Emma Wardle

Director of Customer Service Operations UK&I Customer Servicing Experian

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

11:20 Fireside Chat: Is AI Eroding Critical Thinking in Customer Service Teams?

AI tools are transforming how agents handle customer interactions, providing prompts, summaries, and automated guidance. However, growing reliance on AI raises concerns about whether critical thinking and problem-solving skills may decline over time. This fireside conversation explores the emerging risks of over-reliance on AI and how organisations can preserve human capability while benefiting from automation.

Learning Objectives

• Understand risks associated with heavy reliance on AI support tools

• Discuss how automation affects agent skill development

• Examine strategies for maintaining human capability

Key Takeaways

• Viewpoints on balancing AI and human judgement

• Approaches to developing resilient, capable frontline teams

• Considerations for responsible AI integration in service environments

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

11:00 Contact Centre Leaders Meet-Up

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

Download The Latest Agenda

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