Businesses understand over 60% of customers have higher expectations and standards when it comes to customer service, with over 70% willing to switch over to competitors with just a single negative experience. In this panel discussion, contact centre and customer service leaders will discuss best practices in balancing customer expectations, business needs and workforce management. 

• Exploring how businesses can deliver exceptional customer journeys in the face of economic and technological disruption 
• Discussing the role of leadership in fostering innovation while driving operational excellence and team empowerment 
• Addressing the balance between human interaction and AI-driven engagement for meaningful customer connections 

• Addressing key ethical issues such as data privacy, algorithmic bias, and responsible AI usage 
• Exploring practical steps to embed ethical considerations into AI implementation plans 
• Building customer confidence by aligning AI capabilities with trust and transparency 
• Sharing real-world examples of how ethical AI impacts customer service outcomes 
• Tension between security/privacy and seamless customer experiences