Where we were
What chatbots, IVR and containment targets taught us - and what they missed about customers.
Microsoft Teams webinar
When AI talks to AI, who's looking after the customer experience?
Your customer's AI assistant is starting to talk to your contact centre's AI agent. Hear how leaders are keeping the experience on track, and what executives should do next.
Featuring Mike Lee, CEO of TekVision, and Lilly Ristic, AI Strategist, with perspectives from Financial Services and the Public Sector.
A conversation for the people accountable for CX.Executives in CX, operations, digital, technology and risk - online - 60 minutes
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The big question
AI is no longer just answering questions. It's acting on our behalf.
The experience is changing. Accountability has not gone away.
For years, AI in customer service meant scripted chatbots and smarter IVR menus, often measured by how many calls they kept away from human agents.
Now AI agents can complete tasks, and customers are beginning to send their own AI assistants to shop, ask questions, and resolve problems on their behalf. Increasingly, the conversation is AI to AI - but somebody still needs to own the end-to-end customer experience.
Moderated by Frank Muzzi, this fireside chat brings together perspectives from enterprise operations, CX strategy, and AI assurance to explore the decisions leaders need to make now.
The conversation
Past, present, future - and the decisions that matter.
A candid, fireside-chat format. No sales decks; practical questions and different perspectives on where AI-enabled customer experience is heading.
Where we are
AI agents that act, customer-owned assistants, and the questions of quality, visibility and trust.
Where we're going
How contact centres will orchestrate AI and people together, not simply route interactions.
What leaders do
What these shifts mean for CX, oversight and the decisions executives need to make before peak season.
The 30-second lightning round
We'll close by asking each executive: "What is one thing every executive should do before the holiday peak?"
What you'll take away
More clarity for the next wave of AI in CX.
Designed for leaders responsible for customer outcomes - and the risks that come with them.
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A clear view of how AI in CX has evolved - and which lessons from the chatbot era still apply.
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A practical look at AI-to-AI service and the moments where people must stay in the loop.
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A perspective on where CCaaS is heading: from routing calls to orchestrating AI and humans.
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An understanding of how testing and monitoring AI conversations can provide evidence for oversight.
Meet the conversation leaders
An executive conversation. Multiple perspectives.
Experience across CX, AI assurance, regulated environments and large-scale service delivery.
Moderator
Frank Muzzi
AI Customer Experience Strategist
CX Technology Solutions
Panelist
Lilly Ristic
AI CX and Product Strategist
CX Technology Solutions
Panelist
Mike Lee
CEO
TekVision
Panelist
Christopher Watchorn
GM, CX and Service Delivery
Canada Post
Panelist
Fernando Rios
Director, International Operations Technology
Scotiabank
The agenda
One hour. Four eras of conversation.
Thursday, October 29, 2026 - 9:00-10:00 AM Eastern Time. Informal panel discussion followed by live audience questions.
9:00-9:05
Welcome
AI is now talking to AI.
9:05-9:15
Where we were
Looking back at chatbots, IVR and containment - what did we get right and wrong?
9:15-9:30
Where we are
AI acting for customers, customers' personal assistants and the biggest concerns.
9:30-9:42
Where we're going
Three years from now, what does the contact centre look like?
9:42-9:45
Lightning round
One thing every executive should do before the holiday peak.
9:45-10:00
Audience Q&A
Live questions from attendees and closing calls to action.
Join the fireside chat
Be part of the conversation about what AI means for CX.
For senior leaders in CX, contact centres, digital, technology, risk and customer operations - particularly across financial services, retail, telecommunications, logistics and public-sector organizations.
Hear experienced executives discuss what is happening now and what to prepare for next.
Free registration
Register for the webinar
Reserve your spot for the live executive discussion and Q&A. Registration is hosted on Microsoft Teams.
Register nowThursday, October 29, 2026 - 9:00-10:00 AM ET
Keep the conversation going
From the discussion to practical next steps.
Explore TekVision's AI assurance platform or connect in person at the next executive conversation.
See TekVision FlowAX and FlowCX in action.
Explore how teams can test and assess AI-driven conversations, monitor customer journeys and turn findings into actionable quality assurance.
Request a TekVision demoAn Executive Fireside Chat and Networking Evening
Thursday, November 26, 2026 - Old Montréal. An in-person continuation of the conversation. Venue and invitation details are being finalized.
Request an invitation