Every CX leader's nightmare: the one call that went catastrophically wrong.
In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses.
What You'll Learn:
- The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)
- Why Traditional Testing Fails - 90% of Gen AI projects are stuck in proof-of-concept because organizations can't validate they'll work with real customers
- The Trust Erosion Timeline - How customer emotions cascade from frustration to abandonment in minutes
- The AI Assurance Gap - Why autonomous agents raise the stakes and require entirely new approaches to testing
- Real-World Impact - How healthcare providers use Cyara to prevent compliance violations when lives are literally at stake
- Actionable Advice - What CX and IT leaders can do today to prevent tomorrow's disasters