AI Strategies Transforming Customer Experience

Customer expectations keep rising, support volumes keep growing, and digital channels aren’t slowing down. AI is no longer optional in CX, but how you use it matters.

In this session, we’ll break down the two main ways AI is used in customer experience today: reducing support volume through deflection and improving support team efficiency. You’ll see where AI actually helps, where it often falls short, and how teams are using it without damaging customer trust.

What we’ll cover

• The current state of customer experience and why AI has become essential
• How AI is used for deflection, including bots across chat, email, and messaging
• How AI drives agent efficiency through ticket summaries, response drafts, workflows, and insights
• Real lessons from teams already using AI: what works and what doesn’t
• Examples of tools and platforms supporting modern CX strategies
• Live Q&A to discuss your specific CX challenges

What you’ll learn

• How to reduce support volume without hurting the customer experience
• How AI helps agents resolve issues faster with less manual work
• How to introduce AI in CX without breaking trust
• How leading teams think about AI as part of their long-term CX strategy