Chicago: AI Without the Hype: How CX Leaders Get Started the Right Way

Description

Join Matt Conant, VP of Customer Experience at Cabinet Works Group, a leader and largest privately held cabinet manufacturer in the United States, for a practical leadership discussion on how to begin an AI journey inside your organization—without letting pressure, hype, or vendor promises drive the agenda.

AI doesn’t fix broken operations. It amplifies what already exists, which means the earliest decisions you make—where you start, who you involve, and how you partner—will shape outcomes across your teams, systems, and customer experience.

This session focuses on the real-world impacts of AI adoption, including how automation changes roles, workflows, accountability, and decision-making—and why success depends on strong functional partnerships, especially with IT and systems teams.

You’ll explore:

• Where and how CX leaders should start AI efforts inside their organization
• The downstream impact AI has on teams, roles, and operating models
• Why AI success is inseparable from IT, data, and systems alignment
• How to set realistic expectations and shared ownership across functions

Designed for Customer Service, operations, and transformation leaders who need to move forward on AI while protecting service quality, trust, and organizational stability.