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DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
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SUMMARY:How AI Is Reshaping Customer Onboarding: Lessons From CS Leaders
DESCRIPTION:​Customer onboarding has always been the make-or-break moment in the customer journey. But right now\, something fundamental is shifting – and the leaders who recognize it early will have a significant edge. \n​AI is no longer a future consideration for customer success teams. It’s actively changing how top companies compress time-to-value\, scale personalized onboarding without scaling headcount\, and turn what used to be a manual\, resource-heavy process into a strategic growth lever. The teams that get this right aren’t just onboarding customers faster – they’re retaining them longer and expanding them sooner. \n​But with that opportunity comes real complexity: How do you implement AI in onboarding without losing the human touch that builds trust? Where does automation help\, and where does it hurt? And how are CS leaders actually making the case internally to change a process that’s worked “well enough” for years? \n​Join us for a candid conversation with four senior CS leaders who are navigating exactly these questions – in real time\, at scale\, across different industries. \n​You’ll hear from: \n\n\n​Frank Auger\, COO at Onramp \n\n\n​Mollie Navarro\, VP of Customer Experience at Xplor \n\n\n​Molly Gilson\, Head of Customer Success\, Operations & Strategy at Harvey \n\n\n​Yayun Cheng\, Global Director of Customer Onboarding at Brandwatch \n\n\n​Here’s what we’ll dive into: \n\n\n​How AI is being used right now to reduce onboarding time-to-value – and what’s actually driving results \n\n\n​Where automation wins\, and where the human element is non-negotiable \n\n\n​How senior CS leaders are building the internal case for AI-driven onboarding change \n\n\n​What separates the teams pulling ahead from those still figuring it out \n\n\n​Here’s what you’ll take away: \n\n\n​A clear framework for identifying where AI can have the highest impact in your onboarding motion \n\n\n​Specific tactics and tools that leaders at Xplor\, OnRamp\, Harvey\, and Brandwatch are using today \n\n\n​A gut-check on your current onboarding process – and concrete next steps to modernize it \n\n\n​Talking points to bring back to your team and leadership to drive alignment \n\n\n​If you’re an operator or leader in CS\, onboarding\, CX and you’re thinking about where AI fits into your team’s strategy\, this hour is worth your calendar.
URL:https://practicalcsm.com/event/how-ai-is-reshaping-customer-onboarding-lessons-from-cs-leaders/
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DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260708T043035
CREATED:20260512T105459Z
LAST-MODIFIED:20260512T105459Z
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SUMMARY:From AI Investment to CX Results: What Enterprise Leaders Need to Know
DESCRIPTION:Move beyond experimentation. Learn how leading enterprises are operationalizing AI across customer experience to drive productivity\, speed to value and measurable business results. \nLeadership wants to see handle times\, containment rates and cost-per-interaction improve…and the tolerance for inconclusive pilots is running out. \nSome organizations are getting there. The ones making progress aren’t necessarily working with bigger budgets. They’re aligning the right combination of CX platform\, transformation expertise and secure enterprise infrastructure to move from pilot programs to scaled operational impact. \nPowered by three critical layers: NiCE brings the CX platform and AI foundation. Concentrix delivers the transformation and execution expertise. Google Chrome Enterprise provides the secure infrastructure to support AI adoption across distributed workforces. \nWhat You’ll Learn \n\nHow to move AI initiatives from pilot to production in contact center and CX environments\nWhich AI use cases are delivering the fastest time to value right now\nHow enterprises are improving agent productivity and customer outcomes while lowering cost-to-serve\nWhat it takes to reduce deployment risk and scale AI securely across the enterprise\n\nRegister to learn how leading enterprises are turning AI investment into operational impact\, and what it takes to deliver measurable CX results at scale.
URL:https://practicalcsm.com/event/from-ai-investment-to-cx-results-what-enterprise-leaders-need-to-know/
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DTSTART;TZID=UTC:20260520T190000
DTEND;TZID=UTC:20260520T200000
DTSTAMP:20260708T043035
CREATED:20260512T110216Z
LAST-MODIFIED:20260512T110216Z
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SUMMARY:AI With Intent: How CX Leaders Decide Where Automation Belongs (And Where It Doesn't)
DESCRIPTION:Senior CX operators from REI & Hyatt share the framework they use to decide where AI drives retention and where automation backfires. \nEvery CX leader is being asked to deploy AI faster than they can defend it. \nThe teams seeing real ROI aren’t deploying everywhere. They’re deploying with intent. \nMatthew Schaeffer leads digital operations at REI\, a 20-million-member co-op where every member touchpoint is also a loyalty signal. Katrina Fine runs AI and technology enablement at Hyatt\, where guest experience scales across global brands while preserving local feel. Both are deploying AI right now. Both have a framework for where it belongs\, where it doesn’t yet and what it takes to align an organization around the answer. \nTheir throughline: the difference between AI that resolves and AI that retains comes down to data. The result isn’t faster tickets. It’s CX that grows the relationship. \nWhy attend? \n\nDecide where AI belongs: How to evaluate AI-readiness across customer journeys\, and which touchpoints to keep human.\nMove AI from CSAT to retention: What it takes for automation to drive loyalty\, repeat purchase and lifetime value.\nWin the cross-functional fight: How to align marketing\, ops and IT on AI rollouts that ship instead of stalling.\nDefend your AI roadmap to the CFO: Tie every AI decision to a business metric the executive team actually cares about.\n\nSave your seat. You’ll leave with the framework\, the language and the proof points to defend your next AI move.
URL:https://practicalcsm.com/event/ai-with-intent-how-cx-leaders-decide-where-automation-belongs-and-where-it-doesnt/
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