People vs. Technology? Why CX Transformation Needs Both.

The tech is here. The journeys are mapped. So why is change still so hard? In this conversation, Ania Rodriguez and Dr. Mohamed Latib unpack the real reason CX initiatives stall: the talent gap. From frontline training to executive buy-in, they’ll explore how to equip people with the mindsets and skills to activate your CX tech stack. Learn how to bridge the “tool–talent” divide, and why digital transformation is meaningless without human transformation.

This interactive session will explore:

1. Why CX Tech Alone Isn’t Enough

Technology is an amplifier, not a substitute for talent or culture.

2. How to Build a CX Talent Ecosystem

Empowering people with CX know-how accelerates platform ROI and transformation outcomes.

3. A Blueprint for Aligning People, Process, and Platforms

Sustainable CX transformation requires orchestration across three key pillars: people, process, and platform.

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