Great customer service shouldn’t depend on who showed up to work today.
The best customer experiences aren’t built around individual interactions. They’re designed for continuity, so the quality of the experience doesn’t reset with every new conversation.
Turn every interaction into intelligence and every piece of feedback into action, creating a customer experience that learns, adapts and improves over time.
Meet us at Engage Customer Summit.
Explore live demos, get personalised CX AI Assessments, and engage in one-to-one conversations with our experts.
Mainstage Sprinklr Presentation
Why customer conversations are won before an agent says hello
October 7, 2026 | 12:20 p.m. — 12:45 p.m.
Mainstage
By the time an agent joins a conversation, the customer has often already formed an impression of the experience. The channels they used, the context that was preserved, the effort required, and the effectiveness of automation have already shaped the outcome.
This session looks beyond the agent interaction itself to explore the invisible factors that determine customer experience success. From orchestration and context-sharing to AI-driven service journeys and operational design, leaders will discuss how the best experiences are often determined long before a conversation reaches a human.
Andrew Pattie
Director,
AI & CX Solutions
Sprinklr
Tom Harpham
Head of Workforce &
CX Operations Development
Boots
Sprinklr @ Engage Customer Summit
Evolution London,
Queenstown Road, Chelsea Bridge,
London, SW11 4NJ
The venue is easily accessible from the underground via Battersea Power Station or Sloane Square, Victoria Main Line Station and by bus or taxi.