Artificial intelligence is advancing at extraordinary speed, opening up new possibilities for customer engagement, service automation, and operational efficiency. Yet the pace of technological innovation is creating its own strategic questions: how can businesses translate these capabilities into measurable value, stay in lockstep with changing customer expectations, and give customer experience a stronger voice in corporate decision-making?
Returning as host of the CCW Europe Summit for a second year, Maryam Moshiri – Chief Newsreader at BBC News – reflects on the conversations and innovations that caught her attention. She shares her perspective on the growing influence of AI, the commercial standing of customer experience, and the implications of technology moving faster than organisations can adapt.
Key themes:
- How AI is evolving beyond experimentation into practical applications across the customer experience
- Why customer leaders must demonstrate the economic contribution of CX and secure a more prominent role at board level
- What the widening gap between technological progress and enterprise readiness means for the future of business
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