Keynotes and workshops that help leadership teams understand what AI in CX actually requires, and what most organisations are getting wrong.
Ben speaks on any AI and CX topic, adapted to the audience and context. Below are examples of recent and available talks. All are grounded in real environments, real data, and real organisations.
A framework-first keynote built around the six behavioural archetypes that drive most AI in CX decisions. Audiences consistently recognise their own organisation within the first ten minutes. The talk ends not with a prediction, but with a decision: which pattern are you in, and what would it take to shift?
The most important AI decisions are made before a model is chosen. This talk examines the operating model, design, and governance conditions that determine whether AI creates value or quietly destroys it. Built on case studies from financial services, government, telco, and retail.
A commercial keynote that makes the case for AI as a loyalty and revenue lever, not just a cost reduction tool. Explores how the organisations winning with AI are building customer relationships at scale, not just automating transactions. Best suited to commercial leadership, sales, and customer strategy audiences.
As AI becomes more capable, failure becomes more subtle. This talk examines what responsible AI in CX actually requires, from conversation design to governance to the human experience of interacting with a system that sounds right but may not be. Drawn directly from the book.
Agentic AI does not emerge. It is granted. This talk reframes autonomy as a transfer of responsibility — not an efficiency gain — and examines what organisations must get right before delegating authority to systems that act on behalf of customers. The most important talk for any organisation currently evaluating AI agents.
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