June 2 - 3, 2026
| Free CX Network Webinar Series
Day One - 2 June, 2026
10:00 am - 10:30 am
The loyalty–efficiency trade-off that’s breaking CX — and how agentic orchestration can end it
Nathalie DeChellis -
Senior Director Product Marketing,
Genesys
Tim Friebel - Director, AI & Business Value, Genesys
Customer experience leaders have spent years trapped in a false choice: automate to improve efficiency and reduce costs, or rely on people to deliver the personalized experiences that build loyalty. As AI adoption accelerates, that tension is becoming the defining challenge in CX. But the loyalty–efficiency trade-off is no longer inevitable. And the organizations that eliminate it will hold the advantage.
This session explores the shift from fragmented AI and isolated automation to agentic orchestration — a new operating model for customer experience where AI agents don't just give scripted responses, but reason, act and adapt across the enterprise. Powered by Large Action Models, agentic virtual agents can resolve issues faster, personalize experiences at scale and increase operational efficiency without sacrificing trust or experience quality.
You'll see what this looks like in practice across your industry — including how to identify high-impact use cases, build the right data foundations and scale AI beyond disconnected pilots to drive measurable enterprise impact and realize ROI.
If you're exploring the future of autonomous CX, this session will help you understand not just how AI can improve experiences, but how agentic orchestration is redefining how customer experience itself is delivered.
Attendees will learn:
- How to identify the trade-offs in your CX strategy — and the KPIs that matter most to measuring and eliminating them
- The difference between LLMs and LAMs — and when to use conversational AI, autonomous action-taking AI or both
- How to prioritize high-impact AI use cases in your industry and scale beyond disconnected pilots to measurable business results
10:30 am - 11:00 am
Designing the AI-connected enterprise experience
Brian Mistretta -
Product Marketing Director,
NiCE
Karen Inbar - Industry Marketing Director, NiCE
As organizations accelerate their adoption of AI, many are discovering that isolated tools and point solutions are no longer enough to deliver meaningful customer experiences or measurable business outcomes. True transformation happens when customer interactions, data, and operations are connected end to end across the enterprise.
In this webinar, we'll explore how leading organizations are using AI-driven orchestration to bridge the gap between the front office and the broader enterprise, connecting contact centers, digital channels, analytics, operations, and fulfillment into one coordinated experience. Rather than focusing on technology features, this session will take a business-first approach, using real-world scenarios to show how AI can turn customer intent into action and outcomes.
Through practical use cases from industries such as retail, healthcare, and financial services, we'll illustrate how orchestration helps organizations reduce operational friction, improve visibility across systems, and deliver more consistent, responsive customer experiences. We'll also examine how AI changes the role of human agents - automating transactional work while empowering employees to focus on higher-value, strategic tasks.
Attendees will learn:
- How AI-driven orchestration connects customer interactions to enterprise outcomes
- Why leading organizations are shifting from siloed CX tools to a connected operating model
- How AI enables operational efficiency while elevating the role of human agents
11:00 am - 11:30 am
Proving AI ROI: What CX teams get wrong (and right)
Monika Aufdermauer -
VP, User Success,
KOHO
Caitlin Coen - Customer Marketing, Kustomer
According to CX Network Research, demonstrating ROI is the top barrier to CX investments. Most CX teams are under pressure to adopt AI - but the timelines vendors promise rarely match reality. The result: stalled pilots, unclear ROI, and growing skepticism from leadership about whether AI investments are worth it.
In this candid conversation, Caitlin Coen sits down with Monika Aufdermauer to break down what realistic AI implementation actually looks like, from first deployment to measurable business impact. Monika will share her firsthand experience building AI into customer operations at a fast-growing fintech, including what worked, what didn't, and how she proved ROI to stakeholders.
You'll walk away with:
• Tips on setting AI implementation milestones your team can actually hit
• Strategies for measuring and communicating AI ROI beyond deflection rates
• Lessons learned from real deployments — including the mistakes worth avoiding
• Whether you're evaluating your first AI investment or trying to scale what's already in motion, this session is for CX practitioners, leaders, and agents who want substance over hype.
11:30 am - 12:00 pm
Where is the AI vendor market going, and what will this mean for CXOs?
Bill Staikos -
Managing Partner,
Be Customer Led
The AI vendor market is moving quickly and decoding it can feel overwhelming. Working with AI, and AI vendors, requires a particular skillset, and this is quickly changing the role of the CXO.
When we asked our network how they acquire new AI capabilities in 2025, 74 percent said they worked with third party vendors. In 2026, however, this has fallen to 50 percent. In this session with industry expert, Bill Staikos, we'll unpack the complexities of the vendor marketplace, and evaluate how developments in organizational structures will impact the role of the CXO. We'll aim to demystify the AI vendor landscape and illuminate the skills needed for CXOs to secure their place at the table when it comes to AI strategy.
Attendees will learn:
- Key recent developments in the AI marketplace and how this will impact CX teams
- The essential skills needed to secure a seat at the table of AI strategy decisions to advocate for customers
- A vision for the future of the AI market, how to capitalize on benefits and mitigate potential challenges
12:00 pm - 12:30 pm
How CVS Health uses agentic twins for deep customer insights
Sri Narasimhan -
VP, Head of Enterprise Customer Experience & Insights,
CVS Health
Deep diving into customer segments uncovers opportunities for journey improvements and guides customer strategy. It is, however, a costly operation – in both time and money. CVS Health is pioneering an entirely new approach with agentic twins: large banks of data grouped by demographic, built on data from 400,000 consenting individuals. These banks provide deep, always-on insights in real time, bringing predictive capabilities and allowing teams to test hypotheses before launching full research projects.
In this session, Sri Narasimhan, VP of Enterprise CX at CVS Health, will share how – and why – the company has rolled out agentic twins to amplify the customer voice. He'll explain key learnings and early results, touching on identifying business cases,
ensuring accuracy and preserving customer trust.
Attendees will learn:
- What are agentic twins and how do they work?
- Key learnings from CVS Health's implementation journey – identifying business cases and ensuring accuracy
- How agentic twins provide deep insights while protecting consumer trust
