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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.
- 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