The CX Strategy Series: Scaling AI, Building Trust, and Proving ROI in Customer Support

Webinar Series

The CX Strategy Series: Lead Your Organization into the Agentic Future

Join our 3-part webinar series exploring how organization are moving from AI experimentation to real operational impact

Part 1: Hypothetical AI to Scaled AI
Thursday, April 2nd
9:00 am PT | 12:00 pm ET

Part 1: Trust at Scale
Thursday, April 9th
9:00 am PT | 12:00 pm ET

Part 1: Proving the ROI of AI
Thursday, April 16th
9:00 am PT | 12:00 pm ET

Customer support has become a frontline driver of revenue protection, brand trust, and customer loyalty. At the same time, AI is forcing teams to rethink how work gets done across the contact center.

This 3-part series explores how organizations are moving from AI experimentation to real operational impact, from redesigning the agent role, to building customer experiences that earn trust, to scaling transformation with measurable ROI.

Join Swapnil Jain (CEO, Observe.AI) and Sneha Iyer (Business Value Lead) with guest experts Deann Moore (former VP of Change Management, Asurion) and David Wilson (Founder, Impactify.cx; formerly DoorDash, Chime, and Uber) as they share practical frameworks for scaling AI, improving CX, and driving lasting operational impact.

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We look forward to seeing you there!

Part 1

Hypothetical AI to Scaled AI

Thursday, April 2nd at 9:00am PST | 12:00pm EST

Agents are the backbone of the contact center and a key driver of CX, revenue protection, and brand trust. This session explores how the agent role is evolving with AI, where legacy workflows break down, and how leaders can redesign systems, coaching, and automation to improve performance without increasing burnout or cost.

You'll learn

The biggest leadership blind spot in measuring agent performance
How to eliminate “swivel-chair” work and reduce cognitive load
Where AI meaningfully augments agents—and where it introduces risk
Practical ways to scale agent performance without adding headcount

Part 2

Trust at Scale

Thursday, April 9th at 9:00am PST | 12:00pm EST

Customer support is no longer a downstream function, it’s a core part of the product and brand experience. As expectations rise, consistency, accuracy, and trust become critical drivers of loyalty. This session explores how teams are redesigning support experiences to reduce friction and deliver automation customers actually trust.

You'll learn:

Where automation creates leverage, and where it erodes trust
How to design for high-emotion moments like escalations and recovery
Principles for self-service that reduce repeat contacts and transfers
What real omnichannel excellence looks like

Part 3

Proving the ROI of AI

Thursday, April 16th at 9:00am PST | 12:00pm EST

As customer operations become central to revenue protection and cost control, leaders are under pressure to scale AI responsibly. This session focuses on how executives move beyond experimentation to measurable impact through the right strategy, governance, and operating model.

You'll learn:

The CX metrics that resonate at the executive and board level
How to build a defensible business case for AI and automation
How to lead adoption with trust, governance, and accountability
Common transformation pitfalls,and how to avoid them