• Explore how AI solutions such as case summarisation and knowledge-driven language models are enabling seamless, real-time translations across dozens of languages.
• Examine strategies for integrating unassisted solutions like chatbots with human support to effectively manage complex troubleshooting scenarios.
• Understand how to prioritise AI investments and tailor customer experience strategies to different customer profiles, including digital-first users who prefer self-service over traditional channels.
• Gain insights into how AI-driven service transformation can lead to measurable productivity improvements and increased customer adoption.

Market research forecasts that AI in customer service is expected to save businesses $80-billion globally by 2026, with 69% of customers expecting conversational AI experiences by a similar timeframe. With adoption of AI projected to accelerate – for customers and businesses – how can Contact Centre and Customer Service leaders ensure these practices are managed properly? 

• Discussing governance strategies to ensure ethical and responsible AI implementation 
• Exploring how to manage risks, including bias, compliance, and unintended consequences of AI 
• Aligning governance frameworks with organisational goals and customer expectations 
• Hearing from experts about balancing innovation with regulation in an AI-driven CX landscape