CX on the Frontier:
Breaking the Rules of Human and AI Engagement
Debate II: The New Frontier, Human Like Enterprise
Where human and AI collaboration redefines CX. We are entering a new era of customer experience where the goal is not just faster service or lower cost, it is more human, more contextual, and more effective interactions at scale. The “Human-Like Enterprise” is an organisation that can respond to customers with the speed and intelligence of AI, but the judgment, empathy, and nuance of humans.
Meet our panel:
Abbi Fry
Head of Complaints, NFU Mutual
I currently look after the Complaints Department for NFU Mutual, having focussed my career in financial services on operational management and customer experience. I’ve always favoured a customer centric approach to decision making, driving change that is validated by customer data and insights.
NFU Mutual with CourtCorrect won Gold in the category Best AI Customer Experience of the Year at the 2025 UKCCF National Contact Centre Awards
Jennifer Buffaloe
AVP, Customer Success, Callminer
Jennifer Buffaloe brings over 30 years of experience leading teams and driving customer value across diverse industries. She’s passionate about harnessing AI, analytics, and automation to help customers unlock the full potential of their investments and achieve meaningful business outcomes. In her current role, she focuses on building and empowering a team dedicated to providing exceptional service, proactive support, and strategic guidance. Together, they partner closely with customers to understand their unique needs and align our solutions to help them grow, stay engaged, and realize measurable value.
Jennifer’s leadership approach balances big-picture vision with hands-on execution, fostering a culture of collaboration, accountability, and continuous learning. She works closely across departments—including sales, product, systems, and support—to execute customer success programs that align with business goals and drive customer satisfaction. She’s deeply committed to advancing customer success initiatives that promote innovation, maximize retention, and ignite growth. Jennifer looks forward to building strong partnerships and delivering on our promise to put customers first.
Paolo Righetti
CEO & Founder, Atombit
With over 30 years of dynamic leadership in the AI and analytics industry, Paolo Righetti is a visionary trailblazer renowned for transforming businesses globally. His entrepreneurial journey began with the founding of a CX data analytics solution provider, lately being successfully acquired by Teleperformance, cementing his legacy in the analytics world. As Global Head of Analytics at Teleperformance SA for an impressive 15 years, Paolo scaled the business to unprecedented heights, delivering innovation at scale across 70 countries.
A passionate innovator, Paolo pioneered new solutions in customer experience (CX) and employee experience (EX) to drive unparalleled value. Their revolutionary concepts, including Proactive caring processes, pioneer programs in Customer Feedback Management and redefined employee engagement strategies from candidate selection to retention, have created value for dozens of enterprise clients and enhanced organisational efficiency and performance for over 500,000+ full-time employees globally.
Building and nurturing long-lasting relationships with key vendors and clients has been a hallmark of Paolo’s career. With a network spanning over 25 years, they’ve cultivated a deep reservoir of trust and expertise that continues to drive innovation and success in every partnership.
Paolo Righetti is not only a leader but a change maker, whose career continues to inspire and redefine the future of AI, analytics, and customer-centric solutions worldwide.
Rula Samara
Head of Customer Experience, Novuna Consumer Finance
Rula Samara is a senior customer experience leader in financial services with extensive expertise in customer strategy, regulatory change and operational transformation. As Head of Customer Experience, she leads complex, customer critical programmes, balancing regulatory responsibility, commercial rigour and compassionate service delivery.
Rula is known for her values led leadership, strong governance mindset and ability to lead through uncertainty, particularly in highly regulated environments. She is passionate about inclusion, wellbeing and purpose driven leadership, and brings a human, inclusive lens to tackling complex organisational challenges.
Meet our trilogy chair:
Marianne Withers
Business Partner, Atombit
Marianne Withers is a recognised force in customer experience, operational transformation, and human-centred innovation. As Founder & CEO of The Verity Centre, and now leading Atombit’s CX, People, and Technology Transformation portfolio in the UK, she is shaping a new era of intelligent, emotionally attuned business performance. Marianne combines deep operational expertise with emerging technology to deliver data driven, design led solutions that redefine how organisations serve, support, and connect with their customers.
With over 30 years’ experience across financial services, healthcare, energy, and the retail sector, Marianne is renowned for transforming cultures, elevating performance, and unlocking sustainable growth. Her work bridges commercial impact with human insight, creating environments where people thrive, technology amplifies capability, and customers feel genuinely understood.
As an Entrepreneur in Residence at the University of Portsmouth, she mentors founders with strategic guidance, innovation support, and ecosystem building, championing inclusive entrepreneurship and advancing women in enterprise. Marianne also serves as a Non-Executive Director for The Road from Karachi, providing strategic counsel to its founder and driving the organisation’s long-term vision, operational maturity, and community impact.
Bold, authentic, and instinctively future-focused, Marianne is a catalyst for meaningful change, empowering people, accelerating innovation, and redefining what modern leadership looks like.