Erwin-Paul Bouma

Vice President Sales Europe + MEA & India Five9

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

12:20 Presentation: Scaling AI in CX: Earning Trust, Driving Better Outcomes

As organisations move from AI pilots to scaled deployment, success depends on trust - not just technology. This session explores how to embed trust across customers, agents, and the business through transparency, governance, and human-AI collaboration. Learn a practical framework to operationalise AI responsibly, improve customer outcomes, and build lasting brand affinity while preparing for the next wave of AI-driven engagements.

Learning Objectives

· Define and measure trust as a core KPI for AI in CX

· Apply a framework for responsible, scalable AI deployment

· Enable effective human-AI collaboration across teams

Key Takeaways

· Identify trust metrics to track AI performance across stakeholders

· Implement governance and collaboration models to scale AI effectively

· Improve CX outcomes through trusted, AI-powered interactions

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

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