Building Trust in AI: Transparency, Personalization and Customer Loyalty

In an era where customer expectations are evolving faster than ever, modernising customer experience is no longer just about automation - it’s about orchestrating intelligence, empathy, and operational agility across every interaction.

In 2026, organizations that delay rethinking their CX and AI strategies risk falling behind. Research shows that CX leaders who act now are not only driving efficiency but also building deeper trust and loyalty with their customers. From AI-powered copilots that streamline routine service to personalized, human-like AI interactions that resonate emotionally, organizations embracing a strategic, human-centric AI roadmap today are setting new benchmarks for loyalty, retention, and revenue growth in 2026 and beyond.

In this CX Network discussion, explore how modern CX operations are preparing for the demands of 2026 by balancing automation with meaningful engagement, from autonomous service models that free agents to focus on high-value work, to voice and assistant-driven experiences that meet rising expectations for seamless, personalized support. We’ll unpack how data-driven insights and contextual understanding are enabling faster resolution, smarter decision-making, and experiences that feel genuinely human.

Join us to discover how to integrate AI into your CX operation now, so your organization is positioned for stronger performance, deeper customer relationships, and long-term success.

Speakers

Dave Giblin
Head of Customer Success, APAC
Zendesk

Dave is a Transformational Senior Executive with >20 years’ experience driving business strategy, leading change management, and reshaping customer experience to drive impactful business change for blue chip organisations. He is passionate about helping people and companies reach their full potential, and has spent his career advising individuals and organisations, speaking at industry and trade events, spearheading change, and digitising the way they work, growing sales and profit along the way. He is also a firm believer in social responsibility, helping people help themselves, and together building a real and sustainable future, is the foundation behind some of his most meaningful work.

Georgina Wilczek
Event Host
CX Network

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