in this issue
How Curiosity and Courage Shape
CX Leadership
In a world of rising complexity, resilient CX leadership is rooted in two traits: the drive to ask “why” and the bravery to act on the answers.
by Execs In The Know
Most of the breakthrough discoveries and remarkable inventions throughout history all have something in common: They are the result of curiosity and courage. The impulse to seek new information and experiences and explore novel possibilities is a basic human attribute.
Fast-forward to today’s customer experience (CX) landscape, and you’ll find that the same spark fuels leaders tasked with navigating constant change. In boardrooms and back-office huddles alike, CX leaders find themselves at the epicenter of rapid technological shifts, evolving consumer expectations, and increasingly complex global supply chains.
When artificial intelligence (AI) begins automating routine service inquiries and fresh competitive threats emerge from unexpected corners, the ability to adapt is no longer optional. It hinges on these two human qualities that, together, form the bedrock of resilient leadership.
The Curiosity Imperative: Beyond Surface Metrics
Curiosity, at its core, allows us to identify the very questions we should be asking and exploring to evolve our businesses.
Imagine a senior CX executive at a Fortune 500 organization pausing in front of a glowing dashboard showing rising customer satisfaction scores. To most, a gentle upward arrow would signal the mission accomplished. But this leader is asking a different question: “What story lies behind those smiles?” It’s not enough to celebrate growth; they needed to unearth the drivers. Was it a software patch? A seasonal lull in support volume? Or had customers, fatigued by faceless online exchanges, simply rallied around a newly minted “human touch” initiative?
That instinct to probe, which Harvard Business Review1 defines as “the motivation to learn, be open to new ideas, and explore novel environments,” distinguishes reactive leaders from proactive innovators
Business Curiosity: Tying CX to the Bottom Line
In organizations where curiosity thrives, data isn’t just reported; it’s questioned. Every quarterly Net Promoter Score (NPS) becomes a springboard for inquiry: Which interactions delighted? Which left customers puzzled? And, how can those insights seed future experiments?
It’s one thing to tinker with chatbots and user interfaces; it’s another to ask how those innovations reshape lifetime customer value. Business curiosity demands this deeper lens. A curious CX leader won’t stop at asking, “How does this feature work?” but will dig into, “Why are we doing this?” and “What does it change for the business?” Every touch point tweak should connect back to revenue, retention, or operational efficiency goals.
Let’s say a subscription streaming service notices a slight uptick in free-trial conversions. Rather than chalking it up to chance or a clever user interface (UI) tweak, the CX team asks: “What kind of content is driving this behavior?” That line of questioning leads to a shift from categorizing by genre to curating by mood.
Over time, engagement increases, recommendations become more emotionally relevant, and churn begins to drop, not because of a flashy new tool, but because someone asked a better question and followed the trail of curiosity.
McKinsey & Company research2 underscores the power of such cultures. Firms in the top quartile for cultural strength where curiosity is baked into norms outperform median companies by 60 percent and bottom-quartile peers by 200 percent. In volatile markets, that edge can mean the difference between leading the pack and scrambling to keep up.
But curiosity alone isn’t enough. To turn insight into action, CX leaders also need something just as critical. They need courage.
From Wonder to Fearlessness
If curiosity shines the light, courage powers the journey. It’s one thing to question why legacy customer relationship management (CRM) underperforms. It’s another thing to stand up in a boardroom and propose sunsetting everything, betting on a cloud-native platform the organization hasn’t fully envisioned yet. Courage in customer experience isn’t loud. It’s often quiet and persistent. It appears to involve speaking uncomfortable truths, challenging entrenched systems, and pushing for transformation in the face of doubt.
At Bank of America, that courage took form in Erica®, its their AI-powered virtual financial assistant. When Erica launched in 2018, it was a pioneering move, one met with natural skepticism. Could AI handle sensitive financial questions? Would customers use it? What would go wrong?
Plenty, at first. But that didn’t stop the team. They embraced the friction, treating each misunderstanding or awkward interaction not as a failure, but as feedback. With time, patience, and a relentless improvement mindset, Erica evolved from a promising tool into a cornerstone of the bank’s digital ecosystem.
Today, more than 20 million clients actively use Erica3 to help manage their finances. In 2024 alone, users engaged with the assistant 676 million times, bringing the total number of interactions since its launch to a staggering 2.5 billion. Erica doesn’t just answer balance inquiries. It now serves as a personal concierge and financial command center, helping clients make smarter everyday decisions. In moments of crisis, like during Hurricanes Helene and Milton or the California wildfires, Erica even guided clients to relief resources through the bank’s Client Assistance Program.
