CX TALKS Building a robust digital customer service in 2025: The future of AI-driven channel-less support
Harness AI-driven automation to deliver seamless, efficient, and intelligent customer service.
An expert session designed to identify how AI-driven automation and omnichannel engagement can revolutionize digital customer service, driving efficiency and enhancing customer experiences.
RegisterBusinesses understand the value of analyzing customer interactions to enhance CX and build deeper connections. Yet with digitization increasingly providing vast amounts of data, the real challenge is turning it into meaningful results. How can companies go beyond collecting data to truly leveraging it? This is where AI plays a key role.
In this exclusive CX Talks, join CX Network and a host of industry experts as they explore how AI-driven customer service is shaping the future of digital support across Europe and uncover the many benefits that AI can bring to your own CX operations too.
Throughout the session, we will tackle many key topics, including:
- How unified digital contact centres hold the power to combat point-solution chaos
- The rise of AI-powered self-service, agent augmentation, and omnichannel engagement, examining how the industry will develop from here
- AI's role in building robust self-serve, predictive support, & efficient, real-time agent assistance
- Real-world case studies and a live demonstration to show how AI, automation, and unified data are transforming customer service
By the end of the session, you will gain a clear understanding of how to mine customer insights to bring greater day-to-day clarity on what your customers need and want, and how to extract critical insights to improve efficiency and stay ahead of your competitors in 2025’s evolving CX landscape.
Speakers
Georgina Wilczek
Event Host
CX Network
Georgina Wilczek has worked with CX Network since 2019, and regularly engages with leading CX professionals around the world to investigate the strategies and trends shaping the future of customer journeys. She is dedicated to helping businesses to explore how they can best evolve and innovate to meet customer expectations in this increasingly tech-enabled era.
Rita de Sousa Félix
Global Customer Experience and Satisfaction Director
Schneider Electric
Rita holds more than 15+ years of professional experience in several areas (Business Consulting, Human Resources, Marketing, Sales, Strategy and Project Management) and industries (Consultancy, Retail, Financial Services, Energy Management and efficiency). She is currently a Director representing the employees at the Schneider Electric's Board of Directors.
Richard Wall
UKI Director, Solution Consulting
Sprinklr
Richard Wall is Director and Head of the Solution Consulting function for the UK & Ireland at Sprinklr. With deep expertise in digital customer experience and enterprise technology, he helps leading brands unlock value from unified CX management. Richard brings strategic insight into how organisations can leverage AI and data-driven platforms to drive customer satisfaction and operational efficiency.
Julie Morgan
Director of Customer Experience
Informa
As a product and CX leader, Julie delivers the strategic vision for creating and enhancing customer-centric experiences, products and services across the customer lifecycle, often working in organisations that are looking to develop maturity and capability in these areas. With over 20 years of experience in product management and CX, she has a proven track record of working with Executives to bring organisations along the journey to deliver impactful and innovative solutions that increase revenue, drive efficiencies, and meet customer needs.
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