Building a Smarter AI Strategy: From Investment to Impact
March 24 - 25, 2026
| Free CX Network Webinar Series
Amy Radin is a former Chief Innovation Officer at Citi, P&L leader at American Express, and CMO at AXA who now advises senior leaders on why AI initiatives stall after promising pilots.
She focuses on the organizational capabilities that determine whether AI meaningfully improves customer experience—or remains isolated from day-to-day execution.
Drawing on 25 years leading growth and digital transformation inside large enterprises, she helps executives see what’s actually in the way: coalition gaps, decision-making under ambiguity, absorption capacity, and trust dynamics that technology alone cannot resolve. Amy is the award-winning author of The Change Maker’s Playbook and teaches Strategic Advocacy at Columbia University, where she works with operating leaders navigating real-world technology transformation.
Day One
1:30 PM Is there an AI bubble? And what this means for CX
AI investment, adoption, and hype have reached unprecedented levels but so have questions about sustainability, ROI, and expectations. Global investment in AI continues to rise, and yet Gartner has suggested that, due to lack of good data, 60 percent of organizations will abandon AI projects in 2026. As economic pressure mounts and boards scrutinize spend, CX leaders are increasingly asking whether we’re in an AI bubble, and what will happen to the discipline if (or when) that bubble bursts.
This interactive roundtable, open to all attendees, will close the conference by cutting through the hype to explore what the current AI moment really means for CX. Participants are invited to discuss where AI is genuinely transforming customer outcomes and where it may be over-engineered, under-measured, or misaligned with customer needs. The conversation will focus on how CX leaders can separate long-term, beneficial capabilities from short-term trend, and make smarter bets going forward.
In attendance will be VIP guests, Amy Radin, professor in professional studies at Columbia University, Sue Duris, principal consultant at M4 Communications and Melanie Mingas, editor-in-chief at CX Network.
Participants will explore:
- Whether current AI adoption patterns in CX signal a bubble or a necessary but somewhat messy transition phase.
- What an AI correction could mean for CX priorities, budgets, vendors, and customer trust.
- How to future-proof CX strategies by focusing on measurable value, customer outcomes, and long-term capability rather than hype.
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