Lexy Desrosiers-Replogle

With AI dominating headlines and executive agendas, many contact centers are under pressure to reduce costs, boost customer satisfaction, and adopt automation—all at once. Yet, over 70% remain stuck in pilot mode or struggle to realize value from hastily chosen tools. This session cuts through the noise and provides a practical, phased framework for building an AI roadmap that drives real business impact. Attendees will explore key topics including how to align AI initiatives with business pain points, structure cross-functional governance, avoid adoption pitfalls, and create a culture where AI is seen as an enabler—not a threat. The session will also share lessons learned from real-world BPO use cases, outline how to de-risk AI adoption through purposeful pilots, and introduce a five-phase roadmap for scaling innovation. Designed for CX leaders, operations execs, and transformation strategists, this session offers clarity, structure, and actionable guidance to help teams move from experimentation to execution—without overwhelming the organization.

Key Takeaways:

• Learn how to build an AI roadmap rooted in business pain points—not hype
• Discover a 5-phase framework to scale AI with purpose, not chaos
• Understand the role of governance and cross-functional alignment in successful adoption
• Gain practical strategies to drive agent buy-in and avoid tool fatigue