Day One - 2 June, 2025

Implementing AI in high-trust environments comes with unique challenges. The BBC is using AI to create personalized learning experiences for young audiences, augmenting learning with an AI tutor that mimics the benefits of one-on-one tutelage. This is transforming passive content consumption into interactive, adaptive engagement.

In this session, Jon Howard, Executive Product Manager (Generative AI, AI and Innovation) at the BBC will share how the BBC is addressing the same challenges that many CX leaders face, namely how to deliver hyper-personalized experiences at scale while maintaining trust, accuracy and security.

Attendees will gain insights into balancing AI innovation with customer safeguarding, how to prove AI effectiveness to stakeholders, and how to preserve trust when deploying end-user-facing AI. 

Attendees will learn about:

• Enhancing user interactions: Leveraging real-time feedback, adaptive learning and AI-driven content personalization to improve engagement
• Maintaining trust and transparency in AI: Best practices for maintaining user confidence when introducing AI into high-stakes environments.
• Earning stakeholder buy-in for AI initiatives: Insights on proving the effectiveness of AI tools through benchmarking and testing.

Jon Howard

Executive Product Manager, Generative AI, AI & Innovation
BBC

See Bio

AI-driven CX thrives on high-quality data but many organizations struggle with data governance, inconsistencies, inaccuracies, silos and incomplete records that can impact their ability to implement AI effectively. In fact, challenges around data have emerged as a recurring theme in CX Network research, with insufficient customer data, siloed internal data and creating actionable insights from data all being cited. Data centralization and unification solutions are, unsurprisingly, a key spending priority for CX Network members, with as many as 41 percent expecting spending to increase in 2025.

In this session, we will explore how organizations can prepare their data for AI-rollout, enabling increased efficiency, decreased costs and improved CSAT and ESAT across the customer journey. We will explain how, through robust data governance and the right data unification partner, brands can get their data in order and rollout AI with the highest chance of success.

Attendees will learn:

• Best practices for high quality data: How to improve data quality and governance to drive better AI outcomes.
• Choosing the right partner: How to decipher the vendor market for data unification and centralization solutions.
• Scaling your data strategy: How to align data preparation with long-term AI and CX goals to ensure sustainable success.

Agentic AI is taking the CX world by storm. Unlike traditional AI, which relies on prompts and pre-defined rules, agentic AI can act autonomously and adapt to complex tasks. CX Network’s latest research found that AI-powered technologies for operations is the top trend affecting CX roles in 2025.

Agentic AI can handle customer queries and proactively solve customer problems end-to-end. The opportunities for CX initiatives are huge, with cost saving, increased efficiency and reduced time to serve all possible.

In this session, we will delve into agentic AI and explain how CX teams can tap into the new technology to improve CX.

Attendees will learn:

• What makes AI ‘agentic’: Understand how agentic AI differs from traditional AI, with autonomous decision making without human intervention
• Enhancing self-service with autonomous AI agents: Explore real-world use cases where agentic AI is implemented in backend operations and in CX to improve resolution rates and personalize interactions while reducing friction along the customer journey.
• Future-proofing CX with adaptive AI systems: Learn how agentic AI continuously learns from interactions and refines decision making.

Data literacy remains a challenge for many organizations, with teams not trained in interpreting complex data, or overwhelmed by huge volumes.

Getting co-workers excited about data starts with showing them the value it brings to their roles and the company as a whole.

Cultivating a culture in which curiosity thrives and creativity is encouraged unlocks the potential to uncover new, actionable insights to drive innovation across the customer journey. In this session, we will explore how to train, motivate and inspire teams to think differently about data and utilize it effectively to uncover CX innovation opportunities.

Attendees will learn:

• Making data accessible and engaging for all teams: Learn strategies to demystify data, simplify insights, and help non-technical teams see the value of data in their daily roles.
• Building a culture of curiosity and data-driven thinking: Discover how to encourage exploration, questioning, and cross-functional collaboration to unlock new CX opportunities.
• Turning data into actionable insights: Explore practical methods for identifying key customer trends, reducing data overwhelm and translating insights into impactful CX improvements.

Walmart Mexico, as Mexico’s leading retailer, serves millions of customers across diverse socio-economic backgrounds and multiple retail brands. With vast amounts of customer data, Walmex faced a challenge: how to unify huge amounts of data to form a deep understanding of customers and drive true customer-centricity throughout the organization. It was from this challenge that the Customer Office was born to centralize insights and break down silos while driving customer-centric, data-backed business strategies.

In this session, Montserrat Padierna, Customer Knowledge and Experience Lead at Walmart Mexico’s Customer Office, will share how Walmart’s largest international subsidiary takes an agnostic approach to data, integrating internal and external sources to build a deep understanding of customer behavior and illuminate pain points in CX. We will explore how this approach allows Montserrat and the CX team to drive customer-centricity across the business and deliver real improvements for customers.

Attendees will learn:

• Bridging the gap between data and customer-centric strategy: Learn how Walmex translates insights into action, ensuring data serves real customer and business needs.
• Breaking down silos to democratize customer insights: Uncover how Walmex overcame internal challenges to transform customer insights and make customer data accessible across departments.
• Driving CX innovation with an agnostic approach to data: Understand how Walmex leverages diverse data sources to uncover customer pain points and prioritize CX innovation

Montserrat Padierna

Customer Knowledge & Experience CoE Lead
Walmart Mexico

See Bio

AI is undoubtedly revolutionizing CX, yet some organizations struggle to scale beyond isolated use cases. Despite its potential to enhance efficiency, cut costs to serve and increase personalization barriers such as integration challenges, data quality issues, evolving regulations and internal resistance continue to be a challenge.

In this interactive post-event virtual roundtable discussion, attendees and CX leaders will come together to share insights, debate roadblocks and explore troubleshooting for accelerating AI adoption at scale. This is a unique opportunity to be face to face with industry peers to reflect on key takeaways from the day’s sessions and collaborate on strategies to unlock AI’s full potential in CX.

Discussion points:

• Common roadblocks to AI implementation: Identifying the biggest obstacles, from data limitations to organizational buy-in, that prevent AI from scaling across CX functions.
• Bridging the gap between pilots and full-scale deployment: Lessons from brands that have successfully moved AI beyond experimentation to enterprise-wide impact.
• The future of AI in CX: Exploring the next steps for businesses looking to overcome adoption challenges and fully embed AI into their customer experience strategies.