Webinar
_
Designing for Trust: AI-powered CX strategies for 2026
Designing for Trust: AI-powered CX strategies for 2026
On-Demand
|
11AM SGT I 2PM AEDT I 4PM NZDT I 8.30AM IST I 12PM JST & KST I 1 HOUR
AI is transforming customer experience — but are customers open to it?
Qualtrics’ latest Global Consumer Trends research by Qualtrics reveals a stark reality: only 1 in 5 consumers in Asia Pacific & Japan use AI for customer support, and 1 in 4 do not trust organisations to use AI responsibly.
This trust gap isn’t happening in isolation. It’s amplified by two major shifts shaping the CX landscape: The Silence Problem: Customers are giving less direct feedback, forcing organisations to listen beyond surveys. And The Value Trap: Price attracts, but loyalty is earned through exceptional service and trust.
Unlocking the full potential of AI will rely on organisations designing customer experiences with intention - balancing AI capabilities with human-centered design. Strategic service design will be what separates AI that frustrates - from AI that delights.
Special guest - Harriet Wakelam (Executive Director & Head of Group Design) from DBS
Join us for an exploration of the four critical CX trends shaping 2026, plus an in-depth discussion with DBS (Southeast Asia's largest bank and recognised for customer experience innovation). As a service design leader, Harriet will share real-world insights on how to design for AI-powered experiences that build trust and drive measurable results.
In this session, learn
-
- Designing AI that enhances, not replaces, human connection — bridging the gap between efficiency and empathy
-
- Building ethical, transparent personalisation that customers welcome and trust
-
- Listening beyond surveys to capture feedback from the silent majority and act on unspoken signals
-
Escaping the Value Trap by linking human service excellence to loyalty and business growth
Watch now
Webinar
_
Designing for Trust: AI-powered CX strategies for 2026
Designing for Trust: AI-powered CX strategies for 2026
On-Demand
|
11AM SGT I 2PM AEDT I 4PM NZDT I 8.30AM IST I 12PM JST & KST I 1 HOUR
AI is transforming customer experience — but are customers open to it?
Qualtrics’ latest Global Consumer Trends research by Qualtrics reveals a stark reality: only 1 in 5 consumers in Asia Pacific & Japan use AI for customer support, and 1 in 4 do not trust organisations to use AI responsibly.
This trust gap isn’t happening in isolation. It’s amplified by two major shifts shaping the CX landscape: The Silence Problem: Customers are giving less direct feedback, forcing organisations to listen beyond surveys. And The Value Trap: Price attracts, but loyalty is earned through exceptional service and trust.
Unlocking the full potential of AI will rely on organisations designing customer experiences with intention - balancing AI capabilities with human-centered design. Strategic service design will be what separates AI that frustrates - from AI that delights.
Special guest - Harriet Wakelam (Executive Director & Head of Group Design) from DBS
Join us for an exploration of the four critical CX trends shaping 2026, plus an in-depth discussion with DBS (Southeast Asia's largest bank and recognised for customer experience innovation). As a service design leader, Harriet will share real-world insights on how to design for AI-powered experiences that build trust and drive measurable results.
Featuring
DBS Bank
Harriet Wakelam
Executive Director & Head of Group Design
Harriet has spent over two decades redesigning opportunities for people to interact with money, health and insurance from UK to Australia and across complex markets including China, Taiwan, India and Indonesia. She’s built systems for customer experience measurement, design and CVP.
Qualtrics
Irene Ng
Head of CX Solution Strategy, SEA & GC
Bringing over 20 years of expertise in data analytics, research and customer experience, Irene helps organisations design and scale high impact CX programs. At Qualtrics, she partners with business leaders to build strong experience foundations.
The world’s top brands trust Qualtrics to deliver breakthrough experiences
Related Content
_
Explore more resources
eBook_
2026 Consumer Experience
2026 Consumer Experience
Trends Report
eBook_
2026 Global Employee Experience Trends
eBook_