Creating Human-Centred Cultures in the Age of AI

In this fireside chat about the future of work and technology, Mitel’s Paul Hughes is joined by Hank Brigman, renowned CX consultant and President & Chief Experience Officer at Customer Experience Strategies, and Danny Wareham, organisational psychologist and author. Together, they challenge the common assumption that technology alone drives success, and make a powerful case that AI only succeeds when built on strong human foundations.
The discussion explores how trust, culture, and meaningful human experience shape not just the deployment of AI, but the value organisations derive from it.
What you’ll learn

•    Why Employee Experience (EX) + Customer Experience (CX) = Human Experience (HX)  and why this matters for strategy.
•    How to shift from technology-first thinking to human-centred AI adoption.
•    Why cultural readiness, not technical sophistication determines AI success.
•    Practical approaches to designing AI around people’s needs.
•    How to build trust, align values, and empower employees so AI amplifies human performance.

Organisations are investing in AI to accelerate efficiency, automate workflows, and enhance customer interactions. Yet technology alone won’t unlock these benefits unless it’s supported by a culture that champions people, trust, and human experience. By positioning Human Experience (HX) as a strategic guiding principle, leaders can create environments where technology enhances rather than replaces human contribution.

Join us for a lively, forward-looking conversation that rethinks what great customer experience looks like in an AI-driven world.