Overview:
The future of customer experience (CX) is being radically reshaped as AI matures and becomes deeply woven into every stage of the customer journey. Instead of reacting to issues after they arise, organizations are now able to design proactive, hyper-personalized, and context-aware experiences that anticipate needs and respond in real time. When AI is treated not just as an efficiency lever, but as a core CX capability that augments human empathy and judgment, brands can deliver interactions that are scalable, seamless, and emotionally resonant across channels.
Join us for an exclusive, invite-only CX-focused evening designed for senior leaders shaping the next generation of customer experiences in retail, travel, and hospitality. As expectations rise and loyalty becomes harder to earn, this gathering offers a rare space to step back from day-to-day pressures and explore how AI, data, and human-centric design can come together to create differentiated, end-to-end journeys.
What to Expect:
The evening will open with a welcome address by Naveen Mehta, Head of Europe Market at Sutherland. Followed by a keynote from Boston Consulting Group. At the center of the evening are two fireside chats featuring leaders from the Retail and Travel Industries. The fireside chats will explore how organizations are blending “Hybrid CX With AI: Blending Automation & Humanity” and “Transparent AI, Trusted CX: Overcoming Contact Center Challenges.”
As the evening unfolds, our guests will enjoy an exceptional wine-tasting experience — a curated journey through a selection of fine wines designed to delight the senses and spark conversations. From the first swirl and sniff to the final sip, participants will explore different varietals and styles, comparing flavors, aromas, and textures. The evening will conclude with a drinks and networking session.
Key discussion points
• Blending AI efficiency with human empathy
• Building Trust and Transparency
• Navigating Operational Hurdles
• Measuring AI Impact
• Self-funding AI business cases
Why You Must Attend
• Gain actionable clarity on how AI can transform CX—not theoretically, but in measurable, operationally feasible ways.
• Know more about the proven approaches from organisations already pioneering hybrid CX models and see how to apply them at scale.
• Understand how to turn AI investments into self-funding, sustainable business value.
• Walk away with leadership insights essential for shaping your company’s next competitive edge in customer experience.
Agenda
| Time | Description |
| 17:00 | Welcome Drinks & Nibbles |
| 17:25 | Welcome address by Naveen Mehta, Head of Europe, Sutherland |
| 17:30 | Keynote by Nicole Meissner, Managing Director and Partner -Boston Consulting Group |
| 18:00 | Fireside Chat Topic: “Hybrid CX With AI: Blending Automation & Humanity”; Speaker: Jonathan Hanley, Vice President Customer Service and Operations- Tripadvisor |
| 18:30 | Transition to wine tasting room |
| 18:35 | Wine Tasting Kitchen area – Guided by a Sommelier with cheese and crackers |
| 19:20 | Fireside Chat Topic: “Transparent AI, Trusted CX: Overcoming Contact Center Challenges”. Speaker:Paul Simpson, Head of Global Sales & Service, Wayfair |
| 19:50 | Q&A |
| 20:00 | Networking and Drinks |
Speakers
- Nicole Meissner, Managing Director and Partner -Boston Consulting Group
- Jonathan Hanley, Vice President Customer Service and Operations- Tripadvisor
- Paul Simpson, Head of Global Sales & Service – Wayfair
Nicole Meissner
Managing Director and Partner, Boston Consulting Group
Jonathan Hanley
Vice President Customer Service and Operations, Tripadvisor
Paul Simpson
Head of Global Sales & Service, Wayfair