WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Shawn Wen
CTO PolyAI
Tuesday 12th May 2026 - Summit Day 1
4:05 PM PRESENTATION: BUILDING THE AGENTIC ENTERPRISE: AI, THE SAASPOCALYPSE, AND CX'S NEXT FRONTIER
Enterprises are shifting from software that supports work to agentic systems that do the work. This "agentic enterprise" is transforming CX, as AI agents understand context, take
action, and unify intelligence across interactions. As AI assumes real tasks, legacy tools built for human workflows will break down, driving a SaaSpocalypse that will reshape
operations and elevate customer conversations. The key challenge: maintaining customer trust. Shawn Wen, CTO of PolyAI, shares real-world case studies on building and scaling
trusted AI-driven CX.
y AI is shifting from supporting work to executing it, redefining how CX is delivered across the enterprise
y Legacy SaaS is breaking down, driving a "SaaSpocalypse" and elevating the importance of customer conversations
y Success depends on maintaining customer trust while scaling high-quality, AI-driven support
Check out the incredible speaker line-up to see who will be joining Shawn.
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