AI-Infused Customer Journeys from Conversations to Outcomes

Join an exclusive group of senior executives for an invite-only roundtable and dinner focused on how Agentic and Conversational AI are transforming customer journeys — from the first interaction to measurable business outcomes.

​This discussion brings together leaders across financial services, telecoms, retail, media, and technology to explore how AI agents are reshaping engagement, accelerating resolution, and redefining the balance between automation and the human touch.

​Why It Matters

​Customer expectations are rising faster than teams can scale.

​Agentic AI now enables autonomous systems that learn, act, and collaborate — while Conversational AI is setting new standards for contextual, trusted customer interactions.

​Together, these technologies are redefining how organizations deliver outcomes at scale, not just conversations.

​Who Should Attend

​C-level and senior leaders in Customer Experience, Service, Support, Contact Centers, IT, and Digital Transformation, along with executives from AI, Automation, and BPO innovation roles.

​Agenda

​17:00 | Arrival & NetworkingInformal networking and welcome reception.

​17:30 | Opening RemarksShaping the Future of CX with AI through Community

​17:40 | Keynote: The Rise of Agentic AI in Customer ExperienceHow autonomous AI agents preempt, resolve, and personalize customer journeys. Moving from reactive to predictive and proactive support.

​18:00 | Fireside Chat: From Automation to Assurance Scaling AI with ConfidenceThis session explores what it takes to operationalise agentic AI at scale across people, platforms, and governance, and why assurance is emerging as the next enterprise discipline for delivering predictable, trusted outcomes.

​18:30 | Executive Panel: From Pilots to TransformationLessons from leaders deploying Agentic AI at scale. Balancing humans + AI, designing for trust, and measuring outcomes. The evolving role of BPOs and service partners in the AI era.

​19:00 – 20:00 | Dinner ReceptionContinue discussions and connections over dinner.

​Details

​Date: Thursday, 20 November 2025Venue: BCG LondonCost: Complimentary for approved participants

​Organized by SuccessLab in partnershipwith LivePerson and BCG

​Space is limited — we’d be delighted to have you join us.