The reason your AI CX strategy is failing (and how to fix it)

You invested in AI to improve customer experience, so why aren't customers feeling the difference yet? Siloed data, disconnected workflows, and front-office tools that were never wired to the middle and back office mean AI can capture the issue, but stop short of resolving it. Join us for The reason your AI CX strategy is failing (and how to fix it), as guest speaker from IDC Aly Pinder and ServiceNow GVP, Product Management, Terence Chesire discuss what it takes to move from AI engagement to resolution, and the enterprise foundation needed to succeed.

During this session, you’ll learn:

• How CX expectations are changing in the agentic AI era—and what that means for service leaders
• Where organizations are seeing momentum with AI and where results are still falling short
• What must be in place for AI to move beyond pilots and drive resolution across the enterprise
• Where service leaders should focus first and how to measure progress

Speakers:
Aly Pinder, Research Vice President, Aftermarket Services Strategies​, IDC
Terence Chesire, GVP, Product Management, ServiceNow