Venue: Sutherland Global Services, Floor 33, The Gherkin, 30 St Mary Axe, London EC3A 8EP, United Kingdom
Overview
Sutherland Executive Insights Exchange: Retail, Travel and Hospitality
Designing a seamless hybrid CX model with AI isn’t just about adding bots — it’s about strategic orchestration: knowing what automation should do and what humans should do, and how the two work together across the customer journey. In retail and travel/hospitality, especially, where customer emotions, experience, and brand differentiation matter, this balance becomes a competitive advantage: speed and warmth; scale and personalisation; efficiency and trust.
Sub topics:
- Building Trust and Transparency
- Overcoming Operational Challenges
- Measuring AI Impact
- Self-funding AI business cases
Agenda
| Time | Description |
| 17:00 | Welcome Drinks & Nibbles |
| 17:25 | Welcome address by Naveen Mehta, Head of Europe, Sutherland |
| 17:30 | Keynote by BCG |
| 18:00 | Fireside Chat Topic : “Hybrid CX With AI: Blending Automation & Humanity” |
| 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” |
| 19:50 | Q&A |
| 20:00 | Networking and Drinks |