From Service to Value: Redesigning Customer Service for Cost Efficiency, Loyalty & AI Driven Resolution at Scale
Customer service is being rebuilt in real time. With agentic AI on course to resolve the majority of routine contacts before the decade is out, and customers beginning to send their own AI agents to buy and complain on their behalf, the service model most organizations run today has roughly one budget cycle left. This is the room where CX leaders work out what replaces it.
Across two days of closed-door Chatham House Rule workshops, roundtables and case-study interviews, 120 senior (80% C-suite & VP) CX leaders tackle the questions their boards are already asking: where AI-driven resolution genuinely pays, where automation quietly costs loyalty, and how service proves its value as an engine of retention and revenue rather than a line of cost.
You'll leave with frameworks you can apply, benchmarks against peers facing the same decisions, and a clearer answer for your CFO than you arrived with.
Key Themes
Reinventing Service for a Human and AI Workforce
The next generation of service isn’t simply more automated, it requires a fundamentally different operating model. Explore how human expertise, AI agents and enterprise knowledge can work together to improve service quality, scale operations and reduce cost-to-serve.
Building the Data Foundation for Intelligent CX
AI-powered customer experience is only as strong as the data behind it. Examine how governance, metadata and trusted customer context can become enablers of automation, creating the foundation for AI that is reliable, permissioned and ready to scale.
Moving from Reactive to Predictive Service
The biggest opportunity in service may be preventing customer problems before they become contacts. Explore how customer and operational signals can power proactive experiences that reduce demand, improve economics and strengthen loyalty.
Speakers Include:
Montserrat Padierna
Allegra Pedretti
Thom San Filippo
Erin Merritt
Neda Khan
Christina Rodriguez
Agenda
9:00am - 9:15am
MOC Opening
9:15am - 10:00am
Industry Panel
The End of Customer Service as We Know It: AI, Automation and the Reinvention of Customer Resolution
Industry reports now predicts that agentic AI will autonomously resolve 80% of common customer service issues by 2029, which means the service model most organisations run today has, at most, one budget cycle left.
This opening panel brings together senior CX leaders to move past the hype and into the operating reality: where AI-driven resolution is genuinely working, where it's quietly failing, and how the economics of service change when deflection stops being the goal and resolution becomes the metric. You'll leave with a clear picture of how your peers are redrawing the line between human and AI-led service, the measures they're now reporting to the board in place of AHT and deflection rate, and a candid sense of what to stop, start and accelerate in your own 2027 plan.
10:00am - 11:00am
Workshop Tracks
Track 1: Next-Generation Service Operations: Workforce, Knowledge and Automation at Enterprise Scale
The AI-era service organisation isn't a smaller version of today's, but a structurally different one, where human advisors handle the moments that make or break loyalty while AI agents carry the volume, and where your knowledge base has quietly become your most important piece of infrastructure (because it's now what your AI runs on).
This working session gets practical about the transition: what the blended human-and-AI workforce actually looks like, how knowledge operations must change when the primary consumer of your content is a machine, and how to sequence automation so service quality rises as cost-to-serve falls. You'll leave with a maturity self-assessment, a workforce evolution map for the next 24 months, and a knowledge-readiness checklist you can run with your team the week you're back.
Track 2: The Intelligent Data Operating Model: Connecting Governance, Metadata and Automation for Enterprise Scale
Every AI-in-CX failure story of the past year traces back to the same root cause: the model was fine, the data wasn't. This session tackles the least glamorous and most decisive layer of the AI-driven service stack; the data operating model. It covers how governance and metadata stop being compliance overhead and become the enablers of trustworthy automation, how to give AI agents reliable, permissioned access to customer context without creating tomorrow's privacy incident, and where to focus first when your data estate is (like everyone's) imperfect.
You'll take back a reference blueprint for an intelligent data operating model, a shortlist of governance quick wins that unlock automation within a quarter, and the questions to put to your own data team before your next AI deployment, not after.
Track 3: From Reactive to Proactive: Building the Predictive Service Engine That Resolves Issues Before Customers Feel Them
The cheapest contact is the one that never happens, and the most loyalty-building message is the one that arrives before the customer knew there was a problem. This working session focuses on the least exploited lever in the "service to value" equation: proactive and predictive service.
It works through the signals hiding in your operational and customer data, the playbooks that turn prediction into action (and the consent and tone questions that come with them), and the economics; why contact prevention beats contact deflection on both cost and NPS, and how to prove it.
