About
Artificial Intelligence has matured beyond automating tasks: generative and agentic AI systems are now capable of autonomous, proactive decision-making, fundamentally transforming the workplace. For customer experience (CX) and service-focused organisations, the implications are profound, demanding not just new technology adoption, but a radical rethinking of how teams, culture, and value creation operate.

Join Dr. Sean Gallagher (Executive Director, Humanova) for an in-depth exploration of organisational behaviour and culture in the era of AI-powered workforces. Drawing on cutting-edge research and real-world case studies, this session unpacks the psychological and cultural shifts when human employees and AI agents collaborate, and how to ethically and resiliently build hybrid Human-AI teams.
Agenda
  • How agentic AI is reshaping the meaning of work, productivity, and service value.
  • Psychological impacts and cultural challenges of integrating AI into customer-facing and service teams.
  • Best practices for assessing organisational readiness and selecting effective starting points for AI-driven transformation.
  • Redefining collaboration, upskilling, and leadership for CX organisations in a blended workforce.
  • Frameworks for ethical, human-centred AI integration and sustained organisational adaptability.
Presenters
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Nicholas Kontopoulos
Vice President of Marketing for Twilio, Asia Pacific & Japan
As the Asia Pacific & Japan Vice President of Marketing for Twilio, Nicholas Kontopoulos harnesses over 30+ years of professional experience, built across multiple industries and geographies. He’s passionate about challenging the 'status-quo' and 'management dogma' that stifles the creative thinking processes that are paramount to delivering amazing customer experiences, Nicholas ensures that ‘Customer Experience’ is a core business ideology at the heart of the brand.

Previous to this, Nicholas was the APAC Head of Growth Marketing at Adobe DX and the Global VP for Fast Growth Markets Marketing at SAP, and has also held a number of highly strategic global and regional, Sales and Business Development and Marketing roles during his career across the globe.

During the course of his career, Nicholas has passionately pursued business strategies that both harness, and intelligently exploit the power of available technologies, both within the businesses he has worked for and those clients he has served. An international speaker, Nicholas has been regularly published on Forbes.com, News Asia, Bloomberg, CampaignAsia.com, Marketing-Interactive.com, THEDRUM.com and Customerthink.com.
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Dr. Sean Gallagher
Leading Expert on the Future of Work
Dr. Sean Gallagher is a leading expert on the future of work, specialising in the intersection of technology, human capability, and organisational transformation. He is the founder of Humanova, where he works with organisations and leaders to navigate change, harness emerging technologies, and accelerate human potential.

Sean’s work focuses on the impact of technologies such as generative AI, robotics, and automation on the workplace, and how organisations can design work and leadership practices to thrive in a rapidly changing environment. He has worked with both private and public sector organisations, providing insights and frameworks for implementing hybrid work, talent
strategies, and workforce innovation.

An accomplished researcher, Sean has led national studies on the future of work and workforce productivity, with findings informing corporate strategies and public policy. He has held academic positions at leading institutions, including Stanford University, the University of Southern California, and Swinburne University of Technology, where he led the Centre for the New Workforce. Sean holds a PhD in Chemistry and has received awards for his contributions to research and innovation.

As a speaker, Sean brings a compelling blend of research expertise, practical insight, and engaging storytelling. He helps audiences understand how technology and new ways of working are shaping the future, offering actionable strategies to lead, innovate, and thrive in a transformed workplace.
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