Day Two - 3 June, 2025

AI is everywhere but most organizations are still scratching the surface when it comes to using it to improve the customer experience. It’s easy to focus on quick wins like automating tasks or speeding up processes, but the real opportunity lies in using AI to solve bigger problems and deliver real value to customers

In this panel, Jessica Carroll and Srinivas Sandiri, tech experts with vast experience in CX and CIO roles across different industries, will share their perspectives on what it takes to move beyond pilots and shiny tools, and build the kind of organizational foundation where AI can actually thrive and deliver value for customers and businesses alike.

From aligning data and systems to getting internal buy-in and leading through change, this conversation will explore what’s really needed to turn AI from a cost-saver into a customer experience game-changer.

Attendees will learn:

• Where AI can make the biggest impact beyond process efficiency and how to find the right use cases.
• Why clean, connected data is the real starting point and what’s holding most teams back.
• How to bring the business along: practical ways to lead change and embed new tools into the culture.

Jessica Carroll

Managing Principle, Fractional CXO
jCX Strategies

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Srinivas Sandiri

Digital Transformation & AI-Powered CX Expert
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CX Network research found that 46 percent of practitioners strongly agreed that data privacy and security is becoming more important to customers and 42 percent said they expect spending on cyber security to increase this year. Additionally, global privacy and data regulation laws are constantly evolving and differ between regions. With this, coupled with increased awareness of how data is collected and used, compromising on customer data security and privacy is simply not an option for brands who seek to retain trust and integrity.

In this session, we will explore the intersection of AI, data, privacy and security to explain how brands can elevate CX while retaining consumer trust and saying within regulatory frameworks. We will explore risk-aware AI policies and how to implement secure data management practices.

Attendees will learn:

• Mitigating security risks in AI implementation: Understand potential vulnerabilities and get to grips with data security.
• Ensuring compliance and privacy regulations: Explore strategies to align with regional data privacy laws.
• Building a robust data governance framework: Learn how to establish internal policies and auditing processes to safeguard customer data.

While many businesses and CX practitioners are eager to capitalize on the many opportunities provided by AI, successful implementation goes beyond adopting new technology. Strategic alignment, integration with existing platforms and cross-functional collaboration, with a firm focus on real business impact, are all essential for AI success.

In this session we will explore how to integrate AI into current CX operations, discussing everything from how to identify [MM1] use cases to getting the team on board and integrating with existing technology platforms. Learn how to avoid common pitfalls and create an AI in CX strategy that works.

Attendees will learn:

• Identifying the right use cases for AI in CX: Understand where the most value lies, from automating backend tasks to enhancing customer interactions.
• Ensuring smooth implementation and adoption: Discover the framework for choosing the right solution and integrating it into your current systems and workflows.
• Measuring success & continuous improvement: How to track AI adoption and impact on CX to enable refinement and optimization.

As AI implementation continues to be a priority for CX leaders, as demonstrated by CX Network’s own research, many want to know how to use it to enhance, rather than replace, real human interactions. But how can brands ensure they are looking beyond the hype and focussing on what truly matters: how it impacts customers. AI can be a tool for strengthening engagement, not just automating processes. Brands that understand this and use AI to improve human interactions will be the standout winners in an evermore competitive landscape.

To get AI in CX right, organizations need more than just raw data, they need Customer Experience Intelligence (CXI). The most successful businesses do not rely solely in analytics, but combine this with observing, interviewing and analyzing customer behavior to get a complete picture. In this session, Jeofrey Bean, CX expert, author, trainer and consultant, will break down how to use AI effectively by combining it with human expertise to ensure every customer interaction feels intentional and valuable.

Attendees will learn:

• Taking a portfolio approach: Learn the basics of CXI and, combining data with real human insights
• Understanding customer behavior: Why observation, real-time feedback and customer research are critical for an informed AI in CX strategy.
• Human-centred experiences: Uncover how to move beyond basic automation and use AI paired with human expertise to create more meaningful customer experiences.

Jeofrey Bean

CX Expert, Author, Consultant and Teacher
Del Mar Research CX Training

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With many companies possessing large amounts of historical data, it makes sense to utilize it to predict future behaviors and trends and stay ahead of the curve. Allowing businesses to predict churn and identify high-value customers, AI-powered predictive analytics galvanizes decision-making for a proactive CX strategy. By using predictive analytics, brands can maximize Customer Lifetime Value (CLV) by addressing potential customer issues before they arrive and deploying more targeted marketing campaigns.

In this session, we will explain how to get your data ready for predictive modelling and where best to deploy AI-powered predictive analytics to anticipate customer behavior and provide better product recommendations, ultimately improving overall CX.

Attendees will learn:

• The data you need: How to ensure your customer data is up to standard for effective predictive modelling.
• Implementing AI-powered predictive models: Learn about the tools and techniques required to develop predictive models
• Integrating predictive insights into CX strategy: Explore how to effectively disseminate predictive insights and influence business-wide decision making to improve CX.