Digital Sessions
Gain practical insights from industry experts through sessions covering emerging trends, business challenges, and strategies you can apply within your organization.
Virtual summit - US EDITION
Future of AI Agents in Customer Service & Experience
A practical conversation for the customer experience and service leaders turning AI agents into reliable, secure and measurable customer journeys.
21st January 2027
10:00 AM ET
About the event
From customer questions to end-to-end resolution.
AI is moving beyond chatbots. Customer-facing AI agents can now understand customer intent, access information, coordinate across business systems and take action to resolve issues. The next challenge is turning that capability into customer experiences that are useful, reliable, secure and measurable.
As service organizations move from isolated AI pilots to connected agentic workflows, they must also decide where AI should act independently and where human judgment should take over.
This summit brings together customer experience, customer service, contact centre and technology leaders to explore how AI agents are transforming service journeys across voice, chat, messaging and digital channels.
Deploy AI agents across voice, chat, messaging and digital channels
Move from conversational AI to action-oriented experiences
Connect agents with CRM, customer data and enterprise systems
Set permissions, guardrails and escalation paths
Measure resolution quality, customer effort and service costs
Take agentic AI from pilot to production
Attendees will gain practical insights into designing agentic customer service experiences that improve resolution, efficiency and customer satisfaction while keeping human oversight where it matters.
Why Attend?
Fresh Perspectives. Practical Ideas. Valuable Connections.
Join industry leaders and peers to learn, exchange ideas, and explore what’s next.
Digital Panel Discussions
Hear different perspectives as experienced leaders discuss shared challenges, lessons learned, and opportunities shaping the future of business.
Digital Network
Connect with professionals across industries, exchange experiences, and build relationships with peers facing similar priorities and challenges.
Virtual One-to-One Meetings
Meet directly with industry experts and solution providers to discuss your business needs, ask questions, and explore opportunities for collaboration.
The summit at a glance
Highlights
Fresh perspectives, practical ideas and meaningful connections for revenue leaders.
Knowledge sessions
Explore industry developments, practical strategies, and new approaches through expert-led presentations, panel discussions, and interactive sessions.
Industry leaders
Hear from experienced professionals, senior decision-makers, and thought leaders sharing their knowledge, perspectives, and practical insights.
Attendees
Join a professional community of executives, industry practitioners, and decision-makers for knowledge exchange, networking, and collaboration.
Discussion Points
AI agents across the modern customer service journey
Moving from chatbots to autonomous issue resolution
AI-powered voice, chat and digital customer experiences
Connecting AI agents with CRM and enterprise systems
AI agents working alongside human service teams
Permissions, guardrails and escalation for customer-facing AI
Personalization using customer data and real-time context
Measuring customer effort, resolution quality and service costs
Monitoring and improving AI agent performance
Scaling agentic CX from pilots to production
Key Focus Areas
Agentic Customer Service
Omnichannel AI Experiences
Autonomous Issue Resolution
Conversational and Voice AI
CRM and Customer Data Integration
AI-Powered Contact Centre Transformation
Human and AI Agent Collaboration
AI Governance and Guardrails
Customer Experience Analytics
Production-Scale Agentic AI
Meet the speakers
Perspectives shaping the future of customer experience.
Hear from senior customer experience, customer service, contact centre, AI, technology and digital transformation leaders responsible for modernizing customer journeys. Speakers will share practical strategies for deploying AI agents, connecting them with enterprise workflows, improving resolution and efficiency, and maintaining human oversight for complex or sensitive interactions.
Our
Topics We Cover
Whether you design the journey, run the contact centre, build the AI or own the customer relationship, there is a seat for you.
01 Customer experience leaders
02 Customer service and support teams
03 Contact centre operations leaders
04 AI, ML and conversational AI teams
05 CRM and customer data teams
06 Digital transformation and innovation leaders
Across industries
Industries
Connect with customer experience leaders shaping the future of their industries.
Banking & Financial Services
Insurance
Healthcare & Pharmaceuticals
Retail & E-commerce
Telecommunications
Travel & Hospitality
Technology & Software
Manufacturing
Energy & Utilities
Automotive
Transportation & Logistics
Media & Entertainment
Who should attend?
Job titles
CXOs, VPs, Directors, Heads and Specialists in:
- Customer Experience
- Customer Service & Support
- Contact Centre Operations
- Digital Experience
- Artificial Intelligence & Machine Learning
- Customer Success
- CRM & Customer Data
- Digital Transformation
- Technology & IT
- Conversational AI
- Service Operations
- Innovation & Strategy
Ideas worth sharing
Explore more videos ↗
Catch a glimpse of the conversations.
Watch selected perspectives from the Group Futurista community while you get ready for the summit.
Testimonials
What Our Attendees Say
A few words from people who have partnered with Group Futurista on past events.
It was a pleasure working with you on this webinar.
Jennifer MavasehDirector of Business Development, Nastel Technologies
Future of AIOPs for Businesses
Thank you so much for all your support for the event.
Elise DumolinField Marketing Manager, DACH, Nintex
Future of Expense Management for Businesses
Thank you again for your assistance with hosting the event. I was very happy with how smoothly things were running.
CameronRegional Marketing Specialist, APAC, Akeneo
Future of Digital Process Automation
Thank you for the great session.
Karen MascarenhasManager, Demand Generation, Uniphore
Proactive Customer Care
Good to know
Questions, answered.
Everything you need to join us for the UKI virtual summit.
Still need help? Contact us ↗What is this virtual summit about?
This summit brings together industry professionals, business leaders, and subject-matter experts to discuss relevant challenges, emerging trends, and practical strategies related to the event theme.
Who should attend?
The event is designed for senior executives, directors, department heads, managers, specialists, and other professionals whose roles align with the summit's subject.
Is the event conducted online?
Yes. The summit is a virtual event, allowing registered attendees to participate remotely.
How can I register for the event?
Click the Reserve Your Pass Now button on the event page and follow the registration instructions.
Will there be opportunities to interact with speakers?
The summit format may include live discussions, panel sessions, and audience Q&A opportunities, depending on the event programme.
Can I connect with other attendees?
Yes. The event may include virtual networking opportunities and one-to-one meetings, depending on the format and programme.
Will presentation recordings be available after the event?
Recording availability depends on the event's arrangements and speaker permissions. Please refer to the event communications for confirmation.
How can my organization become a sponsor?
Organizations interested in sponsorship can use the Interested in Sponsorship option or contact the event team to discuss available opportunities.
Where can I find the complete event agenda?
Use the Request Brochure option or refer to the latest event communications for agenda details, speakers, and session timings.
Partner with us
Be part of what's next.
Align your brand with customer experience leaders shaping the future of AI-powered service.