In an era of rising customer expectations, traditional support models are no longer enough. The demand for instant, effective solutions is pushing organizations to rethink their service strategy. 

According to CCW Digital research, only a third of customers believe that organizations are leaning into self-service and AI based support to improve CX — too many customers believe that cost cutting is the key driver in the AI journey. This session provides a strategic roadmap for transforming your support ecosystem by leveraging intelligent agents and a dynamic knowledge management system.

We will explore key trends shaping customer expectations in 2025 and beyond and demonstrate how an AI-first support system can meet these demands at scale. The session will focus on:

• The practical steps and best practices for creating and maintaining an effective knowledge base that serves as the power source for your AI tools
• How to move from concept to concrete results with a clear, step-by-step implementation plan focused on achieving measurable ROI
• Actionable insights on how to elevate your self-service offerings and turn your support function into a strategic growth lever