Day One - 3 June, 2025

Implementing AI in high-trust environments comes with unique challenges. The BBC is using AI to create personalized learning experiences for young audiences, augmenting learning with an AI tutor that mimics the benefits of one-on-one tutelage. This is transforming passive content consumption into interactive, adaptive engagement.

In this session, Jon Howard, Executive Product Manager (Generative AI, AI and Innovation) at the BBC will share how the BBC is addressing the same challenges that many CX leaders face, namely how to deliver hyper-personalized experiences at scale while maintaining trust, accuracy and security.

Attendees will gain insights into balancing AI innovation with customer safeguarding, how to prove AI effectiveness to stakeholders, and how to preserve trust when deploying end-user-facing AI. 

Attendees will learn about:

• Enhancing user interactions: Leveraging real-time feedback, adaptive learning and AI-driven content personalization to improve engagement
• Maintaining trust and transparency in AI: Best practices for maintaining user confidence when introducing AI into high-stakes environments.
• Earning stakeholder buy-in for AI initiatives: Insights on proving the effectiveness of AI tools through benchmarking and testing.

Jon Howard

Executive Product Manager, Generative AI, AI & Innovation
BBC

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As AI becomes a core driver of customer experience, ethical development and deployment are critical to building trust, ensuring compliance, and unlocking long-term value. This session focuses on putting ethical AI into practice — outlining the principles, frameworks, and strategies organizations can adopt to implement responsible AI at scale.

Attendees will gain a practical understanding of how to align AI initiatives with organizational ethics, mitigate risks through strong governance, and embed fairness, transparency, and accountability into AI systems. The session also addresses how to navigate evolving global regulations to ensure privacy and compliance without compromising innovation.

With a focus on real-world application, this session offers actionable insights to help teams design and deploy AI that not only meets technical and legal standards but also delivers meaningful, trustworthy customer outcomes.

Attendees will learn:

• Aligning AI with organizational ethics, priorities, and privacy standards.
• Safeguarding data and mitigating risk in AI development.
• Navigating global AI regulations and compliance.

Sponsored by: Genesys

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Arpita Maity-Peschard

Director, Product Marketing, AI
Genesys

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Joe Smyth

SVP of R&D, Digital & AI
Genesys

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Margaret Baumgartner

Deputy General Counsel - Intellectual Property & Product
Genesys

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AI is everywhere—but are your customers actually getting the answers they need?

As AI adoption accelerates across customer service and support, many organizations are still grappling with a familiar set of challenges: fragmented knowledge, inconsistent digital experiences, and underwhelming ROI from their AI investments.

In this practical session, we’ll cut through the hype and focus on what it really takes to deliver seamless, AI-customer experiences. You’ll learn how to identify and overcome the hidden obstacles standing between your organization and true CX transformation.

Speaker Danial Rajan, Lead Product Marketing Manager at Coveo, will spotlight Zoom Communications, a global leader that successfully reimagined its self-service strategy—starting with a unified knowledge foundation, and scaling with intelligent search, recommendations, and generative answering. You’ll hear what worked and what steps your team can take to follow a similar path.

Attendees will learn:

• Why disconnected CX remains one of the biggest barriers to AI success.
• How to fix the knowledge layer without a full replatform.
• What it takes to scale GenAI safely and effectively across support operations, like Zoom did.

Sponsored by: Coveo

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Daniel Rajan

Lead Product Marketing Manager
Coveo

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CX Network research has found that 41 percent of CX practitioners are expecting spending on data unification to increase in 2025. When you match the right AI with real-time and historical data, within context, you’re bound to create exponential CX value. For this you need a unified AI platform for customer service that leverages a common data model and orchestrates AI across the customer journey – not just general purpose AI tools and an amalgam of data.

In this session you’ll hear how industry leaders such as Sony are breaking down data silos and going beyond generic AI to create seamless experiences for their customers and agents, while cutting costs and increasing revenue for their brands. 

Attendees will learn:

• Why general purpose LLMs are not enough to maximize CX value
• How to leverage the full potential of AI with purpose-built AI and AI orchestration
• Practical, real-world case studies of CX AI + Data = Exponential Value

Sponsored by: NICE

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Heather Hughes

Director, Product Marketing, AI Platform
NICE

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Walmart Mexico, as Mexico’s leading retailer, serves millions of customers across diverse socio-economic backgrounds and multiple retail brands. With vast amounts of customer data, Walmex faced a challenge: how to unify huge amounts of data to form a deep understanding of customers and drive true customer-centricity throughout the organization. It was from this challenge that the Customer Office was born to centralize insights and break down silos while driving customer-centric, data-backed business strategies.

