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

• Balaji Ramalingam, Senior Director, Analytics and Data Science at AstraZeneca

• 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

• Meghna Krishna, Group Chief Revenue Officer at VideoVerse and Magnifi

• 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

• Matthäus Wilga, Research Collaborator at Cambridge Service Alliance

• Prof Mohamed Zaki, Deputy Director of Cambridge Service Alliance