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AI Leaders Series: The Customer Shift

As AI becomes increasingly embedded in customer service, many organisations focus on a single question: how much of the customer journey can we automate? Yet the real challenge is not maximising automation, but understanding where AI adds value and where human interaction remains essential.

Practical information

27 August 2026 | 11:00 - 12:00
Online
English
Free
In this webinar, Sofie De Coninck, Customer Experience Expert at Möbius, will explore a practical framework for designing customer interactions in an AI-enabled world. By looking at both the complexity of an interaction and the level of trust involved, organisations can make smarter decisions about when to automate, when to augment employees with AI, and when human expertise should remain at the centre of the experience. 

The session will examine four distinct types of customer interactions and the role AI should play in each. Participants will gain practical guidance on balancing efficiency, customer trust and service quality, ensuring that technology enhances rather than undermines the customer experience.

What will we discuss

  • Why the goal is not maximum automation, but the right automation

  • How rising customer expectations are reshaping service delivery

  • Understanding the gap between AI adoption and customer trust

  • A practical framework for evaluating customer interactions

  • How to assess interactions based on complexity and trust sensitivity

  • Which customer journeys can be fully automated

  • How to design customer experiences that strengthen trust and loyalty

  • Practical steps for applying the framework within your organisation 

     

Who should attend

  • Customer experience and customer service leaders
  • Contact centre and service operations managers
  • Digital transformation and innovation professionals
  • Marketing and customer engagement teams
  • Business leaders responsible for customer strategy
  • Anyone looking to balance AI-driven efficiency with meaningful customer relationships and trust-building moments

 

Register
mobius-the-profound-shift-sofie-de-coninck

Sofie De Coninck

Customer Experience Expert at Möbius

AI or human: who handles what? Sofie De Coninck, Customer Experience Expert at Möbius, introduces a practical decision matrix to determine which customer interactions to automate and which ones require a human touch.

Register now

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