Leaders Dinner: Closing the AI-CX Gap
Most AI implementations are widening the gap between brands and customers rather than closing it. While efficiency is up, customer trust is at an all-time low due to fragmented, "bot-first" experiences that feel impersonal.
This roundtable moves past the AI hype to address the structural and technical silos breaking the modern customer journey. We will discuss why "plugging AI" into old workflows fails and how to transition to a Product Mindset for CX. Attendees will learn how to build a "customer spine"a centralized orchestration layer that ensures AI interactions are relevant, transparent, and high-performing.
Join us to explore how to reorganize your team around systems thinking to turn AI from a tool-sprawl headache into a true competitive advantage.
Stats, Facts, and Figures
- The Trust Gap: Only 26% of consumers trust AI in retail; 78% will switch brands after a single bad interaction.
- The Productivity Paradox: 85% of marketers use AI writing tools, yet output rises just 15-30% because AI is layered onto outdated “slow-code” workflows instead of redesigning them.
- Internal Inefficiency: Engineering teams lose 6-15 hours weekly to “tool sprawl,” juggling an average of 7.4 tools, mirroring fragmentation in modern Martech stacks.
- The Performance Gap: Organizations that redesign end-to-end processes for AI achieve 3x+ productivity gains vs. those that simply bolt it on.
Key Takeaways
- Fix Fragmentation: Connect AI across channels to avoid isolated “mini-brains” that break the customer experience.
- Think Like Engineers: Use time-boxed CX sprints and GTM-style roles to force prioritization and accelerate learning.
- Centralize Decisions: Move from scattered tool logic to a single layer for customer identity and next-best actions.
- Own Outcomes: Shift from generating AI content to owning and improving the end-to-end customer journey.
Take the next step
Attendance is free, but spaces are limited - register today to secure your seat.
