Experience Makers Lunch & Learn: AI and the Customer Voice
Arthur Hooper’s, 8 Stoney St, London
Experience Makers Lunch & Learn: AI and the Customer Voice
We relaunched our Experience Makers network this week with our first Lunch & Learn and what a start it was. A small group of senior leaders from across the real estate industry joined us for a closed-door discussion under Chatham House rules. No panels. No presentations. Just an open, honest exchange around one big question:
How is AI reshaping the way we understand our customers – and what are we gaining or losing in the process?
Why We Brought Experience Makers Back
Experience Makers is the UK’s leading community for customer experience professionals in real estate, connecting people across offices, retail, industrial, residential, and mixed-use sectors. After a short pause, we’ve brought it back with a renewed focus on practical, senior-level conversations grounded in research and real-world application. Not buzzwords. Real insight.
The Conversation
Our first theme, AI and the Customer Voice, sparked one of the most thought-provoking discussions we’ve had in years. We explored where AI is making a genuine difference and where it still falls short. From conversational AI tools managing leasing enquiries, to questions of trust and the “uncanny valley” moment when technology feels almost human but not quite. The group shared powerful, real-world experiences.
It was clear that while AI continues to advance, the balance between automation and authenticity remains critical. In customer experience, efficiency alone isn’t enough. Trust, tone, and human understanding still matter most.
What’s Next
Our first Experience Makers white paper, AI and the Customer Voice, will be published later this month, exploring six key opportunities and six watch-outs for AI in customer experience. Attendees at the Lunch & Learn had an exclusive preview, and we can’t wait to share the full findings with the wider network.
Be on the lookout for upcoming events here, including webinars, study tours, and more in-person sessions like this one. They are designed to continue senior-level conversations across the industry.
Experience Makers isn’t just back. It’s evolving. And together, we’re shaping how real estate listens, learns, and leads in an AI-driven world.
If you’d like to be part of future Experience Makers events, explore our membership options here.
