WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Adam Miles
Global Service Delivery Director PearsonMonday 11th May 2026 - Workshop Day
11:05 AM WORKSHOP D: FROM STRATEGY TO REALITY: AI AGENTS THAT IMPROVE CUSTOMER JOURNEYS
Most AI agents impress in demos but fall short across real customer journeys. In this workshop, Sierra shares lessons from deploying AI agents in live CX environments: what works, what fails, and how leading teams close the gap. Through real examples, we'll explore how to design, test, and improve AI agents so they deliver consistent, high-quality experiences across the end-to-end customer journey.
Learning Objectives
- Identify where AI agents break down across real customer journeys
- Understand how to design AI experiences that improve end-to-end CX
- Learn how to continuously optimise agents based on real customer interactions
Key Takeaways
- A clearer view of how AI agents impact (and often disrupt) customer journeys
- Practical ways to improve journey consistency, resolution, and customer satisfaction
- A framework for using AI to enhance, not fragment, the end-to-end customer experience
Hosted by Sierra
Check out the incredible speaker line-up to see who will be joining Adam.
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