Winning with Agents as your Frontline: The New CX Blueprint

Deploying AI agents on the frontline means rethinking what happens behind the scenes.
The winning teams take a more deliberate approach - rethinking team structures, redefining roles, and redesigning operational playbooks. They also introduce new ways of measuring performance & growth, often tracking brand new metrics.
In this session, leaders from Fin, Kalshi and more will explore what successful teams did to move beyond pilot phases to AI success, sharing what they changed, what they would do differently, and the practical blueprint they would recommend to others at the outset.
Speakers:
Shannon Magiera, Head of Operations, Kalshi.
Declan Ivory, VP of Customer Support, Fin.
More guests to be announced.