June 03 - 04, 2025
| Free CX Network Webinar Series
Tom Grosso
Executive Director, Service Desk CAI
Tom is serving as an Executive Director who is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services to his company’s various clients. It is Tom's job to provide oversight for all Service Desk Elements including client relations, staffing to meet ever changing workflow/support needs, operational reporting, employee relations, telephony, policies and procedures that of which are designed to ensure consistently high service performance against established SLA's. In addition, evaluating all phases of the "Customer Experience" life cycle to develop quality improvement processes.
Day Two - 4 June, 2025
10:30 AM Reimagining the service desk for 500,000 end-users: The CAI story
CX Network research found that AI-powered technologies for operations is the most impactful CX trend affecting practitioners in 2025. To find out more about why, join us for a fireside chat featuring CAI's Executive Director of Service Desk, Thomas Grosso, as he shares his transformation journey.
With 300 agents supporting over 500,000 end users worldwide, CAI’s story showcases how strategic implementation of CX automation can revolutionize service delivery at scale.
This session will provide valuable insights into leveraging AI and automation to modernize operations, meet evolving customer expectations, and drive impactful outcomes. Whether you're exploring digital transformation or seeking to optimize your customer experiences, this conversation offers practical takeaways.
Attendees will learn:
- How CAI restructured its service desk to support 500,000 global users with just 300 agents using AI and automation
- Practical strategies for scaling service delivery while maintaining high-quality CX
- Key lessons in aligning AI investments with real operational outcomes and customer expectations
In Partnership With:
©2025 IQPC. All rights reserved.
