George Xenoudakis

VP - Head of Banking and Financial Services - UK and Europe Sutherland

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

13:20 Workshop K: Designing Human-Led, AI-Powered CX Operations

AI has changed what's possible in the contact centre — but it hasn't made the design decisions easier. Organisations that moved fast to automate are now navigating a more complex challenge: where automation creates friction, where it displaces value, and how to rebuild operations that are both efficient and genuinely effective. This session moves past the debate and into the work. Drawing on Sutherland's experience delivering CX at scale across sectors and geographies, we examine how leading organisations are restructuring their operations around a clearer principle: AI handles volume and velocity; people handle complexity and consequence. Getting that boundary right is the difference between a contact centre that scales and one that struggles.

Learning Objectives

Identify where AI vs human intervention delivers the best CX outcomes
Apply a framework to design human-led, AI-supported workflows
Assess current CX operations for over or under automation

Key Takeaways

A framework for designing scalable, resilient CX operations
Guidance for balancing AI automation with human support
A clear model for scaling CX without sacrificing experience quality

Hosted by: Sutherland

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

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