Every support leader is being asked the same question: Is AI actually paying off? This panel brings together customer support executives who have moved beyond pilots and into measurable, operational results. The conversation will unpack: - How to quantify productivity gains from automation and workflow intelligence - Real examples of reduced handle time, better deflection, and higher customer satisfaction - The hidden ROI drivers (ie. agent confidence, accuracy, and operational predictability) - How leaders are framing AI investments to their CFOs and boards - What “continuous improvement” looks like when AI is embedded inside every support process This is a practical, metrics-first conversation for leaders who want to demonstrate value, not hype, and build a support function that scales smarter, not bigger.

AI adoption doesn’t fail because of the technology, it fails because of the narrative. As support organizations introduce automation, agentic workflows, and AI-assisted resolution, customers need clarity, confidence, and a sense of partnership. This keynote explores how support leaders can position AI not as a barrier, but as an upgrade to the customer experience. Attendees will learn: - How to communicate AI changes transparently without overwhelming customers - The messaging frameworks that build trust and reduce resistance - Customer-centric rollout strategies that prioritize experience and reassurance - How to equip agents to confidently explain AI-assisted processes - What leaders must do to maintain credibility during the transition