Artificial Intelligence is radically changing the way organisations connect with customers — but in the rush towards AI and automation, it’s easy to lose sight of the human at the heart of every interaction.
56
%
think AI agents help them better understand products
51
%
prefer interacting with AI agents over humans for immediate service
47
%
feel AI agents can be empathetic when addressing concerns
Source: Zendesk's 2025 Customer Experience (CX) Trends Report
Join the conversation: Leading with empathy and AI to elevate Customer Experience
Join us for an exclusive seminar that explores how AI can enhance, not replace, the human touch in customer experience (CX). Discover how forward-thinking companies are using AI to personalise journeys, predict customer needs, and deliver exceptional service at scale — without compromising empathy or trust.
We’re also excited to welcome Zendesk, who will showcase how their AI-powered solutions are shaping the future of CX to deliver exceptional service at scale.
You’ll learn:
- What leading brands are doing to put AI at the heart of their CX strategy
- How to bridge the gap between AI trendsetters and traditionalists
- Practical ways to build trust, empathy, and efficiency through technology
Programme
08:30 | Registration and coffee
08:30 | Registration and coffee
Arrive at Trident Park to register then connect with fellow attendees, enjoy a coffee, get ready for the event.
09:15 | AI and the future of customer experience with Zendesk
09:15 | AI and the future of customer experience with Zendesk
Introduction & welcome - Joseph Casha, Senior Manager, CX Business Development, Technology & Transformation
09:35 | Elevating your customer experience
09:35 | Elevating your customer experience
A presentation on the importance of adopting innovative CX solutions and their role in transforming customer interactions by Ludwig Micallef, Director, Technology&Transformation, Deloitte Malta.
10:15 | Zendesk AI: Discover the AI innovations shaping service
10:15 | Zendesk AI: Discover the AI innovations shaping service
Explore Zendesk AI: Discover the innovations shaping customer service and see how cutting-edge AI is enhancing CX.
10:45 | Live Demo Zendesk AI
10:45 | Live Demo Zendesk AI
Live Demo of Zendesk AI, showcasing how AI-powered solutions are transforming customer experience in real time.
11:15 | Panel discussion
11:15 | Panel discussion
Insight exchange: Customer experience in action.
Real-world insights into implementing AI-driven CX strategies, sharing successes, challenges, and lessons learned
12:00 | Q&A followed by refreshments
12:00 | Q&A followed by refreshments
Connect with senior executives, strategists and innovators over food and drinks to explore findings from the event
Speakers and panelists
