AMPLIFIED Leadership: governing human judgment as agentic AI scales

Dan Leiva, Founder of CXAmplify and former operations leader at Apple, Intuit, Travelers, and eBay, joins Harry Williams, Global Head of Brand and Creative at Kore.ai, for a fireside conversation on a critical leadership question: as Agentic AI scales, what decisions should automation make and what must remain human?

Drawing from his AMPLIFIED leadership framework developed while guiding large-scale service organizations through major technology shifts, Dan shares how leaders can govern human judgment in an AI-driven environment. The discussion explores where automation creates efficiency, where it can introduce unintended risk, and how organizations can define clear points of human ownership within AI-enabled workflows.

Attendees will leave with practical insight into how CX leaders can balance Agentic AI and human decision-making while building service operations that scale responsible.