Step into the Future of CX - Experience AI Agents Live
October 13, 2026
| Free CX Network Webinar Series
Greg Johnson is the Director of Customer Success at LuxCreo, a medical device manufacturing company putting industrial-grade manufacturing technology on doctors' desktops, specializing in 3D-printed aligners, sleep devices, and flexible partial dentures that doctors rely on every day. He has spent 30 years building support, success, and services organizations. That includes two decades at a Fortune 500 company, where his global team delivered world-class software support and earned nine consecutive years of customer satisfaction awards. He has also worked with other organizations to rebuild and scale their own support and services teams.
At LuxCreo, Greg leads a global Customer Success Team spanning technical support, customer service, product enablement, field services, and reseller management. Over the past two years, ticket volume has more than doubled and the customer base has tripled. Without growing the team, they cut resolution time by 66%, not by replacing people with AI, but by giving them access to AI that multiplies what they can do. That real-world deployment experience, including the coaching, empowerment, guardrails, and customer engagement behind it, is exactly what he's eager to dig into: where AI Agents are ready to help service organizations create value.
Day One - 13 October 2026
10:30 AM Beyond deflection: What it really takes to trust AI agents
AI Agents are moving from pilot projects to daily operations, but most CX teams are still unsure where the line between hype and real capability sits. This session cuts through the noise to unpack what's actually working: which use cases are ready for autonomous handling today, which still need a human in the loop, and how leading teams build the trust and control needed to scale AI safely.
This is a practical look at real deployment decisions, based on LuxCreo's case study: pairing deterministic guardrails with predictive reasoning so AI Agents follow policy while still handling nuance, using unified customer data to turn a scripted bot into an agent that can actually resolve issues, and measuring ROI beyond deflection rate alone. Attendees will leave with a framework for evaluating their own AI Agent readiness and a clear-eyed view of where the technology actually sits today.
Attendees will learn:
- How to identify which CX workflows are ready for autonomous AI Agent handling today, and which still need a human in the loop
- Concrete examples of AI Agents resolving issues end-to-end (processing a return, updating an order, issuing refunds) without a human needing to step in
- How to measure AI Agent ROI beyond deflection rate, using real numbers from a live production deployment
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