What if your next great support hire, team lead, or escalation expert was already hiding in your recognition data? In this session, discover how a leading rewards and recognition SaaS company used AI to transform moments of appreciation into actionable intelligence for Customer Support. By integrating AI into their platform, Workhuman are unlocking new ways to identify emerging leaders match strengths to customer needs, and build support teams that perform with precision and purpose. You’ll learn how this approach has improved customer outcomes, boosted NPS and CSAT, and helped organizations create recognition-driven cultures that attract and retain top talent. Walk away with practical ideas on how to turn recognition insights into a strategic advantage for your support organization — connecting performance, engagement, and impact in ways that truly scale.

The pressure to adopt AI is undeniable, yet a truly successful strategy demands more than just integrating the latest tech. It requires a deep understanding of customer needs and a commitment to preserving the human element. This panel brings together leaders with extensive experience across diverse industries to explore how to strategically implement AI in customer support, ensuring it enhances, rather than diminishes, customer relationships. Our panelists will share their insights on identifying where AI delivers the most impactful value, whether in empowering agents, optimising back-end processes, or through customer-facing chatbots and self-service. They will delve into real-world scenarios, discussing which AI applications best serve specific groups of people and why, and how to balance efficiency gains with the imperative to maintain authentic human connection. Learn how to navigate the evolving AI landscape with a customer-centric mindset, avoiding pitfalls and building intelligent support solutions that genuinely meet and exceed customer expectations.