Welcome to the CCW UK EXECUTIVE EXCHANGE

2 - 4 November 2026 | London, UK

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Deepa Dorai

Global Customer Success Director Direct ATPI

Day 2 - Enabling Change

9:25 AM PANEL DISCUSSION: DEFINING THE ROLE OF AI AND HUMANS: WHERE AUTOMATION ADDS VALUE AND WHERE PEOPLE MATTER MOST

CX leaders are facing tougher decisions about where automation genuinely improves outcomes and where human intervention remains essential. This panel explores how organisations are defining the

right balance between efficiency and empathy, and how they are embedding human judgement into increasingly automated environments.

Where AI delivers clear value across service, sales and support and where it falls short
Designing "human-in-the-loop" operating models that protect CX quality and trust
Governance, escalation and accountability in AI-supported environments
What leading organisations have learned from getting the balance wrong

Check out the incredible speaker line-up to see who will be joining Deepa.

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