Recorded Sessions

AI for CX Virtual Summit

The Path to Successfully Introducing AI into Contact Center and Service

Date: June 2–5, 2025
Format: Virtual summit

Explore the Sessions

Speaker Sessions

Inside the AI for CX Summit

Gain strategic and tactical insights on AI for CX from those who’ve already done it!

Opening Keynote - Panel Discussion: AI Framework for CX

AI success starts with strategy, not tools. In this keynote panel discussion, AmplifAI Founder and CEO Sean Minter and Sanas VP Jon Heaps explore how to build a modern CX framework that aligns AI with outcomes, empowers teams, and sets the tone for innovation across coaching, QA, and performance.

Session Topics
- Learn why AI success starts with the right data foundation
- Explore a framework for aligning AI with performance goals
- Understand how leaders drive value across teams and tech
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How AI Is Revolutionizing CX

AI is reshaping customer experience through personalization, predictive insights, and next-gen service. In this dynamic keynote, CX thought leader Dan Gingiss shares how top brands are successfully using AI to elevate loyalty, drive innovation, and deliver CX that customers actually remember.

Session Topics
- See how top brands apply AI to deepen loyalty and retention
- Learn what “next-gen” CX actually looks like in practice
- Discover where predictive insights are driving real impact
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From Hype to Help: Evaluating and Applying AI Where It Matters in CX

In this session, Nick Richards shares a structured approach to identifying where AI truly fits in your CX strategy, helping you prioritize business outcomes, map them to the right tools, and drive measurable impact with AI.

Session Topics
- Shifting from tool-first to needs-first AI planning
- Learn a framework for mapping CX goals to the right AI
- Build an AI strategy that drives measurable business impact
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How is Performance Management Falling Short?

As CX technology evolves, performance management needs to evolve with it. Callie Wright and Stephanie Rubin share how CX leaders are tracking coach effectiveness, using gamification to sustain growth, and building agent improvement plans that go beyond the now outdated, metric-only thinking.

Session Topics
- Learn how to measure and improve coach effectiveness
- See how gamification supports long-term agent growth
- How to move beyond outdated, metrics-only management models
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AI for CX: Left of Ask vs Right of Ask

Explore how the “Left of Boom vs. Right of Boom” framework, rooted in cybersecurity, reshapes CX strategy. Adam Elkins shares how AI-powered self-service, agent tools, and analytics drive stronger interactions, higher resolution rates, and better ROI across the full customer journey.

Session Topics
- Reframe CX strategy using a proven cybersecurity mindset
- Use AI tools to improve resolution rates and interactions
- Maximize ROI across pre- and post-issue customer journeys
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Trusted Advisors vs. RFPs

The RFP process slows decisions and limits innovation. In this candid conversation, Vic Pepe and Andrew Pryfogle reveal how trusted advisor models drive faster, better-aligned outcomes by prioritizing relationships, expertise, and agility over rigid checklists.

Session Topics
- Understand why RFPs limit speed and strategic fit
- Learn how trusted advisors accelerate tech decisions
- Explore a model built on relationships, not rigid processes
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AI Readiness, Today and Your Future

Fred Stacy leads a panel of CX and contact center leaders exploring which AI solutions deliver real ROI today, without massive lift. Learn why readiness still matters, and what it takes to become an AI-enabled organization. Live audience Q&A to follow.

Session Topics
- Identify AI tools delivering ROI without heavy lift
- Understand why organizational readiness still matters
- Hear what top leaders are doing to operationalize AI now
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AI + Human: The New Power Duo in Customer Experience

Success with AI doesn’t start with technology, it starts with people. Jon Blum and Valerie Rodriguez explore how aligning AI with human strengths leads to faster, smarter, and more empathetic customer experiences, with real-world examples and strategies teams can apply today.

Session Topics
- Align AI with human strengths, not just workflows
- Build empathy-driven experiences that scale
- Apply real-world strategies to boost CX and team performance
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Amplify the E3 Effect: How AI Supercharges Human-Centered Performance

CX leaders face a recurring question: how do employees fully own the vision? Daniel Roth shares how the E3 Effect uses enablement, empowerment, and endeavor to elevate performance despite high turnover or misaligned culture. In this live interview, Daniel Pryfogle explores how AI amplifies the model in practice.

Session Topics
- Learn how to drive employee ownership with the E3 model
- Overcome cultural and turnover challenges with clarity and structure
- How AI activates enablement, empowerment, and alignment
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AI-Ready Data: Unlock Business Value with Intelligent Data Strategies

Discover how a strategic approach to data readiness unlocks the full potential of AI. This seminar explores the key principles of data quality and structure needed to drive impactful AI initiatives and achieve measurable business outcomes.

Session Topics
- Understand what makes data usable for AI
- Learn how structure and quality impact outcomes
- Unlock the full potential of AI with smart data prep
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