The Future of CX: Building Human-Centered Experiences
The panel examined how AI can improve customer experience by reducing anxiety, complexity, and fragmentation rather than simply cutting costs. Heathrow’s AI concierge and data platform illustrated how connected digital-physical journeys can provide timely information, while Abby Gudet argued that customer-centricity depends on operating models, cross-functional collaboration, and deep customer research.
customer-experienceaipersonalization+2 other speakers