Beyond efficiency – Getting your organization ready for AI-driven CX

AI is everywhere but most organizations are still scratching the surface when it comes to using it to improve the customer experience. It’s easy to focus on quick wins like automating tasks or speeding up processes, but the real opportunity lies in using AI to solve bigger problems and deliver real value to customers

In this panel, Jessica Carroll and Srinivas Sandiri, tech experts with vast experience in CX and CIO roles across different industries, will share their perspectives on what it takes to move beyond pilots and shiny tools, and build the kind of organizational foundation where AI can actually thrive and deliver value for customers and businesses alike.

From aligning data and systems to getting internal buy-in and leading through change, this conversation will explore what’s really needed to turn AI from a cost-saver into a customer experience game-changer.

Attendees will learn:

• Where AI can make the biggest impact beyond process efficiency and how to find the right use cases.
• Why clean, connected data is the real starting point and what’s holding most teams back.
• How to bring the business along: practical ways to lead change and embed new tools into the culture.