Enterprise Connect 2026 Schedule
The Economics of AI to Improve CX, While Reducing Costs
Robin Gareiss (CEO & Principal Analyst, Metrigy)
Location: Academy 407
Date: Wednesday, March 11
Time: 8:30 am - 9:00 am
Pass Type:
All Access, Premium
Session Type:
Session - Conference Track
Track:
Tech Disruption Zone: Implementing Without Imploding
Topic:
CX/Contact Center
Vault Recording: TBD
On one hand, AI will reduce costs by automating interactions and reducing the number of live agents that companies need to serve customers. On the other hand, AI will guide agents to do more, like upsell. So what are the economics of AI? What role does it play to shape the cost–and revenue–structure of companies? In this session presented by a leading research analyst, you’ll learn the answers to questions including:
- How can AI play a role in both growing contact centers and reducing costs?
- In what circumstances does AI improve customer satisfaction?
- What are the most successful pricing structures you should negotiate with your vendors?
- If companies spend more and more on AI, can they really cut costs?
- What are the economic models of AI, and which makes sense for your organization?
The answers, drawn from primary research with both B2B and consumer subjects, will help you plan your AI strategy for CX.