Day One - 2 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

See Bio

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

---

William Dummett

Chief Privacy Officer & Deputy General Counsel
Genesys

See Bio

Arpita Maity-Peschard

Director, Product Marketing, AI
Genesys

See Bio

Joe Smyth

SVP of R&D, Digital & AI
Genesys

See Bio

Agentic AI is taking the CX world by storm. Unlike traditional AI, which relies on prompts and pre-defined rules, agentic AI can act autonomously and adapt to complex tasks. CX Network’s latest research found that AI-powered technologies for operations is the top trend affecting CX roles in 2025.

Agentic AI can handle customer queries and proactively solve customer problems end-to-end. The opportunities for CX initiatives are huge, with cost saving, increased efficiency and reduced time to serve all possible.

In this session, we will delve into agentic AI and explain how CX teams can tap into the new technology to improve CX.

Attendees will learn:

• What makes AI ‘agentic’: Understand how agentic AI differs from traditional AI, with autonomous decision making without human intervention
• Enhancing self-service with autonomous AI agents: Explore real-world use cases where agentic AI is implemented in backend operations and in CX to improve resolution rates and personalize interactions while reducing friction along the customer journey.
• Future-proofing CX with adaptive AI systems: Learn how agentic AI continuously learns from interactions and refines decision making.

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

---

Heather Hughes

Director, Product Marketing, AI Platform
NICE

See Bio

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

See Bio

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.