Victoria Jansson

This interactive session splits participants into focused groups, each tackling a critical AI governance challenge in CX. Each group will tackle a defined scenario, covering decision ownership, performance measurement, and risk control.

Group 1: Defining AI Decision Boundaries: Where should AI act autonomously versus support human agents in CX journeys?

Group 2: Establishing Meaningful AI KPIs: How should AI success be measured beyond cost reduction, including experience, trust, and risk?

Group 3: Assigning Accountability and Managing Risk: Who owns AI decisions, and how should risks be monitored across CX operations?

Learning Objectives:

• Develop clear governance guardrails for AI decision-making

• Define KPIs that reflect value, risk, and customer impact

• Establish accountability models for AI deployment

Key Takeaways:

• Governance guardrails for critical decisions surrounding AI

• Measurable KPIs aligned to business and customer outcomes

• Priority risks with a defined monitoring approach