NiCE: Anticipate, don't react: Using AI to shift CX from cost centre to value creator
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Discussion Points
Where in your customer journey does the biggest gap exist between what AI could anticipate and what you’re actually doing today?
Probe: Is the barrier data, technology, organisational ownership — or appetite for risk?
How do you distinguish between a proactive AI outreach that builds loyalty and one that feels intrusive or presumptuous?
Probe: Does your organisation have a framework for this — or is it instinct?
If CX is to be positioned as a value creator rather than a cost centre, what metrics need to change — and who needs to believe in them?
Probe: How do you build the commercial case upward when CX success has historically been measured on deflection and handle time?
Anticipate, don't react: Using AI to shift CX from cost centre to value creator
For decades, CX has been measured on how efficiently it responds to problems. AI has made that faster — but speed alone is not transformation. The real opportunity is upstream: using AI to detect churn signals before the customer notices, surface upsell moments at the right emotional beat, and resolve issues before they become contacts.
Done well, this reframes CX not as a cost to be managed, but as a commercial engine. This roundtable asks CX leaders to confront what it would truly take to make that shift — organisationally, technically, and culturally.
Agenda
Welcomed attendees are integrated into a curated networking space, fostering direct interactions for ice-breaking and relationship-building before engaging in substantive, collaborative discussions.
Shifting to a sit-down discussion with drinks, this promotes open, thoughtful dialogue on a set topic agenda, aimed at fostering collaboration and deepening connections in a relaxed, supportive setting.
The evening culminates with a luxury meal, offering exquisite cuisine in an elegant setting, enhancing networking opportunities, and providing a memorable experience that strengthens professional bonds among attendees.
The finale features a wrap-up and Q&A session, where sponsors address the roundtable, followed by drinks and networking, enabling direct engagement and planning of actionable next steps in a collaborative environment.
About the Hosts
NiCE is transforming the world with AI that puts people first.
Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution.
Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
Why Attend?
Exclusive Networking
Insightful Discussions
Tailored Content
Strategic Takeaways
Venue Information
Situated in the heart of Marylebone Village, this elegant venue offers a refined and intimate setting for our exclusive event.
Attendees and sponsors will enjoy a sophisticated dining experience in a private room, designed to foster meaningful conversations and connections. The Marylebone Hotel is renowned for its exquisite cuisine, crafted by top chefs to provide a memorable culinary journey.
The hotel's chic, contemporary decor, combined with exceptional service, ensures a seamless and enjoyable evening. Join us at The Marylebone Hotel for a roundtable dinner that blends culinary excellence, elegant ambiance, and the vibrant charm of central London.
