion: the operating model is changing.
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What You Will Take Away
Why 97% Still Was Not Enough
IFM was already the benchmark. Rebecca explains what it took to go further and why aligning to your operational why drives adoption at speed.
How to Scale Without Asking Partners to Change
VELUX grew from one to nine markets without changing how partners send orders. 130,000+ orders in 2025. 90% time saved per order.
Why You Should Go Big From Day One
Tore cancelled the master data project and kept Salesforce as the UI. Small pilots waste more time than they save.
Why Change Management Decides the Outcome
After one year, 65% of Nilfisk orders run autonomously. Marcus explains what made the difference more than the technology did.
Rebecca Richeson, COO and CFO, IFM
Rebecca Richeson, COO and CFO, IFM
IFM was already fulfilling 97% of orders within one hour before Go Autonomous. Rebecca walks through why that level of performance still was not enough, how aligning the program to your operational why drives adoption at speed, and where the next cycle of autonomy is taking their operation.
Tore Sagstuen, CIO, Laerdal Medical
Tore Sagstuen, CIO, Laerdal Medical
Go big or go home. Tore cancelled Laerdal’s master data project, kept Salesforce as the UI for easy adoption, and argues that small pilots waste more time than they save. If the impact is not large, it is not worth starting.
Marcus Kappendrup, AI Architect, Nilfisk
Marcus Kappendrup, AI Architect, Nilfisk
After one year live, Nilfisk processes 65% of orders through Go Autonomous. Marcus explains the difference between automation (binary) and autonomy (graduated delegation), and why change management decides the outcome more than the technology does.
Steffen Raddatz, Director for Global Digital Customer Service, VELUX
Steffen Raddatz, Director for Global Digital Customer Service, VELUX
VELUX deployed Go Autonomous in Germany and expanded to nine markets without asking partners to change how they send orders. 130,000+ orders processed in 2025. 90% time saved per order. Steffen covers the shift from OCR-based rule-driven tools to a platform that adapts to any format.
Voice of The Customers
