With AI agents quickly moving from concept to customer-facing, the conversation around them can be dominated by hype and vague promises. In this session, three leading voices, Emily Yang, Head of Human-Centered AI at Standard Chartered, Jesslyn Dymond, Director of AI Governance and Data Ethics at TELUS and Sana Hassan, Senior Data Science Manager at EY, will cut through the noise, discussing .

Together, our panel will explore the risks and rewards of embedding AI agents into CX, and how human-centred design, governance and ethics should steer their development responsibly.

We will examine the cultural, psychological and ethical factors shaping adoption of AI agents and offer a grounded view of where we are now and where we are heading. Expect candid insights on the biases hidden in training data, the regulatory and reputational risks of human-like agents, and the importance of customer and employee voices in AI strategy.

Attendees will learn:

• How to distinguish between marketing claims and the real technical capabilities of AI agents.
• Strategies for embedding human-centered principles and transparency into AI agent design and deployment.
• Lessons from experts on the frontline of navigating cultural, ethical and operational challenges in AI adoption.

Sponsored by: NiCE

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Emily Yang

Head of People-Centered AI
Standard Chartered Bank

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Jesslyn Dymond

Director, AI Governance & Data Ethics
TELUS

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Catherine Forino-Small

Director, Product Marketing
NiCE

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AI agents have been quietly powering customer interactions – and many other business processes – for years. Scripted chatbots and IVR systems, for example, that follow a rules-based path. Agentic AI, however, is a total step-change in capability, enabling systems to make decisions autonomously and orchestrate multiple processes – essentially acting without human oversight. While financial services and other regulated industries are typically cautious, early use cases are emerging that point to opportunities for cost-saving and increased efficiency with AI agents.

In this session, Philip O’Shaughnessey, Head of Architecture and Anjali Jain, Data Architect at Metro Bank will explore how agentic AI is maturing and will look at what happens when it moves from pilot projects to real-world deployments. We will look at practical examples from hyperpersonalization and take an honest look at what is realistic over the next 2-3 years. We will explore how agentic AI can transform customer touchpoints, providing truly personalized experiences that can predict needs and streamline complex journeys while staying within human-designed guardrails.

Attendees will learn:

• Practical, enterprise-grade use cases that go beyond traditional chatbots, from compliance automation to hypersonalized customer journey orchestration.
• Balancing innovation with regulation and ethics when designing agentic AI that colleagues and customers will trust.
• How agentic AI will reshape operational roles and cost-to-serve models, creating competitive advantage for organisations ready to adapt.

Philip O'Shaughnessy

Head of Architecture
Metro Bank

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Anjali Jain

Data Architect
Metro Bank

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CX Network research has shown that customers expect instant service and demand convenience across channels. Meeting these expectations at scale requires more than traditional chatbots, it demands a new generation of intelligent assistants. Join us for a live demonstration of Sia, a Smart Intelligent Assistant that transforms customer and employee experiences by seamlessly handling inquiries end-to-end and intelligently routing escalations when needed.

In this 10-minute demo, we will showcase Sia in action, from a simple customer inquiry handled autonomously in chat to a complex issue requiring intelligent escalation to a human agent. We'll highlight Sia's ability to seamlessly switch languages mid-conversation without losing context, ensuring a smooth and consistent experience for global customers. We’ll also show how Sia approaches a handoff to a human agent, summarizing conversation history and sending real-time suggestions to the agent to solve the issue faster. Get a firsthand look at how Sia goes beyond simple responses to provide an intelligent, end-to-end solution that drives efficiency and improves CSAT across linguistic barriers.

Attendees will learn:

• The end-to-end journey of an intelligent assistant from initial inquiry to resolution.
• How AI-powered solutions like Sia can seamlessly integrate into existing chat and email workflows.
• The tangible business impact of intelligent automation on both customer and employee experiences.

Sponsored by: Tecnomic Systems

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Bilal Siddiqui

Global Head, CCaaS Strategy and Transformation
Tecnomic Systems

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See how Copilot for Agents works right alongside your team – within their everyday workflows – to surface real-time knowledge, next best responses, automated summaries, and more. Then, go a step further with Mpower Agents, which move beyond assistance to action. They don’t just suggest what to do, they identify customer needs, guide the right steps, and execute tasks directly within the conversation to deliver real business outcomes.

Join Oscar Wolf, Senior Product Pre-Sales Engineer at NiCE, as he walks us through how Copilot for Agents and Mpower Agents can help your business harness the potential of agentic AI for more efficient, predictive CX capabilities.

Attendees will learn:

• How AI copilots can seamlessly integrate into existing agent workflows to provide real-time insights, recommendations, and automated summaries.
• The difference between assistive AI and fully agentic AI and how autonomous agents can identify needs and take action within live customer interactions.
• Practical examples of how agentic AI drives measurable CX outcomes, from faster resolution times to more predictive, personalized service delivery.

Sponsored by: NiCE

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Oscar Wolf

Senior Product Pre-Sales Engineer
NiCE

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CX Network research found that AI for backend operations is the number one trend impacting CX roles in 2025. AI agents go beyond automation, truly designing and optimizing processes. While traditional AI models are already supporting human decision-making, AI agents take this a step further, adapting dynamically and making decisions to meet defined business goals. In the context of retail, this can look like maximizing margins through dynamic pricing or coordinating with other AI agents to achieve sales objectives through scalable personalization. AI agents, unlike traditional automation, learn from outcomes and improve over time.

In this session, Armen Momejian, Head of AI Initiatives at ALDO Group, joins us to explain how he is leading the implementation of AI agents at the footwear giant, walking us through learnings to date. We will also delve into ongoing stakeholder and change management strategies needed to build trust when implementing this emerging technology and uncover best practices for continued success.

Attendees will learn:

• How AI agents differ from traditional automation by designing and executing their own strategies to meet business goals.
• Practical strategies for managing change, gaining organizational support and building trust in AI-driven decisions.
• Why high-quality and well-structured internal data is essential and how to prepare your business to harness AI agents effectively.

Armen Momejian

Head of AI Initiatives
ALDO Group

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This session will examine how organizations can move beyond rule-based automation to build multi-agent orchestration frameworks that optimize collaboration and service delivery. The discussion will explore the use of conversational BI agents and autonomous downstream trigger actions that proactively detect and address issues without human intervention—achieving faster resolution times, delivering tailored recommendations, and saving hundreds of thousands of work hours.

We will also highlight how an explainable agentic ecosystem can be designed with human oversight at key decision points to maintain trust and control. Attendees will see how AI-driven agents can uncover operational inefficiencies, generate tailored growth strategies, and streamline decision-making processes for faster, data-driven actions.

Attendees will learn:

• How to design and implement multiple AI agents to address complex, high-volume challenges with minimal human involvement.
• Methods to combine personalization at scale with explainable AI to secure trust and user adoption.
• Governance and access-control considerations when deploying agentic AI in enterprise environments.

Rajesh Sura

Head of Data Engineering & Analytics - North America Stores
Amazon

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