Most CX teams have run an AI pilot. Far fewer have turned one into something that consistently performs — at scale, across real workflows, without eroding the experience their brand is known for.
The pressure to move fast is real. So is the cost of getting it wrong. Forrester estimates a third of companies will erode customer trust by deploying AI prematurely. The difference between teams that are seeing results and those that aren't isn't access to technology. It's the decisions made in design, deployment, and ongoing operation.
In this roundtable, we'll dig into what's actually working and what isn't. Which use cases are delivering measurable value? What had to change operationally to get there? And what does it look like to scale AI beyond basic automation into the interactions that really define your brand?
Meghan Knoll, Chief Experience Officer at BARK, will share how her team approached this challenge firsthand — extending the quality of a deeply human CX operation to handle growing volume, without sacrificing the care their customers expect.
Drawing on patterns Sierra sees across enterprise deployments, we'll explore how leading teams are approaching workflow design, continuous improvement, and the evolving role of CX professionals as AI takes on more of the work.
This is a practitioner conversation — focused on what it takes to go from early adoption to consistent, scalable impact.
Key Takeaways:
-
Where AI is delivering measurable value in CX today
-
The operational decisions that separate successful deployments from stalled pilots
-
How to maintain brand quality and trust as you scale
-
How CX team roles are evolving — and how to bring your people along
-
What success looks like beyond containment rates