Beyond the AI Hype: Why Execution Will Determine the Winners in Customer Service

As AI adoption accelerates across customer service and CX, so do the misconceptions surrounding it. Every week brings new promises of faster implementations, dramatic cost savings, and autonomous (agentic) AI that can replace people and simplify operations. The reality is far more nuanced.

Drawing on new research from DMG Consulting’s Beyond the Myths: The Realities of AI in CX, Intradiem’s Jennifer Lee and DMG Consulting LLC’s Donna Fluss will explore what separates organizations that are seeing measurable business results from those still chasing AI promises.

In this session, you’ll learn why the next competitive advantage isn’t simply adopting more AI, it’s creating the operational foundation to put AI to work. As organizations shift toward human-AI hybrid workforces, success will depend on modernizing workflows, orchestrating work across teams and technologies, and turning AI-driven insights into real-time action.

You’ll learn:

• Why execution, not intelligence, is really the defining challenge of AI adoption
• How AI is reshaping workforce operations and why workforce management will be even more critical in human-AI hybrid environments
• The operational capabilities that leading organizations are building today to prepare for tomorrow’s AI-driven enterprise
• What CX leaders should prioritize to avoid fragmented AI initiatives and build a scalable foundation for long-term success