Thursday 11 September 2025 10:00am to 1:00pm
On-Line
About
- 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’ll also reflect on key takeaways from QUIS19, the leading research conference on service excellence, recently held in Rome — and share a preview of QUIS20, which the CSA team will proudly host in Cambridge.
Mohamed Zaki, Deputy Director, Cambridge Service AllianceKate Loshkareva, Partnership Manager, Cambridge Service AllianceBalaji Ramalingam, Senior Director, Analytics & Data Science AstraZeneca
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From a data science and analytics standpoint, what does agentic AI actually change in how AstraZeneca approaches decision support, automation, or service delivery?
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Where do you see the real value of agent-based systems in large, regulated environments like pharma — is it in augmenting human judgment, enabling scale, or something else entirely?
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What were the biggest organisational or cultural challenges in adopting AI agents — and how did you navigate them at scale?
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Based on your experience leading analytics and data science at scale — what open questions or blind spots would you like to see researchers explore further? Where do you think the academic community could push the frontier to help organisations like yours adopt agentic AI responsibly and effectively
- AI for Real-Time Content Creation – How Magnifi uses AI to transform the speed and efficiency of video production.
- Magnifi was built around video — one of the most complex service touchpoints. What have you learned about where Agentic AI adds real value in high-pressure, high-volume content environments?
- How do you balance automation and editorial control — especially when the ‘agent’ is deciding what’s meaningful to show the audience?
- As Magnifi works with global broadcasters and content owners, have you seen differences in how enterprises adopt and trust agent-based systems across regions or sectors?
- What metrics do you consider when evaluating the success of Agentic AI in service delivery — beyond speed and cost reduction?
- Looking ahead, do you see a future where video agents can become service agents — not just summarizing or editing, but engaging viewers in real time based on their context or emotion?
Research Collaborator at Cambridge Service Alliance and a doctoral researcher at the Chair of Information Systems I, Innovation and Value Creation at Friedrich-Alexander-Universität Erlangen-Nürnberg Drawing on field observations from real-world garden centre settings, the author explores how AI agents affect group dynamics and social experience in physical service environments. The talk outlines design implications for multi-person interactions - from B2B innovation workshops to B2C advisory contexts - with a focus on trust, interaction flow, and role clarity.
Vinod Singh, President, Concirrus- Setting the Context: Business, Customers, and Challenges
- GenAI with Purpose: Skipping the Hype, Driving Real Impact
- Designing for Regulated Domains: Trust, Explainability, and Integration
- Agentic Systems: Where Autonomy Meets Control
- Human + AI Collaboration in B2B Insurance
- Broader Lessons & Cross-Industry Insights