Microsoft AI Transformation in Customer Experience

Customer experience is being redefined by AI.

From predictive insights in intelligent automation, AI is no longer a supporting tool - it's becoming the foundation of how organizations engage, support and build trust with their customers at scale. 

This virtual roundtable brings customer experience leaders to explore what AI transformation looks like in practice. We'll move beyond theory to discuss real-world applications, lessons learned and the strategic choices organizations are making as they modernize service delivery while preserving the human touch. 

The Rise of the "Frontier Firm"

We'll introduce the concept of the frontier firm - organizations that lead in productivity, innovation and customer experience by adopting advanced technologies early and responsibly.

Together we'll unpack:

• What distinguishes frontier firms from the rest
• How they modernize customer service while maintaining compliance, security and trust
• What this model means for organizations navigating AI adoption today

Participants will share how they are aligning customer experience strategies with broader business goals - and how they are positioning themselves for success in an AI-driven future.

Discussion Topics:

This roundtable will be guided by participant-driven conversation around questions such as:

• How are you integrating generative AI into your customer service operating model today, and what business outcomes are you targeting over the next 12-24 months?
• What organizational or technical obstacles have you had to overcome to responsibly scale GenAI across your customer service ecosystem?
• How is GenAI influencing your vision for the future customer experience - particularly the balance between automation and human-led service?
• What capabilities or investments will separate leaders from laggards in AI-enabled customer service over the next three years? 

This roundtable is designed for customer experience and customer service leaders, contact center and operations executives, digital transformation and AI strategy leaders, and IT and business leaders responsible for customer experience modernization.

This is a virtual, invite-only roundtable featuring a peer-led discussion with industry leaders. The session is designed to encourage candid conversation, practical insight sharing, and meaningful dialogue around real-world experiences.

Register your interest below.