Global Conversation: Building World-Class Customer Experience with AI - Virtual
Virtual
10:00am to 11:00am // 15 July 2026
Register now
Our Global Conversation series invites Members to explore and debate the opportunities and challenges facing our industry on a global level, from the economy to brand growth, sustainability, D&I, AI or any of the other pressing issues affecting our community right now.
This session focuses on world-class customer experience. With AI accelerating and automation expanding, the customer landscape grows more complex by the day. But despite this, the key to getting CX right remains unapologetically human.
Venue
VirtualDate
15 July 2026Time
10:00-11:00am BST | 1:00-2:00pm GST | 5:00-6:00pm SPT/HKT | 5:00-6:00am EDTDress Code
Smart CasualIn a world where AI is transforming how brands are discovered, evaluated and chosen, how do we ensure that technology enhances rather than erodes the experiences that build lasting customer loyalty?
Craig Inglis, our Global Chair, will set the scene exploring how AI and large language models are changing marketing and brand visibility. He'll be joined by Peter Cross, customer behaviour expert, retail consultant and author of Start with the Customer, for a candid conversation about what customers expect today and what it takes to deliver world-class experience in an age of automation.
They’ll cover:
- How the rise of agentic AI is reshaping the customer journey and what that means for marketers
- Why the balance between automation and human service is one of the defining tensions of our time
- Why employee experience and customer experience are two sides of the same coin
- How understanding customer feelings, not just customer data, remains at the heart of great brands
Then we’ll move to a live, interactive discussion giving Members the chance to share ideas, hear different perspectives and explore what changing customer expectations and emerging technologies mean for their own organisations.
what to expect
A clearer view of AI's impact on CX
How large language models and agentic AI are changing how brands are surfaced, trusted and chosen and what that means for your brand and business
Practical insight from a leading customer expert
Candid insights from Peter Cross on what great experience looks like and what businesses must do to keep pace
A fresh perspective on the human-technology balance
Why the brands that win are those who stay closest to their customers' feelings, needs and expectations
Practical ideas you can apply
Fresh thinking and tangible approaches to take back into your organisation to elevate customer experience and future-proof your brand.
CPD Learning Objectives
Hours
0.45 hours
This session qualifies for 0.45 hours of self-declared CPD learning. Please check with your professional body if this activity qualifies under your scheme and retain this summary as confirmation for your CPD records.
By the end of this session, participants will be able to:
1) Evaluate how AI, large language models, and agentic AI are reshaping customer journeys, brand visibility, and customer decision-making in order to better prepare organisations for future customer experience challenges.
2) Analyse the balance between automation and human interaction in customer experience delivery, identifying strategies to maintain trust, loyalty, and meaningful customer relationships.
3) Explore the relationship between employee experience and customer experience, recognising how internal culture and engagement contribute to delivering world-class customer outcomes.
4) Develop a deeper understanding of customer behaviour by examining the importance of customer emotions, needs, and expectations alongside data-driven insights when building successful brands.
5) Apply practical insights and peer discussion outcomes to identify new approaches for enhancing customer experience, future-proofing brands, and responding effectively to changing consumer expectations and emerging technologies.
TICKETS & PRICES
INDIVIDUAL MEMBERS
Your ticket is included in your membership, please make sure you are logged in and then click on Book your ticket at the top of the page.
BUSINESS TEAM MEMBERS
This event is included in your membership, please make sure you are logged in and then click on Book your ticket at the top of the page.
NOT YET A MEMBER?
Our events are predominantly for our members but please register your interest (via the button at the top of the page) and one of our team will be in touch to confirm if a place is available.
SUBSCRIBERS/DIGITAL MEMBERS
This event is not available for your tier of membership, consider upgrading by contacting [email protected]
THE FAQS
What conferencing platform do we use?
All our virtual events are conducted over Zoom
Will the session be recorded?
If our speakers allow the session will be recorded and made available for Members who booked onto the session
Do you offer discounted or special tickets for people currently between roles?
Yes - we offer a limited number of Sospeso tickets for individuals who are between roles and exploring their next steps. If this applies to you, please don’t hesitate to get in touch.
