From Pilot to Payoff
With AI adoption accelerating, the differentiator in 2026 will be who turns deployments into integrated, resilient, and human-first experiences
Join us to explore this
11-NOV 2025 | 6.30-9.30PM | City Social | CX, IT and Technology decision makers from large organisations
"With the speed at which AI is advancing, the technology will only become more central to enterprise CX strategies"
CX Today, 2025
2025 was the year AI moved from pilot to mainstream, with 85% of CX leaders rolling out customer-facing GenAI solutions [Gartner, 2025]. The benefits are clear. 24/7 customer support, omnichannel consistency, and best-in-class firms have seen 4.6x higher customer satisfaction and 2.5x higher employee satisfaction [Deloitte 2024]. Moving into 2026, optimism amongst CX leaders is high.
But adoption alone doesn’t guarantee success. Of the 85% deploying new solutions, only 21% have redesigned workflows to truly support GenAI [McKinsey 2025]. The risk: becoming locked into a poorly integrated tool that frustrates customers, overwhelms employees, and opens new vulnerabilities in how sensitive customer data is handled.
As we head into 2026, the focus shifts from Pilot to Payoff. So how will you build an AI-driven contact centre that delights customers without burning out employees?
1
"85% of customer service leaders plan to pilot customer-
facing conversational GenAI solution heading into 2026"
[Gartner, 2025]
2
"In customer service, GenAI has boosted productivity for some companies by 30%, with some targeting 80% higher"
[BCG, 2025]
An intimate dinner at
Michelin-starred location
City Social, Tower 42, London / 6:30-9:30PM
Jason Atherton’s handsome restaurant on the 24th floor of Tower 42 is dark and moody, with a subtle art deco twist. It boasts impressive views of the City skyline and the menu offers generous modern European dishes including multiple cuts of Cumbrian beef cooked on the Josper grill, from rib-eye to sirloin. The wine list offers an appealing mixture of prices and styles, and there are noteworthy cocktails too.
CMO, Hastings
The discussion was stimulating; the conversation flowed. My thanks also to your partner, who were brilliant.
CFO, Deliveroo
Thank you for an incredible meeting. The guests were genuine C-level people, which is rare. Congrats.
CTO, Trainline
Usually, I am critical of these meetings. But I was pleased to be part of this one. No regrets. It was a great session.
Attendees
Senior CX, IT and Technology leaders
of large, complex organisations
CX, IT and Technology executives and decision-makers from large organisations. Attendance is capped to ensure every participant is able to contribute. The meeting is only open to invited participants or those who have been referred by a colleague or our partner, Deepdesk.
Partner
Deepdesk helps enterprises accelerate transformation today and for the future, redefining CX with their Virtual Agent Platform. Real-time AI Assistants supercharge agents while customer-facing Virtual Agents extend your reach. Seamless integration ensures you move fast, stay agile and deliver impact. It is proven with leading enterprises including Rabobank, VodafoneZiggo and DHL
Address
83 Baker Street
London W1U 6AG
Phone
+44 (0) 20 3322 6788
+44 74962 40006
Contact
Aurora Zimberi
Club Director