What happens when you stop treating AI as a cost-cutting tool and start treating it like a team member you can train, test, and promote? Norse Atlantic CPO Alf Lim shares how the digital-first airline partnered with delight.ai to transform its customer service operation, running a rigorous AB test before full deployment, scaling progressively as the data proved it out, and ultimately creating an entirely new role: the Customer Service AI Manager. This session explores what it really takes to deploy AI in a customer-facing environment, how to measure success beyond deflection rates, and what the next generation of CX teams actually looks like.

Attendees will learn:

• Building an ambitious, innovative team mindset to drive AI implementation in a matter of weeks.
• The key to successfully partnering with solutions providers with an agile "co-creation" approach.
• How AI has reshaped the CX function at Norse Atlantic airline, creating new roles and workflows.