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

This three-part series explores how forward-thinking organizations are moving beyond AI experimentation to deliver measurable results.

Part 1: Why Customer Service is the Hotbed for AI Agents
Thursday, April 2nd
9:00 am PT | 12:00 pm ET

Part 2: How AI Agents Solve the Biggest Challenges in Customer Service
Thursday, April 9th
9:00 am PT | 12:00 pm ET

Part 3: The Organizational and Cultural Changes Required to Scale AI
Thursday, April 21st
9:00 am PT | 12:00 pm ET

Customer Service is at the center of one of the biggest technological shifts of our time: AI Agents. As organizations race to adopt AI, the space is filled with both unprecedented opportunity and significant hype. For CX leaders, the key question is no longer whether AI will transform customer service - but where to start and how to scale it effectively.

This three-part series explores how forward-thinking organizations are moving beyond AI experimentation to deliver measurable results. From increasing self-service and improving agent productivity to transforming operations with intelligent insights, AI Agents are redefining what modern customer experience looks like.

Join Swapnil Jain (CEO, Observe.AI) and Sneha Iyer (Business Value Lead, Observe.AI) alongside industry 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, real-world lessons, and actionable strategies for successfully adopting and scaling AI in customer service.

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We look forward to seeing you there!

Part 1

Why Customer Service is the Hotbed for AI Agents

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

Customer service has quickly become the largest and fastest-growing application of AI Agents, attracting billions of dollars in investment from technology companies and enterprises alike.

But what makes customer service uniquely suited for AI transformation?

In this session, we’ll explore the structural factors that make CX the ideal environment for AI adoption - from the richness of customer interaction data and the repetitive nature of many support workflows, to the clear and immediate ROI organizations can realize through automation and productivity gains. We’ll also discuss the growing operational pressures facing CX teams, including rising support volumes, escalating costs, and increasing customer expectations.

Join us as we break down why AI Agents are poised to reshape customer service and how CX leaders can begin identifying the highest-impact opportunities for AI in their own organizations.

Part 2

How AI Agents Solve the Biggest Challenges in Customer Service

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

In the first session, we explored why customer service is a prime environment for AI innovation. In this session, we’ll dive into how AI Agents are already solving some of the most persistent challenges in CX operations.

We’ll examine how AI-powered solutions are transforming every layer of the customer service ecosystem:

AI Agents for customers, enabling more effective self-service and significantly reducing wait times.
AI copilots for support agents, providing real-time guidance, surfacing relevant knowledge, and navigating the 10–12 systems agents often rely on to resolve complex issues.
AI-driven insights for supervisors, QA teams, and operations leaders, delivering automated quality monitoring, actionable analytics, and operational visibility at scale.

Through practical examples and real-world use cases, we’ll show how organizations are improving resolution rates, boosting agent productivity, and delivering faster, more consistent customer experiences.

Part 3

The Organizational and Cultural Changes Required to Scale AI

Thursday, April 21st at 9:00am PST | 12:00pm EST

While the technology behind AI Agents is advancing rapidly, successful adoption ultimately depends on people, processes, and organizational readiness.

In this session, we’ll focus on the leadership and cultural shifts required to bring AI to life within enterprise customer service organizations.

Topics will include:

Building executive alignment and sponsorship for AI initiatives
Driving effective change management across CX teams
Identifying new roles and responsibilities needed in an AI-enabled organization
Developing the skills and capabilities teams must build to work alongside AI

Our experts will share lessons learned from leading AI transformations and provide practical guidance on how CX leaders can navigate the organizational challenges of adopting AI while ensuring teams remain engaged, empowered, and successful.