Building a Smarter AI Strategy: From Investment to Impact
March 24 - 25, 2026
| Free CX Network Webinar Series
Sue Duris is Co-Founder and Principal Consultant of M4 Communications, a customer experience, business transformation, and marketing consultancy that helps organisations embed customer-centricity and drive sustainable growth. A seasoned CX and marketing strategist, Sue partners with leaders to design and scale programs that fuel loyalty, retention, and competitive advantage —including navigating AI-driven transformation with responsible governance frameworks.
With a career of CX leadership roles spanning technology, financial services, telecom, SaaS, education, and nonprofits, Sue brings a rare ability to align CX strategy with business goals and deliver measurable outcomes. She blends data-driven insight with human-centric design to lead voice-of-the-customer (VoC) programs, journey mapping, segmentation, and CX governance, helping organizations leverage AI and automation while maintaining customer trust and ethical standards. Her work transforms organizations—from cultural mindset shifts to enterprise-wide service improvement.
She received her MBA from the University of California-Irvine and BA in Economics from the University of Colorado and is a Certified Customer Experience Professional (CCXP) and Prosci® Certified Change Management Practitioner. She is a globally recognised CX thought leader, contributing author on AI in CX, international awards judge, speaker, guest lecturer, and trusted advisor to senior executives and boards.
Sue is passionate about helping organizations grow by putting customers at the center of everything they do —with the insight and guardrails to make AI a force for better experiences, not just efficiency.
Day One
10:00 AM The stats that show how agentic AI is transforming CX
Join our editor-in-chief, Melanie Mingas, as she reveals key highlights from our latest report: CX Horizons. We surveyed over 350 network members from around the world to ask about key trends, consumer behaviours and how AI is impacting their roles. With plenty of opportunity to ask questions about the data, the session will be an exclusive launch of our latest research report. She'll be joined by report contributer and AI in CX expert, Sue Duris, as they unpick the research findings and explore what they mean for the world of CX.
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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