In this roundtable, a panel of CX leaders from ServiceNow, Zendesk, Zoho, Freshworks, and Arion Research join CX Today’s Nicole Willing to unpack the realities of modern CRM environments.
They explore how organisations are moving beyond basic platform selection. The focus is now on data quality, strict governance, and measurable ROI.
The discussion highlights the critical transition from passive systems of record to proactive systems of action. The panellists also address the human element of automation.
AI is highly effective at handling routine queries. This efficiency means human agents now face a continuous stream of complex and high-stress cases.
The panel shares strategies to protect agent wellbeing while maintaining operational efficiency. Don’t miss this conversation if you are looking to build a resilient, secure, and cost-effective customer data strategy.
