Archives: Agenda

There’s a new class of artificial intelligence tools that can design and build products on demand—have you heard?

The infusion of artificial intelligence into every aspect of how we work has set off a cascade of changes that are poised to fundamentally change how CX practitioners create and personalize great experiences. The risks of proceeding are equally matched by the opportunity ahead to get it right. In this talk, Hendrik will explore how these new technologies are likely to reshape how we work, how we build teams, and how customers experience our brands.

AI, hyper-personalisation, and the future of client success

• Explore how grief and scarcity mindsets reduce cognitive capacity and increase vulnerability—making even simple tasks feel overwhelming.
• Discover behavioural science principles that support emotional resilience, restore a sense of control, and gently prompt action.
• See real-world examples of how small design changes can create more compassionate, human-centred experiences in financial services.