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.