Author: Ivana Papanicolaou
Ivana Papanicolaou
Head of Customer Experience Solutions Strategy, Qualtrics Through her career Ivana has a proven track record in helping organisations design and implement large-scale CX programs that improve decision making, prioritise resources and drive superior customer outcomes. She has held a broad range of business transformation roles across the Australian Energy and Financial Services sectors.
Organisations have been told that AI is the key to unlocking unparalleled customer experiences. Yet, as we move toward 2026, a significant gap remains between the promise of AI and the reality for consumers. Many businesses are investing heavily in AI, but those investments largely sit behind the scenes, optimising internal processes rather than delivering the benefits that customers can actually touch and feel. This disconnect is fuelling a growing trust deficit. Qualtrics’ Customer Experience Trends Report shows that only 23% of Aussies trust organisations to use AI responsibly. This isn’t surprising when their main concern is the misuse of…