AI isn’t here to replace you, it’s here to help you. In this session, discover how AI can make your job easier, not harder, by handling repetitive tasks, giving you real-time support, and freeing you up to focus on what really matters: meaningful customer interactions. We’ll address common fears about AI, show how it can boost your confidence and skills, and explore how it helps you deliver faster, more personalised service - without losing the human touch.

As artificial intelligence continues to transform industries, understanding the UK's regulatory framework becomes paramount for customer management leaders. In this exclusive fireside chat, Emily Darlington - British Labour Party politician and Member of Parliament - a key figure in shaping the UK's AI policies, offers an insider's perspective on the evolving landscape of AI regulation. Drawing from her active role in the Science, Innovation and Technology Committee, Emily will discuss the UK's strategic vision for AI, the implications for customer service, and how businesses can navigate the complexities of compliance while fostering innovation. Gain valuable insights into forthcoming regulatory shifts and learn how to position your organisation to thrive in the era of AI-driven customer engagement.

• Hear firsthand stories from contact centre agents about the challenges and triumphs they face daily in their roles.
• Discover how agents have adapted to the rapid changes in technology and customer expectations and how they contribute to customer satisfaction and loyalty through expertise, empathy, and innovative solutions.
• Gain an insider’s perspective on the dynamics of handling customer interactions, from routine queries to complex problem-solving, and the emotional resilience required. 

• Explore the key steps to creating an AI-first contact centre that empowers both agents and customers. Learn how to integrate AI tools into your existing systems to enhance every interaction, from self-service to agent-assisted support.
• Delve into how AI-powered tools support agents by offering real-time data, insights into customer preferences, and emotional intelligence, allowing agents to deliver more personalised and impactful service.
• Understand the measurable benefits of AI in customer service, from reducing operational silos to streamlining workflows, and learn how to track the ROI of AI.

• Dive into how Agentic AI is actively reshaping customer service today, setting the stage for long-term competitive advantage.
• Discover how autonomous AI agents can work alongside humans to focus on complex, high-value interactions, fostering efficiency and improving customer satisfaction without sacrificing personal touch.
• Learn how integrating Agentic AI can streamline operations, reduce costs, and improve ROI, positioning your business ahead of the curve.