Monika Aufdermauer

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.