Authentic Leadership in the Age of AI

As AI moves from pilots to production, CX and contact centre leaders are being asked to do more than deploy technology.

They are being asked to:

• Move faster

• Deliver efficiency and loyalty

• Protect trust and brand reputation

• Support frontline teams through change

• Deliver measurable outcomes with fewer resources

For women in leadership roles, this moment often carries an additional weight — holding the full system in view while still being expected to make it all work.

This session moves beyond tools, hype and career storytelling to focus on real leadership judgement:

• How executive women are evaluating AI use cases in practice

• How they navigate trade-offs across cost, experience, people and risk

• How clarity and courage show up when compromises are unavoidable

This is leadership as decision-making — not performance.

This event is designed for:

• CX and Contact Centre leaders

• Service, Operations and Transformation leaders

• Digital, Data and AI leaders working in CX environments

• Leaders accountable for customer, employee and operational outcomes

Especially those already involved in — or about to be involved in — decisions about deploying AI at scale.