Lindsey Ogan

Senior CX executives navigate shifting economics, regulation, AI disruption, talent transformation and rising expectations - all while proving business value. Be a fly on the wall of a conversation on executive-level decision making balancing CX enhancement and prioritization, whilst facing the pressure to lower costs. Take back to your team actionable insights to:

• Define enterprise-wide CX ownership, influence and decision authority

• Balance short-term operational pressure with long-term brand and loyalty outcomes

• Embed CX into corporate strategy, investment prioritization and culture

• Identify what keeps CX leaders up at night - and what’s working

Agentic AI is transforming customer service and contact operations, enabling faster resolutions, proactive support, and richer experiences. This case study showcases how one organization has successfully implemented agentic AI, balancing automation with the personalization and empathy customers expect.

• Explore how agentic AI was deployed to improve speed, accuracy, and service quality.

• Understand the safeguards and training needed to ensure AI aligns with brand voice and service values.

• Measure the impact of agentic AI on customer satisfaction, operational efficiency, and employee empowerment.

Customer centricity means knowing how to align internal structures, break down silos and balance competing priorities around a shared, customercentric

way of working….and it’s easier said than done.

Scaling customer-centric tech transformation and proving ROI takes consistency and human effort - the tech won’t just do it itself. With leadership qualities in

tow, you can have the confidence that your efforts will move beyond good intentions to bring customer centricity across all business units with certainty.

Make your customer-centric transformation stick by:

• Defining your brand promise to create shared understanding, common language and aligned goals focused on customer outcomes

• Elevating your skills and psychological insight to effectively drive change among leaders and decisionmakers

• Understanding the value of consistency and leadership style in driving transformation - technology can amplify customer centricity, but people must lead it to achieve meaningful outcomes