Hello

I’m Ben Farrell, a keynote speaker, AI strategist, and customer experience leader focused on how artificial intelligence is reshaping the way organisations connect with customers around the world.

 

For more than 15 years, I’ve worked across contact centres, enterprise technology, and digital transformation, helping some of the world’s most influential brands rethink how customer conversations are designed, delivered, and scaled. My work sits at the intersection of AI, customer experience, and operations, where strategy meets the reality of implementation.

 

What drives me is a simple belief: technology should make customer experiences more human, not less. The real opportunity with AI is not automation alone, but the ability to design better conversations, empower frontline teams, and create service experiences that feel effortless, intelligent, and trustworthy.

 

My career began in contact centre operations and quality programs, where I worked closely with agents and support teams across the globe. From offshore delivery centres in Asia to enterprise support organisations in North America and Europe, those experiences shaped how I think about customer experience today. The future of CX is not just about technology. It is about people, systems, and conversations working together in new ways.

 

Over time, my work evolved into AI strategy, conversational AI design, and large-scale CX transformation programs. I’ve helped organisations deploy virtual assistants, redesign customer journeys, introduce AI-driven automation, and build operating models that balance efficiency with empathy.

 

Today, I focus on helping leaders understand what AI really means for customer experience. Through keynote speaking, advisory work, and thought leadership, I help organisations move beyond experimentation and toward confident, responsible adoption of AI across the customer lifecycle.

 

I’m particularly interested in the future of human–AI collaboration in service environments, the role of trust in automated experiences, and how organisations can design customer conversations that feel both intelligent and deeply human.

 

Because ultimately, customer experience is not about channels, platforms, or models. It is about conversations, and how those conversations shape relationships between people and organisations across the world.