AI in customer experience isn’t new – but for many organisations, it still isn’t delivering the impact it promised.
Despite years of investment in automation, chatbots, and AI-driven insight, CX teams are still facing the same challenges: inconsistent outcomes, frustrated customers, increased operational pressure and initiatives that stall at pilot stage or never quite scale.
So, what’s really going wrong?
We’re back with another WiCX Talk Trends live panel discussion, sponsored by CallMiner, bringing together leading voices across CX, AI and design.
Rather than focusing only on success stories, we’ll explore the reality of implementing AI inside complex organisations – where legacy systems, silos, and competing priorities shape what’s actually possible.
Hosted by WiCX Founder and CEO, Clare Muscutt, our panel features:
Sandrea Morgan, Head of Customer Support at Adanola
Helen Shaffer, Principal Designer – Growth at OpenTable
Stacy Dye, Senior Director of Success Strategy, at CallMiner
We’ll explore:
What’s behind the gap between AI ambition and everyday CX reality
Why so many AI initiatives fail to improve customer and employee experience
Where organisations are overestimating technology — and underestimating operational complexity
What actually needs to change to make AI deliver meaningful impact in CX
Clare will moderate the session, creating space for dynamic discussion and real examples from across industries, followed by live audience Q&A, where you can bring your own challenges into the conversation.
If you’re working on AI in CX – or trying to make sense of why it isn’t delivering the expected impact – this is a conversation you won’t want to miss.
Open to non-members and allies. Register today to secure your FREE spot!