• Explore the importance of aligning AI initiatives with your organisation's core values and customer-centric approach to ensure ethical and effective implementation 
• Understand how to foster a culture of innovation that encourages collaboration between technology teams and business units, facilitating seamless digital transformation 
• Learn from real-world examples of how business leaders have navigated the challenges of AI adoption, balancing technological advancements with the human touch that defines their customer relationships 

In a year defined by rapid change, contact centre agents are the unsung heroes of customer service. With new technology and expectations emerging daily, agents are stepping up, adapting, and transforming faster than ever before. This session brings you into the world of contact centre agents as they reflect on the personal and professional shifts they've undergone. This session offers an unfiltered look at how agents are navigating this shift, their triumphs, their struggles, and the emotional resilience required to keep customers satisfied in a world of constant change. Hear directly from the agents who are at the heart of customer service and learn how they’re facing change in their roles every single day.

• Explore how AI-powered tools, from chatbots to workflow automation, are transforming the way brands engage with customers at scale 
• Learn how leading organisations are blending automation with human insight to create seamless, emotionally resonant experiences 
• Uncover the future of intelligent CX, from predictive journeys to agentic AI, and what it takes to lead this change