While video has long been recognized as a powerful engagement tool for CX, AI is now fundamentally transforming – and accelerating – how video content can be created and deployed across the customer journey. With the right toolset and approach, CX teams can dramatically increase the volume and impact of customer-centric videos, without sacrificing quality or increasing resource costs.

This session will explore how AI-enriched video is reshaping CX strategies in 2026, encouraging deeper customer engagement while improving operational efficiency. We’ll demonstrate practical applications of AI-enriched video that CX teams can implement today, showing how AI enables faster content creation that can be paired with deeper personalization, and scalable delivery of consistent, on-brand experiences.

• Key enterprise video use cases where video + personalization creates the most significant impact on CX and operational efficiency.
• Specific AI capabilities that are transforming the CX content engine, such as document-to-video and AI avatars, enabling teams to create professional videos at scale while reducing production time and maintaining quality.
• Practical approaches with real-world examples of AI-enriched videos for different real-world CX scenarios.