Fundamentals of AI in Customer Experience

July 9, 2026 | 8 a.m. PT | 11 a.m. EST | 4 p.m. GMT

AI is reshaping contact centers faster than any technology shift in the last decade. This practical, jargon-free session cuts through the noise to focus on what actually matters: the real operational problems your teams face and the AI innovations solving them.

What we’ll cover

• Why traditional customer journeys break down—and how modern AI is fixing the friction points legacy IVRs and static self-service create.

• How AI helps teams work smarter—real-time guidance, automated summaries, and tools that reduce repetitive work so agents can focus where it counts.

• Turning every conversation into insight—understand sentiment, spot emerging issues, and surface risks across 100% of interactions, not just the ones you have time to review.

• Building trust in enterprise AI—practical governance and guardrails for deploying AI responsibly at scale.

• Interactive “Match the Need” exercise—apply what you’ve learned by connecting real CX challenges to the right AI approaches (no technical background required).

What you’ll take away

• A clear framework for evaluating AI opportunities by business outcome—not buzzwords.

• Confidence to lead AI conversations with operations, IT, and executive stakeholders.

• Actionable examples from organizations already reducing friction and improving efficiency.

Built for every level of the CX org—from frontline agents and supervisors to operations leaders, IT teams, and digital transformation leads. Join your peers for an engaging discussion about the future of AI in customer experience—and leave with practical ideas you can apply to your own organization.