In this session, Montserrat Padierna, Customer Knowledge and Experience Lead at Walmart Mexico’s Customer Office, will share how Walmart’s largest international subsidiary takes an agnostic approach to data, integrating internal and external sources to build a deep understanding of customer behavior and illuminate pain points in CX. We will explore how this approach allows Montserrat and the CX team to drive customer-centricity across the business and deliver real improvements for customers.

Attendees will learn:

• Bridging the gap between data and customer-centric strategy: Learn how Walmex translates insights into action, ensuring data serves real customer and business needs.
• Breaking down silos to democratize customer insights: Uncover how Walmex overcame internal challenges to transform customer insights and make customer data accessible across departments.
• Driving CX innovation with an agnostic approach to data: Understand how Walmex leverages diverse data sources to uncover customer pain points and prioritize CX innovation

Montserrat Padierna

Customer Knowledge & Experience CoE Lead
Walmart Mexico

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Co-written with Justin Robbins of Metric Sherpa, AI-Ready CX is a practical, 100-page guide for CX leaders navigating the fast-moving world of AI in CX, delving into innovations such as generative and agentic AI.

In this session, Mike Myer, CEO and founder, and Ejieme Eromosele, VP of Customer Growth at Quiq, will share insights on how to build the foundations for AI adoption that actually sticks, from change management and cultural readiness to data integrity and cross-functional alignment. Our discussion will delve into the key definitions, use cases and best-practice advice for navigating agentic AI implementation for CX benefits such as enhanced efficiency, personalization and customer engagement.

If you’re facing AI hesitation, unclear ROI, or a patchwork of disconnected pilots, this session will provide strategic clarity to move forward with confidence.

Attendees will learn:

• How to identify and prioritise AI use cases that align to tangible business value
• Why a strong change strategy is just as important as a strong data strategy
• How to build trust across teams and track meaningful impact from implementation to scaling

Sponsored by: Quiq

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Ejieme Eromosele

VP, Customer Growth
Quiq

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Mike Myer

CEO & Founder
Quiq

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When travel plans go wrong, the contact centre feels it first. For Spirit Airlines, the spike in cancellations, changes, and refund requests brought an unexpected opportunity: use AI and data to rethink how guests solve their own problems faster.

In this session, Vanessa Hardy-Bowen, Director of Guest Care & Contact Center at Spirit Airlines, will spotlight how the airline giant built a proof-driven AI strategy rooted in self-service. We will discuss how they turned low-hanging fruit like bag changes and flight credits into high-impact wins, using pilots to test both technology and vendors, while bringing execs, legal, and cybersecurity along for the ride.

Learn how they balanced in-house ambition with the speed of external partners, built business cases with measurable ROI, and laid the groundwork for future innovation, delivering cost savings and guest satisfaction at scale.

Attendees will learn:

• How to use proof-of-concept pilots to prove ROI, test partnerships, and unlock executive buy-in
• Which self-service use cases are ripest for AI, and how to avoid operational pitfalls
• How Spirit connected CX data, team insights, and automation to reduce contact volume and boost CSAT

Vanessa Hardy-Bowen

Director of Guest Care & Contact Centers
Spirit Airlines

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AI is undoubtedly revolutionizing CX, yet some organizations struggle to scale beyond isolated use cases. Despite its potential to enhance efficiency, cut costs to serve and increase personalization barriers such as integration challenges, data quality issues, evolving regulations and internal resistance continue to be a challenge.

In this interactive post-event virtual roundtable discussion, attendees and CX leaders will come together to share insights, debate roadblocks and explore troubleshooting for accelerating AI adoption at scale. This is a unique opportunity to be face to face with industry peers to reflect on key takeaways from the day’s sessions and collaborate on strategies to unlock AI’s full potential in CX.

Discussion points:

• Common roadblocks to AI implementation: Identifying the biggest obstacles, from data limitations to organizational buy-in, that prevent AI from scaling across CX functions.
• Bridging the gap between pilots and full-scale deployment: Lessons from brands that have successfully moved AI beyond experimentation to enterprise-wide impact.
• The future of AI in CX: Exploring the next steps for businesses looking to overcome adoption challenges and fully embed AI into their customer experience strategies.