Dan Wilson

Head of Customer Journey - Payments Nationwide

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

11:05 Debate: Agree or Disagree: Human Service Will Become a Premium Experience

As automation handles more routine interactions, the role of human agents is rapidly evolving. Some argue human support will become a premium service reserved for complex, high-value interactions. Others believe human accessibility must remain central to customer experience. This debate examines whether human service will become scarce and specialised or remain a core expectation for customers.

Learning Objectives

• Explore the evolving role of human agents in AI-driven service environments

• Understand arguments surrounding human interaction as a premium offering

• Assess implications for workforce planning and CX design

Key Takeaways

• Competing perspectives on the future role of human service

• Strategic considerations for balancing automation and human interaction

• Insights to inform workforce and service model design

Summit Day Two - Wednesday, 7th October 2026 [CET]

13:50 Panel Discussion: Managing Service in the Age of Instant Gratification

Customer expectations for speed and convenience continue to rise, driven by digital-first experiences and real-time service models. This panel explores how organisations adapt service operations to meet these expectations while maintaining quality, trust, and operational sustainability. Panellists will discuss practical approaches to balancing responsiveness with complexity, managing demand, and designing service experiences that meet evolving customer behaviour.

Learning Objectives

• Understand how rising expectations are reshaping service operations

• Gain strategies for balancing speed with service quality

• Compare operational responses to growing demand for immediacy

Key Takeaways

• Approaches to managing instant service expectations

• Lessons learned from adapting service operations

• Insights into balancing efficiency and customer satisfaction

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

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