Inside the Enterprise: How CX Leaders Turn AI Hype into Reality

Inside the Enterprise: How CX Leaders Turn AI Hype into Reality

Now Available On-Demand

CX leaders are under pressure to cut costs, drive efficiency through automation, and elevate the customer experience — all while navigating a market flooded with AI hype. The real challenge is no longer why AI, but how to operationalize it, prove its value, and deliver results.

In this fireside chat, CX leaders share real-world playbooks for prioritizing high-impact initiatives, bridging the gap between AI vision and execution, measuring ROI, and lessons learned along the way.

What You’ll Learn

Jump to a section in the replay:

05:30 — Finding your starting point for AI transformation
Identifying the right entry points for AI and securing early momentum through quick wins.

09:02 — Internal team alignment
Aligning stakeholders across contact center, customer experience, and technology.

13:06 — Separating AI hype from reality
Evaluating vendors critically and distinguishing realistic areas for AI transformation from overhyped promises.

25:10 — Building readiness for AI transformation
Preparing the enterprise for the AI transformation journey.

28:34 — Driving AI adoption across the enterprise
Getting people comfortable with AI solutions.

33:15 — Managing a hybrid workforce of human and AI agents
How the AI evolution is reshaping workforce skills and roles.

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Get comfortable with it not being perfect. If you wait until it's flawless, you'll never launch anything and you'll miss the learning. Start simple, put it in people's hands, and iterate based on what really happens." Dan Greer, SVP Servicing Ops @ Aqua Finance

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The path to AI-powered CX starts with Cresta

Turn AI hype into real impact with the plan, platform, and partnership to build and scale a high-performing hybrid workforce with omnichannel AI agents, real-time agent augmentation, and conversation intelligeince over 100% of your conversations.

Build your AI blueprint here.