Session six focuses on scaling AI and customer experience (CX) through trust, data, and team readiness. Experts Ian Jacobs and Derek Top from Opus Research discuss the challenges companies face when implementing AI, emphasizing that the real issues often stem from a lack of coordination rather than technology. As organizations build multiple AI agents for various functions, they frequently end up with fragmented customer interactions, leading to frustrating experiences. The conversation highlights the necessity for holistic management of AI to achieve effective, scalable outcomes in customer service.
