Most organisations are investing in AI. Up to 90% of initiatives fail to deliver real impact.
Join a virtual, customer-led roundtable with CX leaders and practitioners from retail and eCommerce to discuss what’s actually working in customer service today.
Featuring real-world insights from Trodo, where AI has automated 40% of tickets
AI in CX is no longer about experimentation — it’s about delivering measurable operational impact.
Yet many teams are still facing:
AI stuck in pilot phase
Low adoption across service teams
Disconnected knowledge and data
Automation that increases, rather than reduces, friction
This session is designed to cut through the noise and focus on what’s working in real operations.
What you’ll leave with
You will leave with:
A practical AI-Readiness Maturity Model to assess where your service operations stand
A clear view of what to fix first to move beyond pilots
Real examples of what delivers impact today (and what doesn’t)
Peer insights from CX leaders facing the same challenges
Featured guest
Laurent Dathie
Head of Customer Experience, Trodo
Hear how a growing retail operation approaches CX foundations, Zendesk as a service platform, and practical AI opportunities — honestly: what worked, what was harder than expected, and what they would do differently.
FAQ
What format is the session?
This is a virtual, interactive roundtable — not a webinar. Expect a small group discussion with CX leaders and practitioners.
What time does it take place?
11:00 AM (BST, London)
Will the session be recorded?
Yes — recording and downloadable materials (including the AI-Readiness Maturity Model) will be shared after registration.
How interactive is it?
This is a discussion-based session. Participation is encouraged, but camera is optional.
Who should attend?
Heads of Customer Service / CX, Customer Operations Leaders, Digital Transformation / AI Leads — particularly in retail and eCommerce organisations.
Who else will be there?
A small group of CX leaders from retail and eCommerce, alongside practitioners from Trodo and Zendesk.
Is this open to everyone?
No — this is a private roundtable for registered and approved attendees only.
Is the session confidential?
Yes — participation is limited to ensure a safe, open discussion environment.
Reserve Your Seat
Spaces are limited to encourage high-level discussion and interaction.
Thank you for registering!
You will receive a confirmation email with all the event details shortly.
Testimonials
"Praesent commodo cursus magna, vel scelerisque nisl consectetur et. Duis mollis, est non commodo luctus, nisi erat porttitor ligula, eget lacinia odio sem nec elit. Etiam porta sem malesuada magna mollis euismod."
Name Surname
Position, Company name
Good to focus on one topic and not try to cover everything at once. Today: Support department structure changes - rethinking of the service roles.
Folker
GHA
It was great to get insights into the different ways you could structure out and implement the use of AI.
Klaidas
Glint
Showing the future and where companies go wrong with AI
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