Steve Blood
VP Market Intelligence, Five9
Mat Ladley
Principal Solution Consultant, Five9
Many organisations are still relying on intuition when deciding where to apply AI in customer experience, often leading to disconnected initiatives and underwhelming results.
In this session, we’ll explore how leading organisations are shifting from assumption to insight, using real customer interaction data to make smarter, more informed decisions about where AI can deliver the greatest value.
We’ll look beyond traditional measures like deflection and ROI to consider what success really looks like, better resolutions, improved customer experiences, and stronger support for agents handling increasingly complex interactions.
By taking a data-led approach, organisations can prioritise the right use cases across both self-service and agent-assisted journeys, ensuring AI delivers real value where it matters most.
What you'll learn:
- Where AI delivers real outcomes and where it doesn’t
- How to identify high-impact use cases using your own CX data
- Why “resolution” beats “deflection” as a success metric
- How to support agents with AI in more complex, high-value interactions
- How to frame AI success beyond ROI (and still satisfy the CFO)
Stop experimenting. Start applying AI where it actually makes a difference.