Behind this success story wasn’t just technical innovation. It was leadership willing to champion a risky idea, weather the rough patches, and see it through to completion. Erica has become more than a digital tool. It’s a reflection of what happens when boldness meets persistence and when customer experience leaders are brave enough to not only ask, “What if we tried this?” but to keep going when the answer isn’t immediately clear.
Sometimes, the difference between stagnation and transformation isn’t a system — it’s the bravery to build one and the grit to see it through.
But even the boldest ideas can’t thrive in a vacuum. To turn curiosity and courage into lasting impact, leaders must create the right environment.
Creating the Conditions for Curiosity and Courage to Thrive
Curiosity and courage flourish only in environments where team members feel safe to question and push boundaries. Amy Edmondson’s concept of psychological safety, recently revisited in Harvard Business Review,4 reminds us that teams high in psychological safety “feel safe to take risks, voice dissenting views, and admit mistakes without fear of punishment.”
In CX functions, this translates to agents flagging odd customer complaints, analysts proposing radical workflow overhauls, and junior staff feeling empowered to remind seasoned leaders that what worked yesterday may falter tomorrow. When safety erodes, when the cost of being wrong feels too steep, curiosity is muzzled, and courage retreats.
Leaders must, therefore, model vulnerability: sharing personal missteps, inviting critique of their pet initiatives, and publicly rewarding those who dared and failed. Celebrating near-misses gives people permission to experiment rather than hiding lessons in a drawer.
Once teams feel safe to take risks, the next step is channeling that safety into purposeful exploration, starting with better questions.
The Power of Inquiry
In late 2023, Domino’s was navigating a familiar challenge: momentum was slipping, foot traffic was slowing, and quarterly sales were flatlining. Loyalty numbers showed participation, but something was missing: real, emotional engagement. That’s when a curious team member proposed asking customers not just what they liked but why some stayed, and what would make others return.
Instead of launching another survey, the team led by Domino’s CMO Kate Trumbull, designed a bold and unconventional experiment: the Emergency Pizza promotion.5 Here’s how it worked. Loyal members who’d made a single purchase got a digital voucher for a free two-topping medium pizza within 30 days of their purchase. A simple gesture, yes — but one with a deeper ask: “What if we could win you over again?”
It worked better than anyone expected. When the initiative rolled out in October 2023, two million new members signed up, representing roughly two-thirds of all loyalty additions that year.
Beyond sign-ups, the campaign ignited repeat business: U.S. same-store sales climbed 2.8 percent by year-end, outpacing competitors, as both new and existing customers redeemed their emergency pies and returned for more.
More than just a giveaway, Emergency Pizza was a strategic probe into customer mindset, a way for Domino’s to hear what really mattered: reassurance, convenience, and the feeling that the brand cared. The payoff was clear: loyalty membership surged, sales rebounded, and Domino’s leadership had evidence that small, risk-taking experiments could yield a significant impact.
This transformation began with one question: “What if we asked and listened instead of assumed?” Instead of redesigning the loyalty program from the ground up, they turbocharged what worked and tested it bravely.
Cultivating a Culture of Continuous Discovery
Embedding curiosity and courage into an organization’s DNA isn’t a one-time initiative. It’s a leadership mindset reinforced through intentional, everyday practice. For CX leaders, this means moving beyond the buzzwords of “innovation” and “agility” to operationalize exploration through the conversations and decision-making behaviors that shape how teams work and think.
A culture of discovery begins where most CX insights do: with frontline conversations and unfiltered feedback. But instead of waiting for quarterly reports or retroactive debriefs, progressive CX teams are making curiosity a reflex. Performance reviews include space not only for outcomes but also for questions asked. KPIs are paired with “learning metrics” — what was tried, what was learned, and what unexpected insight surfaced.
Daily team huddles kick off with prompts like, “What surprised you this week?” or “What customer behavior challenged your assumptions?” These micro-moments foster psychological safety, inviting team members at every level to raise their hands, flag a pattern, or suggest a hypothesis.
Some organizations host recurring failure forums, where well-intentioned initiatives that didn’t work are unpacked openly, not to assign blame but to extract lessons from what didn’t go as planned. The message is clear: failure isn’t the end of the story. It’s the beginning of better questions.
