| PANEL DISCUSSION |

Embracing New AI-led CX Frontiers: Opportunity, Risks & Frameworks 

• Unpacking the use cases and opportunities for CX innovation and efficiency – where can Gen AI add most value? 
• Analysing the risks, governance and ethics frameworks required and key things to consider 
• Addressing change-management challenges and getting employee buy-in on an AI-Human harmonious workforce 

| CASE STUDY |

Customer-centric AI: Keeping your customers at the heart of innovation

• Discussing the ethical implications of AI in customer interactions and prioritising privacy, transparency and fairness
• Using AI powered personalisation to enhance the customer journey
• Gathering and incorporating customer feedback to refine AI algorithms and improve service delivery