18 November 2026 · One Session
Summit Agenda
One focused, high-impact session aboard the Clearview glass vessel — registration from 11.00am, with the boat docking back at 5.00pm.
11.00
admin
Registration
11.50
chair
Welcome and Chairperson's Opening Remarks to Steer us into the Sessions Ahead
Boat departs
12.00
keynote
12.20
sponsor
12.40
panel
1.10
break
Lunch | Refuel Before the Next Wave of Insights
2.00
session
2.20
sponsor
Industry Insights
2.40
panel
3.10
roundtable
Roundtables Round 1
Roundtable 1: One Conversation, Connected | Why Continuity — Not Containment — Is the Goal for CX Design
What should CX teams optimise when AI can't resolve an issue? This roundtable explores a key design insight: customers need progress and continuity, even when support moves across channels or to a person. We'll discuss how to carry context through handoffs, honour requests for human help, and turn escalations into learning.
Roundtable 2: Building AI-Ready CX Teams
Roundtable 3: Operationalising AI Across Large Workforces
Roundtable 4: Data Foundations for AI-Driven CX
Roundtable 5: Measuring the Impact of AI on Customer Experience
Roundtable 6: Creating Trustworthy AI Interactions
3.40
roundtable
Roundtables Round 2
4.10
keynote
4.30
break
Closing Remarks and Networking Drinks
5.00
admin