Roundtable
AI in CX: Separating Hype from Impact
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Overview
Customer contact leaders are under pressure to modernize—but with everything labeled “AI,” it’s increasingly difficult to separate real capability from market noise.
This executive-only, research-led roundtable brings together a small group of CX and customer contact leaders for a candid, peer discussion grounded in CMP’s latest research on 2026–2027 AI investment priorities, paired with a guided wine tasting experience. We’ll explore what meaningful AI progression actually looks like, from automation to generative and emerging agentic systems, and what it takes to operationalize AI at scale.
This is not a presentation-heavy session. The value comes from the conversation and the perspectives in the room – your perspective, experiences, and challenges are central to the discussion.
Discussion themes include:
- 2026–2027 AI investment priorities for CX leaders
- Agent Assist, analytics, and the rise of agentic AI
- Moving from automation to generative and autonomous systems
- Building trust and readiness for AI adoption
- Avoiding costly AI missteps
Yes, we’re sending wine.
Prefer not to drink? Non-alcoholic tasting kits are available as well.
We look forward to a great conversation, and a glass of something good – together. Space is limited, so we encourage you to reserve your spot today.
SPEAKER
Nicole Kyle
Reserve your spot!
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