Nebuly Sessions: Customer facing AI that differentiates your brand
It's no surprise UK businesses tend to deploy AI agents in support first. It's low risk, and the cost case is easy to make. But traditional metrics and the containment strategies built on them don't really capture customer experience in the AI channel, and stopping at support wastes something valuable: conversational AI gives you an unmediated record of what customers want, in their own words, as well as a means to deliver it. Virgin Atlantic, Revolut and Oura go further, using that record to build differentiated, personalised experiences.
That points to a strategic question as AI embeds itself in consumers' lives: will your brand be an Agent-of-choice, or a choice-of-agents? The move is both offensive and defensive, using domain and customer knowledge to build owned experiences, or ceding that ground to a generalist agent like ChatGPT, Claude or Gemini. There's no single right answer. This Nebuly Sessions is an open discussion on how brands are working it out for themselves, with the leaders making those decisions.
Some of what we'd like to get into:
What do customers reveal when they ask in their own words?
How are companies using AI in support channels to improve processes and products?
Where does an in-product assistant become relevant and what’s the investment case?
how to judge quality when the usual CX instruments don't fit the channel
how far to let the assistant go, and where it should hand over
Expect to hear from:
Benjamin Saunders, Director of UK&I at Nebuly
Leonie Brown, Head of Qualtrics Labs at Qualtrics
plus a table of leaders working on the same challenge.
PS: This is a roundtable dinner, not a panel: expect unstructured discussions, not slides!
Information:
🗓️ When: 21st October 2026, from 7pm to 11pm
📌 Where: The Apartment @ The Hoxton Southwark
🌐 About Nebuly: www.nebuly.com
✉️ For any questions, please email m.honorato@nebuly.ai