At the 5th Annual mena Conversational-AI & Contact Center Automation Summit 2025, I had the opportunity to contribute to the ongoing conversation around the future of AI in customer engagement.
The event began with a one-on-one, interview-style discussion where I spoke about the evolving role of Artificial Intelligence in the BPO and contact center space. It was a meaningful exchange covering how AI is transforming customer expectations, optimizing service delivery and driving long-term business value.
Practical Insights for Responsible Transformation
Later, I took the stage for a presentation focused on the benefits, challenges, and solutions surrounding AI adoption. From faster response times and scalability to concerns about data ethics and workforce adaptation, I shared a balanced view of how organizations can implement AI responsibly and effectively.
At IBT, we are committed to leveraging AI not just for automation, but to create smarter, more human-centric customer experiences. The summit provided a powerful platform to share that vision and connect with others who are equally focused on redefining the future of service.
Events like this continue to drive the industry forward and I’m proud to be part of the conversation.