Maryam Moshiri

• Identify the key forces reshaping customer service
• Understand how AI and personalisation are changing service delivery
• Assess what it takes to turn new technology into better customer outcomes 

• Where customer service is heading and why
• The opportunities and challenges with using Agentic AI to deliver hyper-personalised service at scale
• What will it take to succeed in the future - deliver better experience, lower costs, and higher growth, all at the same time 

Customers adapt to new technologies and behaviours almost instantly, yet organisations can struggle to keep pace. Despite advances in tools, data, and automation, many companies remain constrained by legacy structures, cultural inertia, and slow decision-making. In this panel discussion, senior leaders reflect on the challenge of building organisations that can evolve at the speed of customer expectations – sharing lessons on enabling change, aligning leadership, and creating operating models that allow innovation without destabilising the business.

Learning Objectives

• Assess why organisational agility has become a critical challenge in CX transformation

• Compare leadership approaches that enable organisations to move and adapt faster

• Understand how companies balance innovation with operational stability

Key Takeaways

• Leadership perspectives on building more agile organisations

• Lessons on enabling transformation without disrupting operations

• Considerations for aligning culture, leadership, and structure to support change

• Recognise how organisations adapt customer experience strategies during geopolitical uncertainty
• Consider how leaders balance operational priorities with empathy and responsibility
• Explore approaches to supporting customers and employees during sensitive global events

• Perspectives on leading customer experience during complex geopolitical situations
• Insights into maintaining trust and consistency in times of uncertainty
• Lessons on aligning service, communication, and organisational response in evolving contexts 

• Unpack how the CX role is evolving within organisations
• Discover approaches to integrating CX across departments
• Evaluate leadership strategies for increasing CX influence

• Viewpoints on the future role of CX leadership
• Inspiration for achieving cross-functional alignment
• Considerations for strengthening CX governance

Customer service is undergoing a fundamental shift from cost-driven support function to strategic organisational capability. This panel explores how organisations are redesigning service operating models to create value, resilience, and insight. Speakers will discuss how service functions can become revenue drivers, intelligence hubs, and trusted customer advocates within the organisation.

• Examine how senior leaders translate customer ambition into a broader business strategy and transformation agenda
• Explore how customer priorities can influence strategic choices around investment, propositions, technology and organisational change
• Understand the leadership principles required to sustain customer-centric transformation at scale 

• Define the strategic role customer-centricity should play within an organisation's wider transformation agenda
• Identify where customer priorities can shape major business and investment decisions
• Develop a clearer leadership approach for embedding customer-centricity as a long-term organisational capability