The Future of CX in an AI-Driven World Roundtable

As artificial intelligence reshapes the customer experience landscape, businesses face a pivotal question: how do you harness AI to drive meaningful, measurable improvements in CX — without losing the human touch that builds loyalty?

Topics on the agenda:

• AI adoption in contact centres & CX operations- Where are organisations in their AI journey, and what's working in practice?
• Balancing automation with human interaction- Defining when AI should lead, assist, or step back in the customer journey.
• Outsourcing models in an AI-first environment. How provider relationships and contracts are evolving as AI takes on more CX work.
• Measuring CX outcomes in an AI-driven model -New metrics, KPIs, and governance frameworks for the AI era.
• The workforce of the future - Reskilling, restructuring, and re-imagining CX teams alongside AI capabilities.