People | Process | Technology | Governance | Quality
For twenty years, we talked about the future of CX. Now we are standing in it. And the truth is, not everyone likes what they see.
AI was meant to be the great promise. Faster, smarter, more efficient. For some organisations, it delivered. For others, the promise collapsed the moment it met real customers, real processes, and real constraints.
The debate is no longer about whether to adopt AI. That question is done.
The real work now is to confront what AI has revealed about our people, our systems, and our readiness. AI Powered. Human-Led. It is a powerful claim. The five pillars are where we find out if it is true.
Five strategic threads running through the day's keynotes, panels and breakout sessions.
AI has changed what CX teams do day to day. But it has not changed what customers fundamentally need from them.
Three years in, many organisations are revisiting the process decisions they made when AI was still new.
Not every technology investment has delivered what was promised. Some tools have been quietly shelved.
As AI becomes embedded in more CX decisions, the question of accountability becomes harder to avoid.
How do you measure quality when AI is handling more of the interaction?
★ Programme is indicative. Full schedule confirmed closer to the event.
Most organisations committed to an AI-powered, human-led approach when they started this journey.
Some have quietly reduced headcount, scaled back human touchpoints, or automated interactions they said they would not.
A few have openly backtracked on early deployments because the customer experience suffered.
The ones getting it right are not necessarily the ones who moved fastest.
So what does human-led actually look like in practice — and who in the organisation is accountable for keeping it that way?
Speaker lineup confirmed progressively — check back for updates.
More speakers announced progressively — contact us to express interest in speaking.
Join CX and contact centre leaders from across Singapore and the region for a day that will challenge assumptions and set the direction for what comes next.
Made possible through the generous support of our sponsors and industry partners.
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One of Asia's most iconic event destinations, at the heart of Singapore's waterfront district.