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How to Use AI to Improve Customer Experience, and Where AI Hurts More Than It Helps
Monday, 11 May, 2026 / 02:30 PM - 03:00 PM BST
About the Session
AI promises to transform CX, but misuse can erode trust and growth. Vendors push “AI everywhere,” yet many use cases have the potential to shortcut human understanding and damage loyalty. In this session, we reveal where AI can truly add value in customer journeys and where it undermines connection, so that CMOs can cut through hype, prioritize smart investments and deliver measurable impact.