Machines are customers too!

Redesigning CX for the AI-First World

The Wake-Up Call

Your next customer won't have a face, feelings, or patience for poor performance. Right now, Walmart's AI is autonomously closing nearly 70% of vendor contracts. HP printers are ordering their own ink. Perplexity AI and Chat-GPT Agent are buying products on behalf of humans. The machine customer evolution isn't coming. It's already here.

The Stakes

You've spent your career mastering human emotions, crafting seamless customer journeys, and building brand loyalty through connection. But what happens when your customer is an algorithm that doesn't care about your beautiful design, your brand story, and won’t even visit your websites or apps?

This is the most important question facing professionals today: How do you capture, convert and serve a customer when your customers are no longer human?

Why This Matters Now

• 29% of CEOs already have a machine customer strategy (Gartner)

• 50% will have one within 2 years

• Machine customers are making billion-dollar purchasing decisions without human intervention

• Your traditional CX tools—journey maps, personas, emotional touchpoints—are breaking

You're the Translator

It's your evolution. You already understand customer needs, journey design, and experience optimisation. You just need to translate these skills for logic-based customers.

WHY THIS KEYNOTE IS DIFFERENT

Not Another AI Disruption Talk. No doom-and-gloom automation anxiety. This is about empowerment, positioning customer focused professionals the leaders of this transformation because you understand customer needs better than anyone else.

Not Generic Business Theory. This is practitioner-focused, CX-specific guidance with frameworks you can use immediately. No research-heavy abstraction. You get actionable strategy for Monday morning.

Not What's Happening. What To Do. You'll leave knowing exactly how to navigate this shift, with frameworks that give you a competitive edge in your industry.