Even executive offsites are evolving. Instead of strategy in isolation, top brands are bringing customer stories into the room. Some play unfiltered call recordings and others invite frontline agents to present their most challenging customer cases. A few go further, hosting live customer panels to challenge leadership’s assumptions in real-time. These moments shift culture, humanize metrics, and reinforce that leadership starts with listening, especially when the answers are uncomfortable.
When done right, discovery doesn’t feel like a disruption; it feels like momentum. It builds teams that aren’t just reactive or efficient but relentlessly curious, constantly sensing, adapting, and pushing forward. In a world where customer expectations evolve faster than playbooks can be written, that mindset may be the most strategic asset a CX leader can cultivate.
With curiosity and courage embedded into culture, CX leaders are uniquely positioned to not just respond to change, but to shape what comes next.
Looking Ahead: The Competitive Edge of the Incurably Curious
The future of CX won’t be built overnight and it won’t be perfect. But it will belong to the teams who stay open to learning and bold enough to try. Whether it’s rethinking a support flow, exploring a new AI tool, or simply asking customers what’s not working, curiosity is how we uncover what really matters. When paired with the courage to act, it becomes a quiet superpower, one that helps CX leaders build trust, adapt faster, and make lasting impact.
Conversely, those who rest on past achievements risk slipping into irrelevance. When your frontline clings to dated processes and defensive mindsets, they cede to challengers unafraid to ask, “Why not?” and “What if?” and then leap.
In a world where change is the only constant, the most enduring competitive advantage lies in the human capacities to wonder and act. CX leaders who cultivate insatiable curiosity and have the courage to follow their trail forge organizations that don’t merely react to change but anticipate and shape it.
 |
 |
Article Links:
- https://hbr.org/2023/11/how-to-strengthen-your-curiosity-muscle
- https://www.mckinsey.com/capabilities/people-and-organizational-performance/our-insights/the-organization-blog/culture-4-keys-to-why-it-matters
- https://newsroom.bankofamerica.com/content/newsroom/press-releases/2025/02/digital-interactions-by-bofa-clients-surge-to-over-26-billion–u.html
- https://hbr.org/2025/05/what-people-get-wrong-about-psychological-safety
- https://www.wsj.com/business/hospitality/dominos-emergency-pizza-promotion-033aa247
|
A Masterclass in CX Technology Sourcing Choosing the right customer experience (CX) technology partners isn’t just a procurement decision—it’s a strategic one. From discovery to delivery, the way you source, evaluate, and manage technology solution providers can make or break your ability to deliver seamless, high-impact customer experiences. In this expert-led panel, seasoned CX leaders will guide you on techniques to find and evaluate the best providers to deliver on your business requirements. You’ll hear real-world examples and gain practical tools for maximizing value from your technology partnerships while staying agile in a fast-evolving digital landscape.
Whether you’re looking to optimize current vendors or source new technology, this panel will offer a blueprint for smarter, more strategic CX technology decisions.
|
|
Board Panel: The Signals We’re Missing In a world flooded with dashboards and metrics, the loudest signals often steal the spotlight—while the most powerful insights go unheard. This panel explores what it means to truly listen to the silent majority of customers: those whose feedback isn’t captured in traditional surveys, whose experiences are filtered through cultural bias, or whose voices are lost in outdated listening systems. Join the EITK Advisory Board as they challenge the current state of customer listening by asking hard questions:
We’ll also explore how AI-powered sentiment detection can help uncover unspoken truths and emerging emotions—if applied with intention and ethics. From tuning into passive signals to reshaping how and where we listen, this conversation will open new possibilities for creating a listening culture that is inclusive, intelligent, and alive. If we want to meet customers where they are, we must hear even what they don’t say. The future of customer experience depends not just on collecting more data—but on listening differently.
|
|
CX Livewire: Polling, Predictions, and Instant Feedback This fast-paced session brings together a panel of CX leaders who are deeply immersed in the challenges and opportunities facing the industry today. Drawing on their diverse backgrounds and day-to-day leadership, panelists will explore what’s driving progress, what’s standing in the way, and how leading organizations are turning insight into impact. Attendees will walk away with a clearer view of the CX landscape, real-time benchmarking from peer responses, and fresh strategies they can apply within their own teams. By pairing live polling with Execs In The Know’s latest research report’s core findings, we’ll use the session to test predictions, validate (or challenge) existing data points, and capture what’s changed in real-time. This approach gives attendees a rare opportunity to see how their organization stacks up, where their peers are headed, and what strategies are gaining traction across industries right now.
