CVS I Responsible AI & bias in CX: From theory to practice

With generative AI and ML systems becoming involved in more customer touchpoints, responsible AI isn’t just a governance checkbox but a business essential, with CX Network research finding that 43 percent of consumers expressed concern around AI ethics.

This session pairs insights from retail and regulated healthcare ecosystems to illuminate how responsible AI strategies differ by context, from mitigating bias in recommendation systems to building compliant, customer-centric data governance strategies. Our speakers will explore where bias creeps in, how to define appropriate guardrails, and why responsible design must be embedded into product and operations from the beginning.

Attendees will learn:

• What responsible AI really means in practice beyond high level principles.
• Approaches for embedding compliance and transparency into customer facing systems.
• How to balance rapid innovation with risk mitigation in diverse industry contexts.