CX Excellence Summit

Generative AI is driving a wave of automation across customer service. Under pressure to reduce costs, many organizations are deploying automated agents at scale. But when high-volume customer touchpoints are treated purely as an expense to be minimized, businesses risk eroding loyalty and losing access to the insights that fuel broader transformation. Short-term savings can come at the expense of long-term strategic value.

Customer experience leaders need to move beyond quick fixes and reframe high-frequency contact channels as important sources of business intelligence. Combining AI-driven automation with skilled human support enables organizations to turn frontline operations into strategic assets. Drawing on lessons from high-volume parcel delivery, this session examines how to balance operational efficiency with meaningful engagement to drive customer-centric growth.

Join Laurent Pluchon, Customer Relations Director at Chronopost, to explore strategies for transforming customer service touchpoints into sustainable business value.

Key Takeaways:
- See why moving beyond short-term AI cost metrics is essential to realizing sustainable enterprise value from every customer interaction.
- Gain practical frameworks for expanding engagement channels while maintaining control over high-volume service demands.
- Understand how to integrate automated AI agents with human support to strengthen customer loyalty and boost operational performance.
- Learn how to position customer service as a catalyst for organization-wide transformation and effective voice-of-customer integration.