Thanks to Our Partner |
|
TripAdvisor’s Playbook for AI That Gets 5-Star Reviews: How to Avoid the Implementation Mistakes That Break Customer Experience You’ve seen the pattern: AI projects that start strong, then somehow make everything more complicated. What looked like a quick win turns into months of integration headaches, frustrated teams, and executives asking uncomfortable questions about ROI. TripAdvisor made this exact mistake. Then Tim Barker and his team developed a holistic approach that transformed their entire customer support operation—dramatically improving resolution times while reducing costs and boosting agent satisfaction. In this hands-on session, Tim and Laivly’s Matt Bruno will walk you through the same methodology that delivered these results. What You’ll Experience Real-World Case Study Strategic Framework Deep-Dive Interactive Workshop Walk out with your personalized AI workflow map and phased implementation plan.
Thanks to Our Partner
|
|
How AI Is Powering the Next Wave of Omnichannel Customer Service Today’s customers don’t think in channels. They expect fast, personalized support, wherever they are. From chat and social to messaging apps, email, and phone, customer service is now omnichannel. But with this flexibility comes a new challenge: delivering consistent, contextual, and cost-effective service at scale. In this session, Freshworks will explore how AI is transforming customer support across every channel, not by adding more tools, but by making every interaction smarter. Through a live demo and collaborative discussion, they’ll break down how Freddy AI works across chat and email to resolve common queries, empower agents with insights, and simplify tool complexity. You’ll get a practical look at how it all comes together, including:
Attendees will leave with clear strategies for scaling intelligent support without sacrificing the human touch.
Thanks to Our Partner
|
|
Reality Check: Are AI & Automation Living Up to Their Promise in CX AI and automation are no longer emerging tools; they’re embedded in the DNA of today’s CX strategies. From transforming contact centers to driving operational efficiency and delivering more seamless customer interactions, they’ve promised smarter, more seamless customer experiences. But are they delivering? This panel takes a clear-eyed look at what’s really happening after implementation. What gains have proven sustainable? Where are expectations falling short? And how are CX leaders rethinking their approach as they face the hard truths of integration, training, measurement, and impact? You’ll hear from leading brands on navigating the evolving balance between humans and machines, including how they’re redefining agent roles, capturing the right metrics, and translating the voice of the customer into iterative, AI-fueled improvements. Whether you’re scaling automation or just beginning to integrate AI pilots, this session offers grounded insights, honest lessons, and forward-looking guidance for building the intelligent contact center of tomorrow. Thanks to Our Partner
|
|
From Contact Center to Experience Center: The Truist Transformation What happens when a leading financial institution elevates care to the core of its service model? At Truist, that shift is redefining how the organization designs customer and employee experiences across its contact centers. Kimberly Dorsett, Executive Vice President and Head of Truist Care Centers, will share how the company is applying a care-first mindset, powered by AI and innovation, to reshape frontline engagement and reduce complexity for customers and employees. From a patented client summary tool that provides instant insight into the full customer journey, to intelligent channel optimization that removes friction, Truist is investing in solutions that fuel personalization and empathy. This keynote explores how the brand is designing operational frameworks around trust, connection, and purpose, and why that matters more than ever in a digital-first world. Attendees will walk away with inspiration to bring clarity, care, and human value into their own transformation efforts.
|
|
RingCentral, Inc. (NYSE: RNG) is a leading provider of AI-driven cloud business communications, contact center, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. For more information, visit: ringcentral.com . |
Sierra is the platform that helps businesses build better, more human customer experiences with AI. Founded by industry veterans Bret Taylor and Clay Bavor, Sierra enables companies to deploy autonomous AI agents that provide fast, personalized, always-on support across channels. Trusted by brands like SiriusXM, Sonos, and ADT, Sierra’s flexible model meets customers where they are—offering everything from enterprise-ready, fully supported deployments to build-your-own no-code journeys. Both CX and Engineering teams can move fast, choosing the right approach to fit their evolving needs. For more information, visit: sierra.ai |
 ibex delivers innovative BPO, smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain customers. ibex leverages its diverse global team and industry-leading technology, including its AI-powered ibex Wave iX solutions suite, to drive superior CX for top brands across retail, e-commerce, healthcare, fintech, utilities and logistics.For more information, visit: www.ibex.co |
|
Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com |
TELUS Digital|
Flip It Live: Experience Launching Voice AI In Real-Time Why talk about launching AI when you can watch it be deployed in minutes? In this live, hands-on session, you’ll experience what most vendors would call “impossible”: setting up a real retailer on Flip’s Voice AI, from scratch to fully operational. Come see how its possible to fully launch a brand in minutes, delivering instant results for the phone channel in less time than it takes to get through a support queue.
