Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.

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Brian Peterson

Co-Founder & CTO Dialpad

Brian Peterson is the co-founder and Chief Technology Officer (CTO) of Dialpad, a leading AI-powered communications and collaboration platform. With over two decades of experience in the tech industry, Peterson has been instrumental in shaping Dialpad's innovative solutions since co-founding the company in 2011. His expertise in web development and software engineering has been crucial in positioning Dialpad as a frontrunner in the evolving landscape of business communication technologies.

Agenda Day 1

3:35 PM Closing the AI Value Gap: Building Connected CX Around Customer Outcomes

Closing the AI value gap takes more than adding another AI point solution. Individual tools may improve isolated interactions, but when they operate across disconnected systems, they cannot consistently retain context, coordinate workflows, or carry a customer issue through to resolution. Delivering better service requires a connected platform designed around the full customer journey, bringing conversation, context, action, and escalation together to produce the outcome the customer needs.

In this session, a CCW Digital analyst and Dialpad expert will examine what CX and IT leaders must get right to close that gap. They will explore how an agentic CX workflow connects conversation, context, action, and outcome; where human judgment belongs; and how testing, observability, guardrails, and rollback help organizations move into production responsibly.

Attendees will learn:

Why resolution is the true measure of customer value, whether achieved by AI or a human.
How to connect context, AI action, and human judgment without losing continuity or accountability.
How to identify production-ready use cases and evaluate them for business value, risk, and operational readiness.