A short introduction to the day, why customer perspective matters more than ever, and how organisations already using Zendesk AI can help others shape their next chapter of CX.

Tom Young, Senior Sales Manager Zendesk; Michael Smith, Co-Founder Appamondo

A practical view of the themes shaping CX today - from rising expectations and AI readiness to service design, Employee Service, and the role of Zendesk AI in helping teams respond.

Wayne Grimshawe, Group Director of Customer Care & Shipping, Storio Group

A candid discussion with customers already on the journey - where they started, what they have prioritised, what they have learned, and how Zendesk AI is helping them evolve their customer experience.

Rick Hutchinson, Appamondo; Colin Leech, OneOcean; Rowan Hills, Ask4; Alison Maund, TrueLayer

A Zendesk perspective on the priorities, opportunities, and decisions facing service leaders today, and how AI can help teams deliver faster, more personal, and more effective service.

Lucinda McCaffrey, AI Sales Manager Zendesk

Smaller group conversations shaped by the themes raised during the afternoon, giving attendees the chance to learn directly from peers, share challenges, and explore what their own next chapter could look like. Your chance to dig deep!

Led by Customers - chaired by Appamondo & Zendesk

A wrap-up of the biggest lessons from the day, practical next steps, and the actions organisations can take now to move forward with greater confidence in CX and AI.