Scott Cummings

Most CX leaders know where they want to go with AI. The gap is in getting there safely and at scale. This hands-on workshop helps leaders understand how AI governance maturity directly unlocks the ability to deploy agentic AI with confidence. Through a guided self-assessment and tiered framework, attendees will identify where governance is holding back their CX ambitions, build a prioritised action plan, and leave with the tools to make the case internally for what comes next.

Learning Objectives:

• Understand how AI governance maturity maps to CX performance, and where the gaps are most costly
• Identify which agentic AI use cases your brand is ready to scale, while maintaining mandatory human-escalation pathways
• Build the internal business case for advanced AI adoption by aligning governance requirements with measurable CX outcomes

Key Takeaways:

• A CX AI Governance Maturity Assessment to benchmark where you stand today
• A tiered use case framework, from basic AI assistance to autonomous agentic deployment
• A 90-day action plan to fast-track adoption and build the ROI case your leadership needs to see