AI’s Practical Impact on CX: From Journey Maps to Smarter Decisions

AI is changing customer experience, but the biggest opportunity is not simply faster automation or more dashboards. It is helping CX teams understand friction earlier, connect customer and employee signals, prioritize the moments that matter, and make better decisions across the journey.

Join Sue Duris and Claudia Panfil for a practical conversation about AI’s impact on CX. They’ll discuss how journey mapping and management are evolving, where AI can create real value for CX and EX teams, and how leaders can move from AI experimentation to measurable experience improvement.

Attendees will leave with a clearer understanding of:

• How AI is changing the role of CX teams.
• Why journey mapping needs to evolve into continuous journey management.
• Where AI can practically help with feedback analysis, friction detection, prioritization, and measurement.
• Why customer and employee journeys need to be viewed together.
• How to start small with AI while building toward a more mature, governed approach.

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