As AI becomes agentic, conversations stop being interfaces and start becoming decision-making environments. In this talk, Hans van Dam introduces Conversational Capital: the trust, goodwill, and willingness to engage that accumulates—or collapses—through every interaction a brand has with people. Drawing on over a decade of field experience training 15,000+ professionals and working with more than 200 enterprise brands, Hans shows why most AI programs stall despite impressive technology—and how Agentic Experience Design (AXD) unlocks Conversational Capital by balancing agency and empathy at scale. This session offers a practical lens for leaders building AI systems that don’t just automate faster, but compound trust over time.
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