How CAI improved the service desk for 500,000 end users with AI

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