08.30 Registration, Informal Networking & GIC Opening Remarks
OPENING REMARKS
09.00 Morning Chair’s Opening Remarks
Valerie Bronson, Senior UX Content Strategist, Fidelity Investments
Keynote | AI Implementation
09.10 Cut Through The AI Noise: Identify The Use Cases That Actually Deliver ROI, Avoid The Pitfalls That Cost Others Dearly & Build An Implementation Roadmap That Works In The Real World
- Benchmark your organisation’s AI readiness honestly and identify the exact next steps relevant to your stage without wasting resource on initiatives that won’t land
- Examine the use cases that have generated tangible returns: AI-assisted transcription, predictive routing and agentic workflows – and the ones that looked good on paper but failed in practice
- Understand why the most successful implementations complement human judgment rather than replace it, and how to communicate that distinction compellingly to a sceptical board
- Leave with a prioritised shortlist of quick wins you can implement within 90 days without major capital investment or a full-scale technology overhaul
Su Mawdsley, Group Head of Compliance & Customer Experience, Chapelhouse Motor Group
Panel Discussion | AI In Practice
★ NEW FOR 2026!
09.30 From Pilot To Production: Real Organisations Share What Actually Happened When They Deployed AI In Customer-Facing Operations – Including What Went Wrong!
No polished PR. No vague future-state visions. This candid panel brings together practitioners who have lived through AI implementation – from the wins to the expensive missteps – so you can learn faster and fail less.
- Hear first-hand accounts of AI rollouts in contact centres, onboarding flows and self-service environments – what the metrics looked like before, during and after
- Understand the governance and data-quality issues that derailed deployments and the organisational changes needed to course-correct
- Interrogate the ROI question: which AI investments paid back, which did not, and how to build a credible business case that will survive CFO scrutiny
Ellina Morits, Principal UX Designer, Flutter International
Paul Gernon, Head of Customer Service, Travelodge Hotels Limited
Fireside Chat | The Balance Between Automation & Human Intervention
★ NEW FOR 2026!
10.00 Empathy Or Efficiency: Balance AI, Automation & Human Interaction To Deliver Experiences That Feel Fast, Frictionless & Emotionally Intelligent
Hear how Nationwide have amplified customer-centricity within it’s colleague base by embedding it’s ‘mutual model’ within the very core of its strategy.
From building more meaningful insight, to embedding a customer journey mindset, and encouraging all colleagues to feel what customers feel, this session will cover the steps Nationwide has taken and the benefits it is seeing.
- Navigate where brands should prioritise efficiency and where human touchpoints still matter most as automation accelerates
- Deep dive into high-emotion, high-value and high-risk interactions where empathy, judgement and trust remain critical differentiators
- Uncover how AI copilots and automation tools are empowering frontline teams by surfacing customer context and enabling employees to focus on high-impact interactions
- Leverage practical frameworks to decide when automation enhances CX and when over-automation risks triggering disengagement
Elaine Taylor, Product Owner – CX Platforms, Tesco Bank
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