Find out why leaders are rushing into AI under pressure from boards, competitors, and vendors, often without truly understanding how it works or putting the right guardrails in place. Adrian explains how agentic AI and highly interconnected cloud systems are driving up complexity, risk, and consumer concern around data security and privacy.
From there, they get practical: what third-party AI risk actually means, why customers always blame the brand (not the vendor), and how things typically go wrong inside organisations – from broken workflows to poor communication when incidents happen. Adrian shares key questions to ask vendors about data, governance, and model performance, as well as how CX leaders can work more effectively with security, procurement, finance, and legal.
He closes with a powerful challenge: stop acting like the “hare” chasing AI hype – and start winning like the “tortoise” with a slower, more deliberate, trust-first approach.
If you’re considering AI in your CX stack, this is 30+ minutes you can’t afford to skip.
