As AI becomes more embedded in customer experiences, the challenge isn't just about what we automate - but how and why. This discussion will explore how to balance efficiency with empathy, embed ethical guardrails from the start, address risks like bias and over-personalization, and design authentic, human-first moments within tech-driven journeys.

Key Discussion Points:

• Striking the right balance between automation and the human touch
• Ethical guardrails and governance
• Identifying and mitigating risks such as bias, hallucinations, and over-personalization
• Designing authentic, meaningful moments within tech-enabled experiences