AI is no longer a side conversation in customer experience. It’s influencing how experiences are designed, how personalization scales, how self-service operates, and how leaders make decisions — often faster than organizations can establish clarity, governance, or shared intent. For CX leaders, the question is no longer, “Should we use AI?” It’s where AI belongs inside CX strategy, how to deploy it intentionally, and what must remain unmistakably human as automation accelerates. Those questions sit at the center of several guest speaker sessions at CX Forum East , taking place June 16–17, 2026, in New York City. Leaders from financial services, technology, and other global enterprises will share how they’re navigating AI’s growing role in CX while protecting trust, creativity, and accountability. Moving From AI Adoption To AI Intent Many organizations can point to AI initiatives. Far fewer can clearly explain why those initiatives exist, what success looks like, or where human oversight still matters.…