June 2 - 3, 2026
| Free CX Network Webinar Series
Day Two - 3 June, 2026
All Access: AI + Data in CX agenda day 2
10:00 am - 10:30 am
The trust problem: Ethical approaches to customer data and AI
CX Network research found that consumer demand for data privacy is a top challenge for CX practitioners in 2026, and that awareness of how AI uses their data is the top consumer behaviour trend. Similarly, new research from YouGov and PegaSystems has uncovered that 54 percent of customers do not trust businesses to use generative AI responsibly.
Wider developments, such as the emergence of AI-only Reddit copy-cat, Moltbook, have further highlighted the privacy risks associated with AI. While organizations push on with AI deployment across marketing, service and backend operations, the gap between technological capability and customer trust is becoming harder to ignore.
In this session, we’ll explore what ethical AI looks like in practice, beyond high-level principles. From consent design and explainability to bias mitigation and human oversight, we’ll examine how CX leaders can lead the charge embedding responsible practices into everyday processes. We’ll also discuss how to communicate AI usage transparently, so customers understand not just that AI is being used, but how and why it benefits them. In an era where personalization and automation depend on data access, trust is no longer just an issue of compliance, but a competitive differentiator.
Attendees will learn:
- How to design customer data and AI strategies that prioritize transparency and accountability.
- Practical approaches to balancing useful personalization with privacy expectations.
- How to turn responsible AI practices into a trust-building advantage rather than a regulatory burden.
10:30 am - 11:00 am
Putting data and AI to work in the contact center of the future
Contact centers are under pressure from every angle. According to McKinsey, AI can reduce call handling times by up to 40 percent while improving customer satisfaction, yet many organizations are still using AI in the contact center mostly for basic automation. At the same time, customers expect faster resolutions with more personalized interactions and little-to-no friction at all between digital and human support. The contact center is no longer just a cost center but a revenue and insight goldmine waiting to be unlocked, with critical data that can illuminate areas for improvement across product and customer journeys.
In this session, we’ll reveal how leading organizations are putting data and AI to work across the entire service ecosystem, from real-time agent copilots and predictive routing to churn detection and next-best-action recommendations. We’ll explore how unified customer data, including behavioral signals and journey context, can empower agents to deliver highly personalized support while identifying upsell and cross-sell opportunities naturally within conversations. Crucially, we’ll also address the governance, training and measurement approaches required to ensure that AI enhances trust and overall experience.
Attendees will learn:
- How to use AI-driven insights and real-time guidance to personalize interactions and improve first-contact resolution.
- How to turn service conversations into retention and revenue opportunities without damaging trust.
- The data, governance and change management foundations required to build a future-ready, AI-enabled contact center.
11:00 am - 11:30 am
The search for the single-source-of-truth: How to unify your data
The promise of a single-source-of-truth for enterprise data has been a long-standing ambition across CX and analytics teams, yet for many organizations it remains out of reach. Customer information often lives across legacy systems, marketing platforms, operational databases and newer AI applications, each telling a slightly different story about the same customer journey.
With AI becoming more deeply embedded in decision-making and CX orchestration, the cost of fragmented data is becoming harder to ignore, resulting in inconsistent insights, reduced personalization and wider operational inefficiencies.
In this session, we’ll explore what it really means to unify data in practice, focusing on the people, processes and tools that make data unification possible. We’ll examine the trade-offs between different unification strategies and discuss how organizations can create trusted, accessible data ecosystems without sacrificing agility or innovation.
Attendees will learn:
- The meaning of a single-source-of-truth in an AI and CX environment, and why perfect centralization may not always be realistic.
- Practical strategies for integrating fragmented data across systems and teams.
- How unified data foundations enable more reliable AI with better customer insights and more consistent experiences across channels.
