Day Two - 3 June, 2025

Generative AI offers so many opportunities in CX and customer service. From automating responses to enhancing self-service capabilities to assisting agents in real time, organizations globally are racing to implement the technology. There are several key considerations in this. Balancing automation with human interaction, maintaining high quality service levels and limiting hallucinations and potential for reputational damage are among these.

In this session, CX experts from diverse industries will meet to discuss their experiences with generative AI in customer service, candidly addressing the highs and lows and exploring best practices for implementation and scaling.

Attendees will learn:

• The real-world impact of generative AI in customer service: How brands are using AI to improve response times, automate workflows and enhance agent productivity.
• Balancing automation with human-centric CX: Where to deploy AI and where you need human oversight to create seamless customer service workflows.
• Navigating challenges and risks: Understanding the limitations of AI, mitigating hallucinations and aligning AI deployment with company values.

CX Network research found that 46 percent of practitioners strongly agreed that data privacy and security is becoming more important to customers and 42 percent said they expect spending on cyber security to increase this year. Additionally, global privacy and data regulation laws are constantly evolving and differ between regions. With this, coupled with increased awareness of how data is collected and used, compromising on customer data security and privacy is simply not an option for brands who seek to retain trust and integrity.

In this session, we will explore the intersection of AI, data, privacy and security to explain how brands can elevate CX while retaining consumer trust and saying within regulatory frameworks. We will explore risk-aware AI policies and how to implement secure data management practices.

Attendees will learn:

• Mitigating security risks in AI implementation: Understand potential vulnerabilities and get to grips with data security.
• Ensuring compliance and privacy regulations: Explore strategies to align with regional data privacy laws.
• Building a robust data governance framework: Learn how to establish internal policies and auditing processes to safeguard customer data.

While many businesses and CX practitioners are eager to capitalize on the many opportunities provided by AI, successful implementation goes beyond adopting new technology. Strategic alignment, integration with existing platforms and cross-functional collaboration, with a firm focus on real business impact, are all essential for AI success.

In this session we will explore how to integrate AI into current CX operations, discussing everything from how to identify [MM1] use cases to getting the team on board and integrating with existing technology platforms. Learn how to avoid common pitfalls and create an AI in CX strategy that works.

Attendees will learn:

• Identifying the right use cases for AI in CX: Understand where the most value lies, from automating backend tasks to enhancing customer interactions.
• Ensuring smooth implementation and adoption: Discover the framework for choosing the right solution and integrating it into your current systems and workflows.
• Measuring success & continuous improvement: How to track AI adoption and impact on CX to enable refinement and optimization.

As AI implementation continues to be a priority for CX leaders, as demonstrated by CX Network’s own research, many want to know how to use it to enhance, rather than replace, real human interactions. But how can brands ensure they are looking beyond the hype and focussing on what truly matters: how it impacts customers. AI can be a tool for strengthening engagement, not just automating processes. Brands that understand this and use AI to improve human interactions will be the standout winners in an evermore competitive landscape.

To get AI in CX right, organizations need more than just raw data, they need Customer Experience Intelligence (CXI). The most successful businesses do not rely solely in analytics, but combine this with observing, interviewing and analyzing customer behavior to get a complete picture. In this session, Jeofrey Bean, CX expert, author, trainer and consultant, will break down how to use AI effectively by combining it with human expertise to ensure every customer interaction feels intentional and valuable.

Attendees will learn:

• Taking a portfolio approach: Learn the basics of CXI and, combining data with real human insights
• Understanding customer behavior: Why observation, real-time feedback and customer research are critical for an informed AI in CX strategy.
• Human-centred experiences: Uncover how to move beyond basic automation and use AI paired with human expertise to create more meaningful customer experiences.

Jeofrey Bean

CX Expert, Author, Consultant and Teacher
Del Mar Research CX Training

See Bio