Date: Thursday 11th September 2025
Summary of Event
- Exploring how Agentic AI - autonomous systems powered by large language models - is redefining service interactions.
- From scale-ups building new frameworks to global companies deploying agents for customer experience and internal operations, we dived into real-world use cases, research frontiers, and social impact.
- We’ll also reflected on key takeaways from QUIS19, the leading research conference on service excellence, recently held in Rome - and shared a preview of QUIS20, which the CSA team will proudly host in Cambridge.
Session One
Scaling the Unknown - How Established Companies Tame AI Agents
Explore how leading corporations navigate the complexities of integrating AI agents into their operations and service ecosystems
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Balaji Ramalingam, Senior Director, Analytics and Data Science at AstraZeneca
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Dr. Mansoor Samavatian, Director of Technology at HCLTech
Session Two
From Zero to Disruption - Scale-Up Stories Fueled by Agentic AI
Dive into bold, real-world use cases where scale-ups leverage AI agents for breakthrough growth and radical innovation in service delivery
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Meghna Krishna, Group Chief Revenue Officer at VideoVerse and Magnifi
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Vinod Singh, President of Concirrus (Co-founder and CTO from 2016)
Session Three
The Fronties of Service Intelligence - Academic Visions Shaping 2025-2026
Discover how universities are redefining service experiences with pioneering research, shaping the future of AI-powered interaction
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Matthäus Wilga, Research Collaborator at Cambridge Service Alliance
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Prof Mohamed Zaki, Deputy Director of Cambridge Service Alliance
