WELCOME TO THE CCW UK EXECUTIVE EXCHANGE MARCH

2 - 4 March 2027 | London, UK

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Benjamin Cheadle

Customer & Marketing Analytics Head Jaguar Land Rover

Agenda Day One

11:25 AM SESSION C: FROM AI ASSISTANTS TO AI DECISION-MAKERS: BUILDING THE NEXT GENERATION OF CUSTOMER AGENTS

]As AI moves beyond productivity and support, organisations are considering where intelligent agents could interpret customer needs, determine next-best actions and shape experiences. Drawing on JLR's approach, this discussion examines how organisations can define the roles agents will play across the customer journey, decide which capabilities to build or source through partners, and prepare for a future in which AI increasingly influences customer choices. It will also address the technology and operating foundations needed to evolve alongside agentic capabilities.

Defining clear roles for different customer-facing agents
Turning customer signals into relevant next-best actions
Choosing what to build, where to partner and how to scale

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

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