You'll leave with a template for identifying your top five preventable contact drivers, a pilot design you can stand up within a quarter, and the measurement approach that shows the value of contacts that never happened.
11:15am - 12:00pm
Visionary Implementation Interview
The Intelligent Customer Journey: Turning Every Interaction into Resolution, Retention and Revenue
Every service interaction is now a moment of truth three times over: a problem to resolve, a relationship to keep, and a revenue signal most organisations still throw away. This session sets out the blueprint for the intelligent customer journey and how to go about connecting data, context and AI orchestration so that each touchpoint compounds into retention and growth rather than cost.
Built on real deployment stories, it shows what changes when service stops being measured as a cost line and starts being run as a value engine. You'll take away a practical framework for linking resolution to revenue, the architecture choices that make next-best-action possible at scale, and the three capability gaps that most often stall the journey from transactional service to lifetime value.
12:00pm - 12:30am
Visionary Adoption Interview
2:00pm - 3:00pm
Roundtable Tracks
Track 1: Deflection vs Delight: Where Does Smart Automation Become a Better Customer Experience?
The uncomfortable truth of the automation era: customers don't hate automation... they hate being deflected. This closed-door roundtable digs into where the line actually sits between self-service that customers genuinely prefer and cost-saving that silently burns loyalty, and how you'd know the difference in your own data.
Expect an honest exchange on effort scores versus cost-to-serve, the interactions peers have automated and regretted, and the ones they wish they'd automated years earlier. You'll leave with a working decision framework for what to automate, what to protect as human, and what to redesign entirely, plus the metric set that keeps the automation program honest.
Track 2: The Future Contact Centre: Do We Still Need Traditional Service Models in 5 Years?
If agentic AI resolves the majority of routine contacts by the end of the decade, what exactly is a contact centre for? This roundtable takes the provocation seriously and works it through with peers: which parts of the traditional model (tiered support, queue-based routing, headcount-driven capacity planning) survive in any form, what replaces them, and what that means for the people, property and platforms you're committed to today.
The aim isn't prediction for its own sake but planning: you'll come away with the two or three plausible scenarios for your own operation, the no-regrets moves that hold up in all of them, and a sharper answer for the next time your CFO asks why the service budget looks the way it does.
Track 3: Owning the Customer Moment: How Service Teams Are Becoming the Most Important Brand Touchpoint
As marketing reach fragments and digital ads lose trust, the service interaction is quietly becoming the brand experience; often the only human conversation a customer will ever have with your organization.
This roundtable explores what it means to run service as your most important brand touchpoint: how leading teams are turning resolution moments into loyalty and advocacy, how the service organization earns a seat in brand and growth conversations, and what changes in hiring, coaching and measurement when every contact is a brand moment. You'll leave with peer-tested approaches for elevating service's role in the organization, and a simple framing to take to your CMO for why the next brand investment might belong in the contact center.
2:00pm - 5:25pm
1:1 Meetings
A series of curated 30-minute meetings scheduled throughout the three-hour networking period, with breaks between sessions. Matches are arranged based on intelligence-led recommendations and mutual business interests.
9:00am - 9:15am
MOC Opening
9:15am - 10:00am
Industry Panel
When the Customer Is an Agent: Preparing CX for Machine Customers and Agentic Commerce
The next customer to contact your service team may not be human. As consumers hand shopping, complaints and renewals to AI assistants, and agentic commerce moves from prediction to production, brands face a question nobody's CX playbook covers: what does customer experience mean when the "customer" in the conversation is software negotiating on a human's behalf?
This panel examines the front line of the machine-customer era, how agent-to-agent interactions change loyalty, pricing and brand; where the risks sit in authentication, fraud and fairness; and what "experience" your organization should be designing for a buyer that never gets tired, never gets emotional and compares you to every competitor in milliseconds.
You'll leave with a readiness checklist for agentic traffic, the near-term moves leading brands are already making — from agent-readable content to API-first service, and a view on how far, and how fast, this reshapes your channel strategy.
10:00am - 11:00am
Workshop Tracks
Track 1: Next-Generation Service Operations: Workforce, Knowledge and Automation at Enterprise Scale
The AI-era service organisation isn't a smaller version of today's, but a structurally different one, where human advisors handle the moments that make or break loyalty while AI agents carry the volume, and where your knowledge base has quietly become your most important piece of infrastructure (because it's now what your AI runs on).
This working session gets practical about the transition: what the blended human-and-AI workforce actually looks like, how knowledge operations must change when the primary consumer of your content is a machine, and how to sequence automation so service quality rises as cost-to-serve falls. You'll leave with a maturity self-assessment, a workforce evolution map for the next 24 months, and a knowledge-readiness checklist you can run with your team the week you're back.
