WHO IS PRESENTING
Rachel Lane
Founder and CEO, CXaiS
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Fifteen years designing and delivering CX technology programmes for some of the world's largest brands. Rachel takes the foundation work and the commercial case: what has to be true before go-live, and how to build an ROI number that survives contact with a CFO.
Foundations for Success
Bill Staikos
Founder & Managing Partner of Be Customer Led
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Bill brings a first look at The CX Technology Investment & Architecture Index: 2027. Most CX tech research asks which vendor leads. His asks whether the category deserves your budget at all, and whether you buy it, build it, or compose it from what you already own.
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Customer led transformation
WHY THIS SESSION IS IMPORTANT
CX cannot afford any more empty promises.
We are in business-critical times for CX performance. AI can change the game, but ROI is an absolute prerequisite.
95%
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of enterprise generative AI pilots delivered no measurable P&L impact
(MIT Project NANDA, 2025)
Those are not early-stage teething numbers. That is what happens at scale, inside organisations that were not short of money, talent or executive sponsorship.
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The uncomfortable part is that the failure is rarely technical. The platform works. The model performs. The programme still does not move the numbers, because the foundation underneath it was never built.
AI does not repair operational unreadiness. It industrialises it.
42%
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of companies abandoned most of their AI initiatives in 2025, up from 17% the year before
(S&P Global Market Intelligence, 2025)
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WHY 75 MINUTES
Nobody runs a 75 minute webinar. Most run 30, and spend 10 of those on introductions.
We start on time and we finish on time. Q&A happens inside the 75, not bolted on afterwards for whoever can stay. If you block the hour and a quarter, you get the whole thing.
WHAT WE COVER
Four parts, then Q&A, inside the 75.
PART ONE
PART TWO
PART THREE
PART FOUR
What failure actually looks like
Named cases on the public record. Commonwealth Bank, Klarna, Air Canada. Then the older ones, MD Anderson with IBM Watson, Zillow Offers. The same failure pattern, repeating for a decade.
What actually deserves the budget
Most CX technology research asks which vendor leads. Bill asks whether the category deserves your budget at all, and whether you buy it, build it, or compose it from what you already own. A first look at The CX Technology Investment & Architecture Index: 2027.
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The six dimensions
Data Quality. Organisational Change. Process Maturity. Use-Case Prioritisation. Channel Architecture. Commercial Alignment. What good looks like in each, and the specific pitfall that catches most programmes.
Data Quality
Use-Case Prioritisation
Building the number
Organisations reporting significant returns from AI were twice as likely to have redesigned their workflows before selecting a modelling approach (McKinsey, 2025). That sequence is the whole argument. We show how to construct a Value at Stake figure you can defend line by line, and what ready actually looks like before you sign anything.
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Organisational Change
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Channel Architecture
Process Maturity
Commercial Alignment
WHO THIS IS FOR
Built for leaders planning an AI implementation, not just for leaders already live.
Chief Customer Officers
For those yet to commit, this insight will provide the greatest value.
COOs
SVPs of Customer Experience
Strategy, AI, Technology and finance leaders
 If you have not signed yet, this is the session that saves you the most.
This is built for leaders planning an AI implementation, not for leaders who are already live.
Independent. No platform to sell, no preferred vendor, no implementation revenue riding on the answer.
CXaiS builds the commercial foundation, ROI framework and implementation plan that makes AI investment in customer experience actually perform.
Not ready to commit 75 minutes? Take the free AI quick Assessment, 12 questions, instant report