What CX Orgs Must Get Right in 2026: Building a Human + AI Workforce
What CX Orgs Must Get Right: Building a Human + AI Workforce with Pascal Bornet
Now Available On-Demand
AI agents are gaining autonomy in the enterprise. The real differentiator in CX will not be the tools themselves. It will be how well organizations design, operate, and govern a hybrid workforce of humans and AI agents.
In this fireside chat, Pascal Bornet, globally recognized AI expert and best-selling author, joins Cresta to share practical guidance CX leaders need to scale safely and strategically in 2026 and beyond.
What You’ll Learn
Jump to a section in the replay:
09:37 — Automation alone is not enough
How to shift from asking “what can we automate?” to asking “where does the right balance of human and AI create the most value?” including the Automated, Augmented, and Supported model.
17:30 — AI will transform human roles in CX
What the human role becomes in a hybrid CX model and the capabilities that matter most as AI takes on more execution.
24:16 — Hybrid workforce requires new roles and governance
The emerging roles CX leaders must design intentionally, such as the AI Orchestrator, and why accountability, QA, and oversight must evolve before scaling.
33:27 — AI readiness is the real competitive advantage
A practical definition of AI readiness and the four dimensions data, process, technology, and organization that determine whether AI initiatives succeed.
37:05 — Closing advice to CX leaders that want to build AI readiness from Pascal Bornet
The mistake most companies make is treating everything as a candidate for automation including the interactions that build loyalty, trust, and revenue. The right question isn't "What can we automate?" It's about value: "Where does the right balance between human and AI create the most value?" - Pascal Bornet
Turn Every Conversation Into A Competitive Advantage
Cresta is a unified AI platform for human and AI agents, helping CX organizations move beyond automation-first thinking to build high-performing hybrid workforces with omnichannel AI agents, real-time agent augmentation, and the guardrails required to scale with confidence.
Request a personalized demo here.
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