Welcome to the forefront of conversational AI as we explore the fascinating world of AI chatbots in our dedicated blog series. Discover the latest advancements, applications, and strategies that propel the evolution of chatbot technology. From enhancing customer interactions to streamlining business processes, these articles delve into the innovative ways artificial intelligence is shaping the landscape of automated conversational agents. Whether you’re a business owner, developer, or simply intrigued by the future of interactive technology, join us on this journey to unravel the transformative power and endless possibilities of AI chatbots.
Customer Experience Inspiration and Insight
When we asked our network to tell us which three CX trends are changing their roles the most this year, generative AI chatbots were the second most selected response followed by hyper-personalization in sixth place.
In this session from All Access: The AI Revolution in CX, Edward Pauls, digital adoption and innovation expert at Swiss International Airlines explains how the airline has pursued both trends in tandem to create a new way to inspire and engage prospective travelers and drive flight sales.
In this interview with senior CX Network event producer Chloe Chappell, Edward explains how the airline’s generative AI-powered chatbot Heidi helps customers discover travel destinations by asking about their specific holiday preferences. From recommending lesser-known spots to tailoring suggestions that meet customer interests, Heidi represents a new frontier in customer engagement for airlines.
You can find out more about Heidi here.
February 24 – 25, 2026
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Hilton London Syon Park, Middlesex, United Kingdom
March 10, 2026
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