Name: Gerald Xavier | AI Customer Support Summit | London
Start: 2026-12-02T00:00:00.000Z
End: 2026-12-02T00:00:00.000Z
Location: InterContinental - The O2

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Gerald

Xavier

Head of Customer Experience and Operations

Setmore

For over 15 years, Gerald has helped SaaS and BPO teams reimagine how customer experience and operations intersect. By uniting product, marketing, and service functions, he has driven measurable gains in response times, cost efficiency, and, most importantly, the way customers perceive and connect with a brand.

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02 December 2026 13:30 - 14:15

Roundtables: The AI conversations you're not having yet

AI isn’t just revolutionizing how we talk to customers—it’s transforming how support teams work behind the scenes. In this interactive session, you'll choose between four topics related to how AI is personally impacting you and your co-workers. Don't worry if you can't pick just one topic, before time is up we will regroup to share key take-aways with the whole group. Topics to discuss: - Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption - Stefano Virgili - The Modern Customer Service Team: Driving Revenue in an AI-Powered World - James Skene - A new kind of scorecard: Reviewing agent performance with an AI rubric for success - Gerald Xavier - Keeping your team on top: How to implement a team-wide AI training strategy