Day Two - 4 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.

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CX Network research found that AI-powered technologies for operations is the most impactful CX trend affecting practitioners in 2025. To find out more about why, join us for a fireside chat featuring CAI's Executive Director of Service Desk, Thomas Grosso, as he shares his transformation journey.

With 300 agents supporting over 500,000 end users worldwide, CAI’s story showcases how strategic implementation of CX automation can revolutionize service delivery at scale.

This session will provide valuable insights into leveraging AI and automation to modernize operations, meet evolving customer expectations, and drive impactful outcomes. Whether you're exploring digital transformation or seeking to optimize your customer experiences, this conversation offers practical takeaways.

Attendees will learn:

• How CAI restructured its service desk to support 500,000 global users with just 300 agents using AI and automation
• Practical strategies for scaling service delivery while maintaining high-quality CX
• Key lessons in aligning AI investments with real operational outcomes and customer expectations

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While excitement around AI continues to grow, so does apprehension and caution, especially within highly regulated industries such as healthcare, pharma and finance. Many business leaders are still unsure how to navigate AI implementation and the data cleanup required for this.

In this session, we will explore the critical link between clean data, tech integration and long term AI success, with a focus on building systems that work with employees, not just for them.

Eric Doherty joins us to discuss this, bringing deep experience across healthcare, pharma, consumer good and digital, guiding organizations through AI adoption, ever-changing legal regulations and an often-chaotic vendor landscape. Eric will share what it takes to implement AI responsibly and at speed without losing sight of long-term CX outcomes.

Attendees will learn:

• How to tackle apprehension towards AI and build trust through better data practices and user education.
• Why open architecture, integration and strategic vendor partnerships are critical to scaling AI across the enterprise.
• What generative AI and geographical regulations mean for data sovereignty and governance.

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We’re entering the age of autonomous agents capable of managing full CX interactions from start to finish. But as the tech matures, one thing is clear: building something that works is not enough, it also has to feel right to the user. In this session, we’re joined by Ashlea Atigolo, an innovation consultant and AI developer who’s been building AI agent experiences for highly regulated industries like finance and sustainability since long before ChatGPT was mainstream.

Drawing on years of research and development experience, from voice-enabled NLP bots in 2020 to AI agents capable of engaging with customers and databases, Ashlea will explore what it takes to design AI for CX that’s not just smart, but emotionally intelligent. We’ll look at the difference between a helpful response and an empathetic one, and why it matters more than ever in industries where trust is hard-won.

Attendees will learn:

• In-built emotional intelligence: Why empathy and ethics must be core principles in designing GenAI agents, not afterthoughts.
• Transferable approaches from AI in regulated industries: Lessons from building emotionally intelligent AI for regulated industries such as finance and healthcare, and how to apply those lessons to your approach.
• Staying ahead of the curve: The future of agentic AI in CX and how to keep up with innovation.

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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.

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