Roundtable

From Assistant to Autonomous Decision-Maker: Exploring the AI Governance Challenge

28 April 2026 11:30 am - 1:00 pm EST
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How do firms navigate the governance risks associated with the increased use of AI for evaluation and decision-making in contact centers?

As AI adoption accelerates across contact centers, organizations are entering a new phase – one where AI no longer simply supports agents, but actively evaluates performance, shapes behavior, and informs operational decisions.

Unfortunately, this shift is happening faster than many traditional governance models can keep up with. AI initiatives often inherit flawed performance definitions, legacy metrics, and biased data, which can lead to confident but incorrect conclusions that undermine quality, trust, and customer experience.

So as AI systems increasingly evaluate agent performance, drive coaching decisions, and influence customer outcomes, how do organizations ensure the right governance, accountability, and validation of what is being measured?

Join this Meet the Boss roundtable, in partnership with BPA, to explore why measurement validity matters, how psychometrics and human expertise safeguard decision-making, and what it means to move from AI-enabled operations to AI-governed enterprises.

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GDS Roundtable Environment with host, Jade
GDS Roundtable Environment with host, Ben

David Blackwell

President & Owner

Discussion Topics

1

To what extent does AI amplify existing quality definitions, assumptions, and bias rather than correcting them?

2

What are the risks of relying on AI insights without validating what is being measured and why?

3

What is the role of psychometrics in ensuring performance evaluations are meaningful, fair, and outcome-linked?

Why Attend

Closed door, tailored conversations to benchmark, share and get better equipped to solve complex transformation projects.

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Meet industry leading like-minded executives tackling similar initiatives.

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Discover and network to gain expertise and experience on how to best act and succeed.

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Register Interest
"Very engaging on the right topics and with the right people, I very much look forward to (attending more) in the future"
Alex Boehme, CTO, H&M Group
"Since the session I did have several of the attendees reach out to me. We were able to grow our networks, connect together, share experiences, and I look forward to continuing those dialogs into the future"
Jeffrey Johnson, Vice President, Chief Information Security Officer and Chief Security Officer, Siemens Health Affairs for North America
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Dr Brian Letort, Fellow & Chief Enterprise Architect, Northrop Grumman
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David Kidder, CEO & Co-Founder, Bionic
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Mike Welna, Senior Information Security Director, Boys Town
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Margaret Bond, Director of Cyber Security, Numotion
"This is not your typical zoom. This is a lot more innovative. The look and feel is far more advanced than what I've seen before. "
Marty Sprinzen, Founder & CEO, Vantiq

Digital event benefits

Solve key challenges and ensure relevant discussions connect with outcomes efficiently and at pace.

Meet

Access to industry leading like-minded executives tackling similar initiatives

Discover

Collaborate and network to gain expertise and experience on how to best act and succeed

Accelerate

In-depth face time with the world’s leading tech companies pushing the boundaries to solve your challenges

Apply to attend

Thank you for your interest. One of the team will be in touch soon.