By 2030, AI will handle 50% of customer service interactions, but the remaining 5-10% will define your brand.
The future of CX isn’t about replacing humans with AI. It’s about rebalancing decision ownership: deploying autonomous AI agents for scale, AI copilots for leverage, and humans for judgment, empathy, and accountability.
Swapnil Jain, Co-founder and CEO, and Sneha Iyer, Business Value Lead at Observe.AI, are joined by Dan Leiva - former executive at Apple, eBay, and Intuit and founder of CXAmplify - to unpack how CX leaders should design the future workforce strategically, not tactically.
We’ll cover:
- What AI agents can (and can’t) safely own today, and where human-first copilots create outsized value
- A practical decision framework for determining AI vs. human ownership
- Why most organizations stall at 30-50% automation, and how governance and accountability unlock safe scale
- The 2030 CX operating model: autonomous agents that act, copilots that amplify humans, and talent hired for EQ and critical reasoning
You’ll leave with a clear blueprint for building a CX organization where AI drives efficiency at scale - and humans on the moments that define trust, loyalty, and differentiation.
