Growing businesses often hit the same CX technology wall: entry-level tools no longer fit, but enterprise platforms can feel too expensive, too complex and too slow to deliver value.

In this on-demand session, Rob Wilkinson speaks with Gina Witty, Director of Product Management at GoTo, about the real challenges facing growing organizations.

Together, they unpack the “Goldilocks dilemma” in CX: how mid-sized organizations can avoid systems that are too limited or too heavy, and instead build a platform strategy that supports better service, stronger visibility and practical AI adoption without creating more operational friction.

What you’ll learn

• How disconnected voice, SMS, chat and CRM systems affect reporting, service consistency and trust
• What “built for SMB” really means in a CX architecture
• How to approach AI adoption without a large in-house data science team
• Which metrics matter when introducing AI agents, virtual receptionists and automation
• How to deliver a more seamless customer journey across channels

Why this matters

Customers don’t think in channels. They expect businesses to recognize them across multiple touchpoints without making them repeat themselves. For growing companies, that raises the bar on integration, reporting and operational simplicity.

Watch now and learn how growing businesses can simplify CX technology, connect customer journeys and put AI to work faster.