As AI grows in influence and important across industries, organization are grappling with how best to govern AI initiatives. In fact, CX Network’s research found that as many as 48 percent of network members do not have an organization-wide approach to generative AI best practice and governance.

It is in this context that the role of a Chief AI Officer (CAIO) is emerging as a solution. A CAIO can focus entirely on AI deployment and usage across an organization and is uniquely placed to ensure ethical deployment and track effectiveness of AI.

A CAIO may not be right for every organization, however, with most at this point still preferring to integrate AI governance into existing leadership roles.

This session will assess the trend of appointing CAIOs and delve into the key considerations an organization must address to discover if this is the right move for them. Attendees will learn about the key responsibilities of a CAIO, the types of organizations that benefit most from this role, and alternative approaches for managing AI governance and deployment.

Attendees will learn:

• Understanding the role of a CAIO: Uncover the responsibilities of a CAIO and how the role differs from other, similar roles such as Chief Information or Chief Technology officers.
• Assessing organizational need: Understand the benefits of appointing a CAIO and decide whether an appointment  is the right move for your business.
• Alternate governance strategies: Explore other ways to get a handle on AI in your organization through cross-functional teams or adding  the responsibility of AI governance to a pre-existing role.

While chatbots are the most well-known application of AI in CX, they are just the tip of the iceberg. Predictive analytics, real-time customer sentiment analysis, hyper-personalized marketing and automated workflows also hold huge potential to transform CX.

It’s just part of the reason why AI dominates the investment priorities of practitioners in 2025. CX Network’s research found that automation of CX and service functions, AI/ machine learning (ML) for operations and data insights and analytics featured alongside conversational AI chatbots and virtual assistants in the top 10 list of investment priorities for CX teams this year. Furthermore, 56 percent ultimately expect AI spending to increase in 2025.

In this session we will explore the many applications of AI beyond chatbots to streamline operations, improve visibility into customer journeys and ultimately improve CX.

Attendees will learn:

• Unlocking AI's potential: Discover cutting-edge applications of AI in CX, including predictive modeling, sentiment analysis, and workflow automation.
• Enhancing personalization: Learn how AI can help deliver hyper-personalized experiences and recommendations at scale without sacrificing authenticity.
• Strategic integration: Explore how to seamlessly incorporate AI into your CX strategy while maintaining a balance between automation and the human touch.

While AI is proliferating and business leaders increasingly seek to implement it in CX strategy, customers and CX professionals alike harbor concerns over customer data security and privacy. Customers are increasingly demanding transparency in AI and data use, with just under two fifths of CX practitioners telling CX Network that awareness of how AI works and uses their data is a key customer behaviour trend affecting CX strategy in 2025. In fact, when we asked if they had taken additional measures to increase the security of the customer data they hold, 78 percent of practitioners said yes.

This section will delve into the intersection between AI, ethics and customer trust, focusing on the need for transparent AI usage. We will showcase actionable governance frameworks to help attendees stay ahead of increasing regulations and safeguard consumer trust and brand reputation.

Attendees will learn:

• Building ethical AI: Understand how to ensure that AI deployments prioritize security, privacy and transparency.
• Data privacy and security: Explore strategies for managing sensitive customer data responsibly and safeguarding against breaches or misuse.
• Trust as a competitive edge: Learn how ethical AI practices can strengthen customer relationships and differentiate your brand from competition.

Once organizations have selected the vendor and right AI tool for their needs, they must focus on how to get the most out of the partnership. Collaboration, alignment and long-term ROI are key considerations when partnering with vendors.

In this interactive AMA session, our expert will take audience questions about how to ensure 3rd party partnerships are as successful as possible. From evaluating vendor capabilities to navigating contracts and ensuring seamless integration, our expert will give valuable advice on the issues that matter most to you, our audience. Whether you're just starting your AI journey or looking to optimize an existing partnership, gain actionable insights to strengthen your vendor relationships.