Fall in Love with the Problem, Not the Platform: Rethinking AI in Customer Experience

Event Description

In a world increasingly obsessed with the next big AI tool, it's easy to lose sight of what really matters: the customer problem. In this chat, we cut through the hype to explore how successful AI adoption in Customer Experience (CX) starts not with the technology, but with a deep understanding of the business challenge at hand.

We'll discuss why chasing shiny tech often leads to poor outcomes, how to align AI initiatives with actual CX pain points, and what it means to build meaningful, measurable solutions that truly serve the customer.

Whether you're a CX leader, technologist, or innovator, this conversation will challenge you to shift your focus from features to fundamentals — and unlock the true potential of AI in customer experience.

Event Details

Date: Thursday, 4 September 2025
Time: 12:00 PM – 1:00 PM
Keynote speaker: Dr. Eslam Afifi

Hosted by: Dr Vlad Demsar

Who Should Attend:

This event is ideal for professionals across industries in roles such as:

• Customer Experience Leaders

• Marketing Executives

• Product Managers

• Customer Support Managers

• Digital Transformation Leaders

• Technology Innovators

Meet the Presenter

Dr. Eslam Afifi
CX, Digital, and Data Leader | Board Member & Strategic Advisor

Dr. Eslam Afifi has over 15 years’ experience driving customer-centric transformation across financial services, government, and consulting sectors. He specialises in AI, machine learning, and data-driven insights to design seamless digital experiences that enhance engagement, retention, and business performance.

As a board member and strategic advisor, Dr. Afifi guides organisations in digital strategy, CX transformation, and data-driven decision-making, helping them navigate innovation and sustainable growth. A CCXP, HCD, and Prosci Change Management-certified professional, he is passionate about leveraging emerging technologies to deliver measurable results and elevate customer experiences.

Q&A

Following the presentation, Dr. Vlad Demsar will lead an interactive Q&A discussion to provide an opportunity for audience members to engage with Dr. Eslam Afifi directly.