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
Powering customer-centric growth with AI and data
Patty Soltis -
Senior CX Manager,
Upwork
Ekaterina Mamonova - Global Head, Broker Proposition, Liberty Speciality Markets
The volume of customer feedback flowing into modern organizations has never been great but turning those signals into strategic action can be challenging. Whether operating in a global digital marketplace or managing broker and client relationships across 25 countries, the core question remains the same: how can we move from data collection to decisions that drive business outcomes? This discussion brings together CX leaders who have built data and insights programs at scale and who utilize AI to increase the speed and influence of their work.
Ekaterina Mamonova, who leads Global Customer Experience at Liberty Specialty Markets, will share how her team designed and embedded a cross regional CX measurement and action planning framework spanning 25 countries – built from the ground up through robust data, disciplined governance, and a global network of CX champions to surface enterprise wide insights while respecting regional nuance. Patty Soltis, Senior CX Manager at Upwork, will share how she connects millions of pieces of customer feedback to behavioral and financial outcomes, using AI to help her cut through the noise to get the right message to the right stakeholders at the right time. Together our speakers will explore the data, insights and tools needed to proselytise CX across an organization and drive customer-centric change.
Attendees will learn:
- How to connect customer sentiment to commercial outcomes, translating CX data into clear financial narratives that resonate with senior leaders and cross functional stakeholders.
- What it takes to build scalable CX governance and measurement frameworks, enabling consistent action across regions, functions, and markets – without losing local relevance.
- Where and how AI is accelerating insight generation and influence, and how to combine AI-driven speed with human judgement to prioritise action and drive meaningful, customer centric change.
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
How to use AI to build equitable CX - at population scale
Kapil Poreddy -
Senior Software Engineering Manager,
Walmart Global Tech
While AI adoption in CX continues to accelerate, most organizations still treat AI as a simple personalization tool rather than a strategic system for equitable access. At population scale, where platforms serve millions of customers daily, this distinction can be critical.
In this session, Kapil Poreddy, Senior Software Engineering Manager at Walmart Global Tech, will share how AI-driven systems can be built to deliver equitable, trustworthy CX across diverse user populations. Drawing from experience building and scaling platforms supporting millions of daily transactions and tens of billions in annual GMV, Kapil will present practical frameworks for embedding fairness, accessibility, and trust into AI-powered customer journeys.
We'll explore how AI can move beyond surface-level personalization to address systemic gaps in access, language, affordability, and health outcomes while maintaining operational efficiency at scale. Attendees will gain insight into real-world architectural elements, governance models, and impact metrics from large-scale production systems.
The session provide a candid perspective on the challenges of deploying AI in enterprise environments, including organizational alignment, regulatory complexity, and consumer trust, and how leading teams overcome these barriers.
Attendees will learn:
- How to design AI systems that deliver fair, accessible and equitable CX across millions of users.
- Real-world approaches to scaling personalization while maintaining privacy and governance.
- How to measure impact beyond conversion, towards inclusion and outcomes.
