Angela Read Downes

AI isn't replacing great customer service professionals, it's changing what great looks like. As AI takes on repetitive tasks, uniquely human skills such as curiosity, empathy, critical thinking, relationship building and leadership become even more valuable. This session explores how agents can use AI to elevate their performance, build the skills that set them apart, and position themselves for the next generation of roles.  

• A clear understanding of the human skills that will differentiate high-performing customer service professionals in an AI-powered environment
• Practical ideas for using AI to move beyond repetitive tasks and focus more time on complex, valuable customer interactions
• A roadmap for developing the skills, behaviours and mindset needed to progress from agent to future customer success, operations or CX leadership roles 

• Explore how AI is reshaping the role of the customer service professional and the skills that will become increasingly valuable
• Identify practical ways to use AI to enhance performance, decision-making, customer relationships and problem-solving
• Understand how building human and AI-enabled capabilities today can create pathways into future leadership and specialist roles 

This panel brings together customer leaders who began their careers on the frontline as they share pivotal decisions, setbacks, and lessons learned along the way. Designed to inspire and engage, this session invites open audience questions and honest reflections about ambition, growth, and building a meaningful long-term career in customer management, or beyond.

• Understand how service models are evolving with AI
• Explore shifts in roles, workflows, and performance expectations
• Identify priorities for future-ready service operations

• A clearer view of how customer service is evolving
• Strategic considerations for adapting service models
• Strategies for operating in AI-augmented environments