AI for customer experience and retention
Better service. Stronger retention.
Real AI in action at the UK’s practical AI adoption event
AI is cutting response times. Satisfaction is a harder number to move. The Customer track is where leaders show what it took to move both, and what they would not do again.
Eleven sessions from Marshmallow, Thames Water, Royal Mail, SHL, Experian, Salesforce and Retail Trust, a live Sierra demo of an agent that builds agents, and hands-on workshops with Kore.ai and Kaltura. Every case study is 20 minutes, from someone who did the work.
Tuesday 20 October 2026. Convene Sancroft, London.
1,000+ leaders are already registered, and 30% are bringing a colleague. The two Leadership Series events that led here scored +75 and +85 NPS.
Built for the leaders shaping customer experience
For the leaders who own the customer relationship, and need AI to lift satisfaction, not just cut cost
CCOs and leaders in CX, service, contact centres and retention, plus the executives running AI across the customer journey. You leave knowing where AI agents are safe to let loose, what they did to CSAT and retention, and who built them.
Some of the operators attending aiblLIVE
Build your own journey across the event
Your pass is the whole event, not a single track.
Move freely across the five pillars and every session format, from hands-on workshops to closed-door boardrooms, and build a journey around your own interests and expertise.
Go deep in one track, or follow one problem across several, and drop into a boardroom roundtable for the board-level questions.
Transformation
The layer that connects every track, so you leave with a framework for making the pieces work together, not five sets of notes.
Explore the hubThree things you take back to your team
Customer experience
See how Marshmallow replaced deflection with an AI agent that improved retention, and what it took to get there.
Customer service & Contact Centre
Learn how Thames Water rebuilt its knowledge base so AI gives the right answer, then build and govern a service agent yourself with Kore.ai.
Customer success
Take back Royal Mail’s validation step for automated claims decisions, and how SHL and Retail Trust redesigned the experience around AI.
Microsoft, Acceleration Director
It was such a great event! Every speaker was so inspirational and I walked away with lots of learnings! From speakers and attendees!
Colt Technology Services, Chief Commercial Officer
A must for executives navigating AI strategy and implementation.
Hands-on workshops
45-minute live builds on real customer problems. At the Kore.ai workshop you build and govern a customer service AI agent in the room.
Operator case studies
20-minute, honest accounts from customer leaders who have deployed AI in service, support and success.
Micro-consultations at the Expert Bar
Pre-booked 1:1 appointments with enablement partners who have solved customer-AI problems, matched to your challenge before you arrive.
Boardroom roundtables
A closed-door peer discussion for senior customer leaders: one hour, by invitation, under the Chatham House Rule.
Live demos
Real customer-AI tools on real data, from the Sierra live demo on stage to the Kore.ai and Aircall demo pods in the Discovery Zone.
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Smart Networking
Boardy, our AI super-connector, calls you before the day and lines up warm introductions to the peers and partners most relevant to your challenge.
Featured sessions
Case studies & demos
- Beyond deflection: building an AI agent that improved customer retention (Marshmallow)
- Writing for the machine: how Thames Water rebuilt its knowledge base for AI
- Presence is not proof: adding AI validation before automated claims decisions (Royal Mail)
- Reimagining candidate and customer experience with AI at SHL
- An agent that builds agents: Ghostwriter live (Sierra live demo)
Workshop & clinics
- Beyond the demo: build and govern a customer service AI agent, live, with Kore.ai
- Boardroom roundtable: Beyond support, AI agents that improve CX and drive revenue, with Sierra
- Kaltura workshop: AI for customer experience
- See all 12 workshops and 4 boardroom roundtables
- Book a 20-minute Expert Bar consultation with an enablement partner
Why this track?
AI is moving response times. The leaders here have moved satisfaction and retention too.
Eleven sessions from customer leaders who have put AI into service, support and retention, including what went wrong.
You’ll hear what improved the experience, what hurt it, and what they would change.
If you own the customer relationship, you leave with your next AI move and a way to make it without a brand blow-up.
Related on aiblmedia.com: Find AI agents and agentic workflow partners · AI Foundations guides · All aiblLIVE tracks
Connect with our partners
Connect with AI platforms and enablement partners helping organisations like yours transform customer experiences.
Frequently asked questions
Who is the Customer track for?
Senior leaders who own customer experience, service, success and contact-centre operations, typically CCOs and heads of CX, service and success responsible for AI strategy and delivery in the customer function.
What AI use cases does the Customer track cover?
AI across the customer lifecycle: personalisation, conversational AI and agent assist in the contact centre, AI-assisted service and support, retention and customer success, and the responsible-AI controls that keep customer trust intact.
Can I attend sessions from the other tracks?
Yes. One pass gives you the whole event, across all five pillars: Growth, Customer, Efficiency, Workforce and AI Infrastructure.
How much does it cost to attend?
aiblLIVE is a paid event with tiered pricing that rises as the date approaches. See the current ticket price on the booking page. In-house leaders at UK and Ireland organisations may be eligible for a complimentary guest pass: apply when you register.
Will I meet technology providers?
Yes. You’ll meet carefully selected AI providers relevant to customer operations, in formats built for real conversations rather than a busy exhibition floor.
Will I meet Enablement Partners?
Yes. The Expert Bar is where you meet them. You pre-book a one-to-one clinic with a vetted AI enablement partner, matched to the problem you bring, so the time goes on solving it. Come with a live AI challenge and leave with a clear next step.
Leave knowing what lifts satisfaction, not just what cuts cost
Under two weeks to go. Join senior customer leaders on 20 October. See AI agents running live, hear what they did to CSAT and retention, and meet the teams who built them.
