As automation reshapes service delivery and customer needs become more complex, organisations are rethinking the role of customer experience. No longer seen solely as a support function, CX can be a critical driver of customer experience and business performance. 

The presentation will explore how operating models are evolving and how work can be continuously improved, while keeping people at the centre of transformation. As AI and automation are introduced, the focus is on supporting teams through change, maintaining culture and ensuring the quality of customer experience continues to improve. 

• Evolving operating models and workflows to support AI-enabled, high-complexity service 
• Enabling people-led transformation while maintaining culture and engagement through change 
• Supporting teams to adopt new technologies and deliver consistent customer outcomes 

As operating models evolve and the introduction of AI increases, workforce readiness is becoming a critical barrier to successful transformation. This panel explores how CX leaders are equipping teams

• Identifying and closing critical capability and skills gaps
• Building confidence and overcoming resistance across frontline teams
• Redefining workforce models to support sustainable, AI-enabled operation