How leaders turn agentic AI into real success
What it takes to deploy agentic AI as a new CX foundation for powerful business impact
Join to learn what separates successful agentic AI deployments from stalled pilots and how leading organizations accelerate adoption and achieve measurable CX impact.
CX Network research found that, for the first time, agentic AI and AI agents are the 2nd most significant CX trend impacting practitioners today. So why are some organizations already seeing real returns from AI while others remain stuck in pilots? This session will reveal how leading teams are using Agentic AI as a new CX foundation, not an incremental upgrade. We'll hear directly from leaders on what worked in production, the KPIs that mattered, and how they accelerated adoption across customers, agents, and the business.
In this session, you'll learn:
- How the boldest teams redesign work for autonomy
- What leaders prioritize in early deployments
- How to drive adoption across customers, agents, and executives
Speaker
Satinder Singh
Practice Leader – Digital Workplace Services, ASEAN+Korea
Kyndryl
Satinder Singh leads Digital Workplace Services for Kyndryl across ASEAN and Korea. He designs and runs global service desks and multi-vendor SIAM operations — environments where tens of thousands of employees are the customer base, and where first-contact resolution, resolution time and satisfaction are measured as unforgivingly as in any external contact centre.
Over 20 years he has carried a USD 60M+ P&L, led cross-border delivery teams, and taken service operations through transformation for clients in banking, government, research and manufacturing. That operational grounding shapes how he approaches AI: not as a deflection metric, but as a question of which decisions can safely be handed to a system, and what has to be true before they are.
His current focus is agentic AI in service operations — systems that sense intent, decide a course of action, act on it, and learn from the outcome, wrapped in governance that stands up to audit and regulatory scrutiny. He works with CIOs on the unglamorous prerequisites that determine whether autonomy scales: data and configuration accuracy, process redesign, vendor orchestration, and the change management that decides whether people actually use what you built.
Satinder is a Singapore GovTech Certified Solution Architect and holds Azure Solutions Architect Expert and ServiceNow Certified Technical Architect credentials.
Toby Williams
Analytics, Digital, and AI Manager – Asia & Middle East
NiCE
Toby Williams is a highly skilled professional with extensive expertise in driving digital transformation and AI innovation across the Asia and UAE regions. As the Manager of AI, Data, and Analytics at NiCE, he leads initiatives focused on helping businesses implement AI and data-driven solutions that enhance customer experiences and improve operational efficiency. Toby works closely with clients to adopt scalable AI technologies tailored to meet their evolving needs.
With over a decade of experience in analytics, digital solutions, and AI, Toby has successfully developed and executed strategies that drive business growth and streamline decision-making. He has worked across various industries, including Telco, FSI, Retail, and Digital Natives, and has empowered organizations to leverage AI and analytics to achieve measurable results. His deep understanding of regional markets and ability to navigate complex landscapes has been key in delivering impactful outcomes and fostering long-term client partnerships.
Sponsored by
