As AI continues to reshape customer expectations, many organisations find themselves unsure where to start - or how to scale beyond early-stage pilots. When the AI strategy is still evolving, the real question becomes: who can you trust to help you move forward, without taking over the journey? This session explores how TP supported TUI in navigating their transformation - not through a ready-made AI playbook, but by cultivating the right conditions for innovation to emerge. 

This story is of enablement, not ownership - and talks about how real innovation happens not just through advanced platforms, but when empathy, autonomy and AI are aligned to the client's pace and vision. When the organisation is truly ready, the very foundation of trust and co ownership paves the way for AI adoption at scale. 

Key learnings: 

• Why many organisations struggle to scale AI in CX and what to do when your strategy is still taking shape 
• Creating space for clients to lead their innovation journey while offering scalable support 
• Lessons on partnership driven innovation vs. supplier led AI enablement 
• Laying the groundwork for future AI initiatives built on openness and shared ownership