AI Governance in CX: From Output to Business Impact

This event focuses on AI governance in Customer Experience (CX), addressing the critical challenge that while AI makes building products cheaper, it doesn't automatically ensure building the right ones. Many organizations are producing more with AI but are grappling with a widening quality gap, misaligned roadmaps, and AI-generated work that lacks real business impact.

The session will delve into how to establish the necessary execution and governance systems to ensure AI delivery genuinely works. It will cover shifting from output-driven to outcome-governed execution, preventing "AI slop" through structured governance, and exploring practical AI-enabled product and design workflows.

Attendees will learn about different AI roles (skill, agent, orchestrator), how product analytics can close the outcome loop, and how enterprise organizations are integrating AI into governed delivery systems. The session is designed for business leaders and senior practitioners in product, digital delivery, and CX.