Achieve AI Success in 2025: Roadmap to Fix Disconnected CX
AI is everywhere — but are your customers actually getting the answers they need?
As AI adoption accelerates across customer service and support, many organizations are still grappling with a familiar set of challenges: fragmented knowledge, inconsistent digital experiences, and underwhelming ROI from their AI investments.
In this practical session, we’ll cut through the hype and focus on what it really takes to deliver seamless, AI-customer experiences. You’ll learn how to identify and overcome the hidden obstacles standing between your organization and true CX transformation.
We’ll spotlight Zoom Communications, a global leader that successfully reimagined its self-service strategy—starting with a unified knowledge foundation, and scaling with intelligent search, recommendations, and generative answering. You’ll hear what worked and what steps your team can take to follow a similar path.
In this session, you’ll learn:
- Why disconnected CX remains one of the biggest barriers to AI success
- How to fix the knowledge layer without replatforming
- What it takes to scale GenAI safely and effectively across support operations
- The real-world impact Zoom achieved—and how you can get there too
