How to adopt a human-centric approach to AI
Strategies to personalize, scale, and future-proof your customer experience through human-centric AI
Artificial Intelligence in customer experience is no longer a future concept—it’s a present necessity. In this highly relevant session, Richard Winston, Senior Commercial Account Executive, and Denae Brookstein, Principal Solutions Consultant at Zendesk, guide CX professionals through the current realities of AI adoption in Australia and how to align emerging technologies with human-centric service design.
Drawing from Zendesk’s CX Trends Report, the session reveals key insights:
70% of consumers notice a growing gap between AI-enabled and non-AI-enabled companies
A 250% increase in shadow AI within organizations, indicating rapid, uncoordinated adoption
The session emphasizes the need for deliberate, people-first AI strategies that prioritize personalized experiences while optimizing operations. Through a mix of research, strategy, and real-world examples, attendees will learn how to integrate AI with empathy, enabling customer service teams to meet evolving expectations without losing the human touch.
Key topics include:
- A snapshot of AI adoption trends in Australia and what they mean for CX leaders
- Frameworks for implementing human-centric AI that drives engagement and loyalty
- Tools and strategies to gain competitive advantage by aligning AI with business goals
- Live examples and case studies showing the practical impact of AI on real customer journeys
