Alex Keynes

Alex Keynes

Head of Product – Driver’s Experience Arrive
Alex Keynes

Alex is a passionate product leader with extensive experience across the tech, travel, and media industries. As the Head of Product for Driver's Experience at Arrive, Alex and his team are focused on simplifying drivers' lives through the EasyPark app, which boasts over 65 million yearly active users in more than 30 countries. He sees customer care as a core part of the driver's journey and is committed to pushing the boundaries of innovation to continuously improve the user experience.

Summit Day One - Tuesday, 7th October 2025 [CET]

14:35 MASTERCLASS: BEYOND CSAT: THE FUTURE OF CUSTOMER EXPERIENCE WITH AI AGENTS

As customer expectations evolve, traditional metrics like CSAT are no longer the gold standard. Today’s leading brands are redefining what great member experience looks like - delivering instant, personalised, and brand-aligned support at scale. 


In this masterclass, Max Lowenthal, Director of Agent Product Management at Decagon, will explore how Decagon’s AI agents are reshaping the support landscape. He’ll introduce the Agent Operating Procedures (AOPs) framework - Decagon’s unique system for designing and deploying AI agents that are fast, flexible, and fully under your control. 


You’ll learn how companies use AOPs to ensure their agents respond with the same care, clarity, and precision as a human - while staying on-brand and driving measurable outcomes. 

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

Download The Latest Agenda

In Partnership With:

CCW Europe Digital

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 1135 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk

Iqpc Icon

©2025 IQPC. All rights reserved.