Thanks to Our Partner
|
|
Unlocking Call Center Revenue: How Princess Cruises is Driving Growth Most call center agents spend more time figuring out who to call or what to say than actually talking to guests. Princess Cruises is flipping that model — using AI and real-time data to put the right leads, the right insights, and the right timing directly into agents’ hands, making their jobs easier and more rewarding. Join Alvin Stokes, VP of Global Reservation and Guest Services at Princess Cruises, and Scott Sahadi, CEO of harpin AI, as they reveal how new tools are helping agents close more bookings with less guesswork. You’ll learn how Princess Cruises is:
This isn’t about more calls. It’s about smarter calls that convert — faster. If you want to see what significant MoM revenue growth looks like in action, don’t miss this.
|
|
Designing the Modern Contact Center Experience: Human + AI Collaboration, Omnichannel Orchestration, and Voice Platform Transformation As customer expectations evolve and AI continues to reshape service delivery, contact centers must transform into agile, intelligent experience hubs. This forward-looking workshop explores how to design the modern contact center by integrating the best of human empathy, agentic AI, and omnichannel strategy. Participants will dive into how to orchestrate seamless journeys across voice, chat, email, and social, creating consistent experiences regardless of channel. We’ll explore how to modernize legacy systems and elevate voice platforms through next-generation IVR (NGIVR) and agentic AI that empowers agents and streamlines customer interactions. A key focus will be on Human + AI collaboration: learning how to optimize handoffs between bots and humans, design emotionally intelligent experiences, and deploy next-gen agent assist tools that elevate frontline performance. Through practical frameworks, real-world case studies, and collaborative exercises, attendees will leave with a better understanding of:
A must-attend session for contact center leaders focused on delivering measurable, strategic value through every customer interaction. Thanks to Our Partner
|
|
Transforming Your Contact Center into a Modern Resolution Engine For too long, themes in CX have been focused on deflection, asking, “How many customers can we avoid?” The more meaningful question is: “How can we resolve their issues?” Customers don’t care how many steps you eliminated in your workflow or how much faster your team completed their post-call dispositions. They care about one thing: Was my problem solved quickly and effectively? As CCaaS continues to evolve, contact-center leaders must meet ever-higher demands for efficiency, personalization, and seamless omnichannel service. Teams can no longer tolerate half-baked channels, siloed agents, or reporting nightmares. Today, they’re embracing AI-powered, unified workspaces that weave rich contextual data with intelligent, empathy-driven tools so every interaction becomes fast, personal, and on-brand at scale. In this session led by Zendesk, you’ll explore real-world examples of contact centers around the world that have:
You’ll walk away with actionable strategies to transform your contact center into a modern resolution engine by:
Thanks to Our Partner
|
|
More Than a Game: Creating Legendary CX One Fan at a Time Sports have a unique superpower: they unite generations through a shared passion for players, teams, and events. They break down barriers, find common ground, build connections, and create memories that last a lifetime. In today’s CX landscape, increasingly dominated by AI, automation, and efficiency, how can brands still harness those emotional connections to fuel the future of customer experience? Keynote Maureen Barnett, Vice President of Global Fan Experience at Fanatics, will discuss how leading brands can transform traditional service centers into vibrant experience hubs. She’ll also share how Fanatics redefined the role of customer service agents as true brand ambassadors, empowered to create delight through meaningful, personal connections. From designing a “full-circle” connection model that will boost performance to blending innovative technology with human warmth, Barnett offers practical strategies for delivering experiences far beyond the transaction. Attendees will walk away with a decisive shift in perspective that will challenge what’s possible and inspire them to reignite frontline engagement and delight customers. The real magic happens when your customers and employees don’t just engage with your brand but also believe in its experience.
