CSA Webinar: The AI Adoption Gap in Service Transformation: What Startups Innovate, Enterprises Scale, and Research Reveals

The AI Adoption in Digital Service Transformation: What Startups Innovate, Enterprises Scale, and Research RevealsSummary

• We will explore 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’ll dive into real-world use cases, research frontiers, and social impact.
• We will discuss how approaches to AI adoption differ for startups, mid-sized companies, and global corporations, both through the lens of corporate case studies and through the lens of the latest research in the field.

Speakers

• Mohamed Zaki, Deputy Director, Cambridge Service Alliance
  • Introduction

• Gautam Jha, Research Associate, Cambridge Service Alliance
  • Implementing Agentic AI Strategies  - Stages of Adoption 

• Ian Cheng, Enterprise Digital Strategy Leader, Jaguar Landrover
  • Title TBC

• Andrew Ilingin, CEO, Dialog AI
  • What Changes When AI Answers the Phone: Rethinking Customer Experience Design

This talk will explore how voice AI is changing the design of phone-based customer experience. Drawing on real deployments of AI voice agents in lead qualification and customer support, he discuss what shifts when AI becomes the first point of contact - including impacts on service quality, customer trust, operational metrics, and the evolving role of human agents.

The session will focus on practical insights, trade-offs, and lessons learned from production use rather than theory or hype.

• Andrew Lobanov, CEO and Founder, Algonova
  • Title TBC

Register Here