A CX leader's guide for AI adoption and impact

Co-written with Justin Robbins of Metric Sherpa, AI-Ready CX is a practical, 100-page guide for CX leaders navigating the fast-moving world of AI in CX, delving into innovations such as generative and agentic AI.

In this session, Mike Myer, CEO and founder, and Ejieme Eromosele, VP of Customer Growth at Quiq, will share insights on how to build the foundations for AI adoption that actually sticks, from change management and cultural readiness to data integrity and cross-functional alignment. Our discussion will delve into the key definitions, use cases and best-practice advice for navigating agentic AI implementation for CX benefits such as enhanced efficiency, personalization and customer engagement.

If you’re facing AI hesitation, unclear ROI, or a patchwork of disconnected pilots, this session will provide strategic clarity to move forward with confidence.

Attendees will learn:

• How to identify and prioritise AI use cases that align to tangible business value
• Why a strong change strategy is just as important as a strong data strategy
• How to build trust across teams and track meaningful impact from implementation to scaling