|
|
Elevating the Ride: The Journey to Best-in-Class Peloton Member Services Get ready for an exclusive look behind the scenes of Peloton’s journey. The highs, the pivots, and the powerhouse moves that keep Peloton’s Members cheering. Join keynote speaker Dawn Spring, Senior Vice President of Global Member Services at Peloton as she shares her journey over the last two years streamlining operations and elevating every touchpoint. Dawn has led with heart, hustle, and a relentless focus on connection. This session offers a candid look at Peloton’s transformation. You’ll hear how bold shifts have helped Peloton reimagine Member support. From connecting with game-changing partners, integrating new tech, and tapping into the power of AI, Dawn has helped catapult Member experiences to the next level. With a Member base as passionate as Peloton’s, it required leadership that could match their enthusiasm! Energetic and enthusiastic, Dawn brings a contagious passion for people to her role. It’s been a wild ride of transformation for Peloton’s Member Support Team — and they’ve emerged stronger than ever. It took some serious grit and a whole lot of heart, but they remain laser-focused on delivering an exceptional Member journey. This keynote promises to be an exciting deep dive into how Peloton has leveled up to deliver Member services that are just as legendary as its content and rockstar instructors, all for its incredible Peloton family.
|
|
The Power of Perspective: Leading with Clarity and Courage in a Distracted World We live in an age of constant noise, where information overload and endless distractions threaten our ability to focus. In times like these, effective leadership hinges on one critical skill: controlling perspective. This high-energy, insightful talk explores how leaders can rise above the chaos, define what matters, and guide their teams with clarity and courage. Drawing from personal stories of playing quarterback in the NFL and leading one of the largest churches in the country, Travis Brown unpacks practical strategies for filtering information, identifying wise voices, and adjusting leadership altitude to see the bigger picture. His message is a call to courageous leadership, where clarity isn’t just a skill, but a choice leaders must make in the face of complexity. Attendees will leave equipped to simplify the noise, stay grounded in purpose, and create environments where teams focus on what truly matters. Travis is a former NFL quarterback and a pastor at one of the largest churches in the country. He is also the founder of 180 Sports, a nonprofit committed to transforming the culture of sports through training, scholarships, and equipment. With a unique blend of high-performance leadership and grounded wisdom, Travis speaks to both teams and individuals seeking to lead with purpose. With years of experience leading both on and off the field, he now inspires, challenges, and equips leaders to navigate high-stakes environments with clarity, resilience, and intention.
|
|
The Talent Shift: Hiring, Training, and Compensation in an AI World Customer expectations aren’t the only thing evolving, so are the people behind every interaction. As AI and automation continue to reshape the contact center, they’re not just enhancing tools and workflows; they’re fundamentally transforming the agent role itself. In this new era, agents are expected to do more than follow a script. They’re problem solvers, brand ambassadors, and emotional first responders—navigating increasingly complex issues that require both high-tech fluency and high-EQ finesse. These changes are pushing organizations to rethink everything: how we recruit and train, how we compensate and support, and what skills matter most in the modern CX workforce. This panel brings together CX leaders to unpack how AI is reshaping the future of work: redefining the skills we hire for, influencing compensation models, and transforming how training is delivered and absorbed. As the role of the agent evolves, so must the strategies for building and supporting a workforce prepared to meet the demands of a more complex, tech-integrated customer experience. The future is faster, smarter, and more connected but success depends on leading with intention, investing in emotional intelligence, and designing roles that elevate both technology and humanity.
|
|
The Human Advantage: Why People Still Power Great CX in the Age of AI In an era dominated by AI and automation, it’s easy to lose sight of what’s most critical in delivering standout customer experiences: the people making them happen. Amid the tech-driven transformation of CX, one truth remains—companies that thrive are those where agents, and the teams supporting them, are engaged, empowered, and equipped to deliver at a high level. In this dynamic session, Lisa Patterson of Stellantis—the global powerhouse behind Dodge, Ram, and Jeep—and Amy Bouthilet, VP of Global Talent at Alta Resources, a leading end-to-end CX BPO, discuss what it truly takes to build and sustain an employee-first culture. Drawing from real-world examples, they’ll share the challenges and breakthroughs of scaling engagement across complex enterprises, and how placing people at the core of CX operations leads to measurable impact—from improved customer satisfaction scores to stronger revenue performance. With a 9-year partnership with Gallup, Alta’s proven approach to employee engagement and leadership development has redefined how to embed culture into the everyday fabric of CX delivery. Attendees will gain actionable strategies to overcome barriers, develop engaged teams, and elevate both employee and customer outcomes in a world increasingly shaped by technology. Key Takeaways:
Join us to discover why, amid rapid technological change, people still drive CX success.
|
