Building a Smarter AI Strategy: From Investment to Impact
March 24 - 25, 2026
| Free CX Network Webinar Series
Sam Chandler’s job is to ensure companies are worthy of their customers’ love. And it’s a job she takes quite seriously.
After spending the last 2 decades becoming acclimated with every customer service role from the front lines of cashiering to deploying early stage CX programs, Sam Chandler is a customer experience & retention expert who has advised hundreds of companies from early stage startups through Fortune 500 corporations on launching effective CX and GTM strategies.
As the Director of the Commercial Customer Success Program for Kustomer, Sam enables her team to partner with CX leadership, administrators and founders to develop strategies that consider the entire customer experience and effectively scale with an organization’s growth. She has been featured in a variety of articles, podcasts, and digital marketing campaigns and was named as a Top Voice in both Startups Development & Customer Retention by LinkedIn.
Day One
12:30 PM How Nathan James’ support team handles double the enquiries while increasing CSAT scores
AI is proliferating across customer experience, and many organizations are discovering that with efficiency gains come new risks.
In this session, Taylor Johnson, Director of CX at Nathan James, will reveal how the digitally-native furniture store used AI as a single source of truth, unifying very customer interaction. In conversation with Sam Chandler, Director of Customer Success, Commercial at Kustomer, she’ll go into how this transformation led to the support team handling double the number of customer interactions per hour, with CSAT increasing by two points.
Through this case study, we’ll explore how CX leaders can deploy AI without destroying trust internally or externally. Rather than framing AI as a replacement for humans, we’ll advocate for a “Human + AI” model grounded in transparency and intelligent handoffs.
Attendees will learn why trust is not merely a UX challenge, but an architectural one. This session will examine how confidence scoring and human-in-the-loop workflows can dramatically reduce common CX risks while improving customer outcomes. The discussion will also explore emerging AI agent team models, where specialized AI roles outperform monolithic “one bot to rule them all” approaches.
Attendees will learn:
- Why trust failures in AI are architectural problems, not interface problems
- How human-in-the-loop design, confidence scoring, and escalation logic reduce brand risk
- How to deploy AI in CX using collaborative Human + AI models instead of replacement narratives
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