Angela Read Downes

Senior Director of Customer Management NiCE Cognigy

Summit Day One - Tuesday, 6th October 2026 [CET]

8:55 Panel Discussion: Evolving Service Models for an AI-Augmented Future

Customer service is being reshaped by AI, changing how organisations operate, scale, and deliver value. This discussion explores how leading organisations are rethinking service models, moving beyond automation to redesign workflows, roles, and performance metrics. Gain a forward-looking perspective on how service operations are evolving, what capabilities will define high-performing teams, and how to adapt strategies to meet rising customer expectations in an AI-augmented environment.

Learning Objectives

• Understand how service models are evolving with AI

• Explore shifts in roles, workflows, and performance expectations

• Identify priorities for future-ready service operations

Key Takeaways

• A clearer view of how customer service is evolving

• Strategic considerations for adapting service models

• Strategies for operating in AI-augmented environments

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

Download The Latest Agenda

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