The AI Adoption in Digital Service Transormation: How Startups Innovate, Enterprises Scale and Research Reveals
Date: 22nd January 2026
Brief
The webinar explored how agentic AI—autonomous systems powered by large language models—was redefining service interactions across industries.
From scale-ups building new AI frameworks to global enterprises deploying agents for customer experience and internal operations, the session examined real-world use cases, emerging research frontiers, and broader social impact.
It also discussed how AI adoption strategies differed for startups, mid-sized companies, and global corporations, drawing insights from both corporate case studies and the latest academic research.
Speakers
Programme and Speakers
Mohamed Zaki and Katerina Loshkareva
Presentation: Introduction to CSA and Welcome
Ian Cheng
Presentation: AI Adoption in Digital Service Transormation
Andrew Ilingin
Presentation: What Changes When AI Answers the Phone? Rethinking Customer Experience Design
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Andrew Lobanov
Presentation: From Leads to Learning: Deploying Agentic AI Across Sales and Classroom Diagnostics
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Dr Gautam Jha
Presentation: AI Adoption Strategies
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