Present
WHAT WE DISCUSSED
The promise of AI-powered customer experience is everywhere. The reality? Most customers still can’t tell if they’re being “personalised” or just processed by another algorithm.
Here’s the uncomfortable truth: demos are working, but production isn’t. Starting AI projects is easy—execution is where most fall apart.
Participants joined leaders from NTT DATA, ServiceNow and NiCE for a frank conversation about bridging the gap between pilot and production in agentic AI and customer experience.
We tackled the questions that matter:
- From demo to deployment: What separates successful AI implementations from expensive experiments?
- Making automation feel human: How do you use AI without making experiences feel robotic?
- When to hand off: When should AI step back and let humans take over—and how do you make that transition seamless?
- Connecting the dots: Why your front-office AI is only as good as your back-office systems
- Beyond cost cutting: Can AI actually build loyalty, not just improve efficiency?
- Looking ahead: What will personalisation mean in 2030 when AI understands your customers better than ever?
What we learned:
- Real use cases. Real challenges. Real solutions. Our experts shared and discussed with attendees what worked, what failed, and where human expertise still wins.
- Attendees left with: A clear roadmap for moving from experimenting with AI to deploying it effectively—and the competitive advantage that comes from getting customer experience right.
SOLUTION EXPERTS
Elisha Harrington
Senior Director, Innovation Officer, Executive Innovation Strategy, Asia-Pacific at ServiceNow
Cameron Adams
Senior Manager, Solution Consulting, CRM & Industry Workflows, ANZ at ServiceNow
Cameron Adams combines a passion for innovative customer engagement with nearly two decades of experience in contact-centre operations, technology, and strategic project delivery.
As Senior Manager, Solution Consulting for ServiceNow’s Customer & Industry Workflows in Australia and New Zealand, he guides private-sector organisations in turning workflow intelligence and AI into tangible gains in customer satisfaction, agent productivity, and cost-to-serve. Across his career – spanning analytics-driven compliance projects, large-scale cloud migrations, and AI-powered digital-engagement initiatives – Cameron has helped enterprises in a range of industries simplify, automate, and digitise the way they communicate with customers, all while preserving meaningful human connection.
