Supported by
AI can make life easier for customers. But how do you decide where it belongs in the customer journey, where people are still essential and what needs to be in place to protect trust? Join us for a practical look at putting AI in front of customers, with perspectives from Westminster City Council, Zopa, Simplyhealth, UK Power Networks and HMCTS, and honest conversation about what’s working and what takes more care.
We’ll explore how organisations are making support more accessible across channels, building trust through greater transparency and introducing Agentic AI into customer interactions. Alongside these real-world experiences, we’ll consider how to decide what to automate, manage the risks associated with AI and measure whether customers are genuinely benefiting.
We’ll also look at what comes next. Could AI help us prevent the problems customers contact us about? And what happens when a customer sends their own AI bot to talk to your organisation? Expect practical ideas, fresh perspectives and open conversation with peers. You’ll leave with a clearer view of the decisions to make before putting AI in front of your customers.
Hear the latest news and updates on the CCMA and what to expect from the day.
Hear how Westminster City Council transformed customer contact around better outcomes, using AI to give residents faster, more accessible and personalised support across WhatsApp, webchat, email and phone. Discover how user research shaped the service, simple enquiries were automated, and human support remained available where it matters most for customers.
How do you maintain trust, empathy and confidence if AI takes on a greater role in customer journeys? Dan chats about Zopa’s approach to deploying AI in customer-facing experiences, the lessons learned along the way, and the principles guiding decisions about when customers want AI and when they want people.
Implementing AI in the voice channel is not a one-time project, it’s a continuous journey of learning, refining and improving. Simplyhealth shares its experience of deploying AI in customer conversations, the successes and setbacks encountered along the way, and the lessons learned from evolving the solution to deliver better outcomes for customers and the business.
Not every customer interaction should be automated. This session explores how to identify where AI, including Agentic AI, creates value, where human intervention remains essential, and how to design experiences that customers trust. Chris will talk about the key decisions, risks, measures and governance approaches that underpin successful customer-facing AI deployments.
For decades, customer service has existed to help customers solve problems. AI creates an opportunity to prevent problems from happening in the first place. This conversation explores the shift from reactive service to predictive and proactive experiences, what it means for contact centres and how organisations can rethink the role of customer operations.
Hosted by Leigh Hopwood with:
What happens when AI becomes your customer? As consumer AI assistants begin booking appointments, resolving issues and interacting with organisations on behalf of people, customer operations face a new challenge. Leigh will be asking what is emerging, how quickly it may develop and what organisations should be doing now to prepare.
