AI is everywhere — but slapping tools onto broken processes isn’t transformation. It’s window dressing. The real opportunity is rethinking how we design experiences that customers actually want, and employees are empowered to deliver.

In an era of rapid transformation, organizations are racing to innovate — but speed without structure often leads to fragmentation, wasted resources, and stalled adoption. This interactive panel brings together leaders who are balancing innovation with discipline to deliver measurable value. From consolidating platforms like survey tools to building smarter change frameworks, our panelists will explore how aligning technology, governance, and customer goals can unlock sustainable CX improvements and operational efficiency.

Driving faster time-to-value by consolidating tools and reducing complexity

Enhancing customer experience through unified platforms and real-time insights

Building cross-functional alignment to scale transformation initiatives

Enabling adoption from day one with agile, accountable change frameworks

Creating a culture of innovation that sticks — not just sparks

Attendees will leave with practical strategies to unify their digital efforts, elevate CX, and move faster — without losing sight of what matters most.

Conversation about the AI transformation is unavoidable, and it is not just empty rhetoric. Nearly 99% of CX leaders say they are maintaining or increasing investment levels in 2025.

But as our community relentlessly discusses the promise of AI, is it neglecting the most important voice – that of the customer? New research says yes, with a large number of customers expressing significant concern about what AI means for the future of brand interactions.

What are these concerns? More importantly, how can we successfully mitigate those issues and pursue AI in a way that will improve efficiency and customer centricity? As we conclude the CXO Exchange, join this interactive, research-driven session that will provide the answers. Topics include:

What customers want: the surprising (and not-so-surprising) findings from our consumer preferences survey

-AI scorecard: what is and is not working about customer-facing AI

-Bot vs. agent: how can you balance the two in a customer-centric way

-Risk revision: the concerns that truly matter as you design your CX AI strategy

-AI fails: examples of AI that went wrong (and what brands could have done instead)