Track 2: The Intelligent Data Operating Model: Connecting Governance, Metadata and Automation for Enterprise Scale
Every AI-in-CX failure story of the past year traces back to the same root cause: the model was fine, the data wasn't. This session tackles the least glamorous and most decisive layer of the AI-driven service stack; the data operating model. It covers how governance and metadata stop being compliance overhead and become the enablers of trustworthy automation, how to give AI agents reliable, permissioned access to customer context without creating tomorrow's privacy incident, and where to focus first when your data estate is (like everyone's) imperfect.
You'll take back a reference blueprint for an intelligent data operating model, a shortlist of governance quick wins that unlock automation within a quarter, and the questions to put to your own data team before your next AI deployment, not after.
Track 3: From Reactive to Proactive: Building the Predictive Service Engine That Resolves Issues Before Customers Feel Them
The cheapest contact is the one that never happens, and the most loyalty-building message is the one that arrives before the customer knew there was a problem. This working session focuses on the least exploited lever in the "service to value" equation: proactive and predictive service.
It works through the signals hiding in your operational and customer data, the playbooks that turn prediction into action (and the consent and tone questions that come with them), and the economics; why contact prevention beats contact deflection on both cost and NPS, and how to prove it.
You'll leave with a template for identifying your top five preventable contact drivers, a pilot design you can stand up within a quarter, and the measurement approach that shows the value of contacts that never happened.
11:15am - 12:00pm
Visionary Implementation Interview
From Cost Centre to Value Engine: The Anatomy of an AI Service Transformation That Paid for Itself
Every service leader is now being asked the same question by their CFO: where's the return? This one-to-one interview goes inside a transformation that answered it — tracing the journey from business case to board report. What was promised, what was actually measured, which metrics earned credibility (resolution rate, customer effort, revenue retained) and which quietly got dropped; where the savings really came from, and what got reinvested into experience rather than harvested as cost.
It's the session for anyone who believes in the "service to value" shift but needs the evidence to fund it. You'll take away a business-case structure that has survived CFO scrutiny, the metric set that connects service performance to enterprise value, and the sequencing lesson most transformations learn too late.
12:00pm - 12:30pm
Visionary Adoption Interview
2:00pm - 3:00pm
Roundtable Tracks
Track 1: Deflection vs Delight: Where Does Smart Automation Become a Better Customer Experience?
The uncomfortable truth of the automation era: customers don't hate automation... they hate being deflected. This closed-door roundtable digs into where the line actually sits between self-service that customers genuinely prefer and cost-saving that silently burns loyalty, and how you'd know the difference in your own data.
Expect an honest exchange on effort scores versus cost-to-serve, the interactions peers have automated and regretted, and the ones they wish they'd automated years earlier. You'll leave with a working decision framework for what to automate, what to protect as human, and what to redesign entirely, plus the metric set that keeps the automation program honest.
Track 2: The Future Contact Centre: Do We Still Need Traditional Service Models in 5 Years?
If agentic AI resolves the majority of routine contacts by the end of the decade, what exactly is a contact centre for? This roundtable takes the provocation seriously and works it through with peers: which parts of the traditional model (tiered support, queue-based routing, headcount-driven capacity planning) survive in any form, what replaces them, and what that means for the people, property and platforms you're committed to today.
The aim isn't prediction for its own sake but planning: you'll come away with the two or three plausible scenarios for your own operation, the no-regrets moves that hold up in all of them, and a sharper answer for the next time your CFO asks why the service budget looks the way it does.
Track 3: Owning the Customer Moment: How Service Teams Are Becoming the Most Important Brand Touchpoint
As marketing reach fragments and digital ads lose trust, the service interaction is quietly becoming the brand experience; often the only human conversation a customer will ever have with your organization.
This roundtable explores what it means to run service as your most important brand touchpoint: how leading teams are turning resolution moments into loyalty and advocacy, how the service organization earns a seat in brand and growth conversations, and what changes in hiring, coaching and measurement when every contact is a brand moment. You'll leave with peer-tested approaches for elevating service's role in the organization, and a simple framing to take to your CMO for why the next brand investment might belong in the contact center.
2:00pm - 5:25pm
1:1 Meetings
A series of curated 30-minute meetings scheduled throughout the three-hour networking period, with breaks between sessions. Matches are arranged based on intelligence-led recommendations and mutual business interests.
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