boXenstopp

CX Operating Model: Managing Service Providers in the Age of Agentic AI / boXenstopp #47

Do organizations still need service providers in the age of Agentic AI and, if so, for what? In this second boXenstopp session dedicated to the CX Operating Model and the operational what and how of delivering customer experience, we explore how AI is reshaping service provider management in customer service.   What capabilities should organizations retain in-house, and which services can still be effectively and transparently outsourced? Which governance models and steering mechanisms drive success? And what is the future of outsourcing as AI continues to improve at an unprecedented pace?   Join Bettina Pauck (Founder & Managing Director | pauck + partners), Diana Schröter (Consultant | pauck + partners), and Ralf Graf (Lead Consultant Advisory Practice | infinit.cx) as they discuss the changing role of service providers, operational governance, and the future of customer service in an AI-driven world.

Experten

Bettina Pauck
(Founder & Managing Director | pauck + partners)

Diana Schröter
(Consultant | pauck + partners)

Ralf Graf
(Lead Consultant Futurelab @ infinit.cx group)

Moderator

Kai Nörtemann
(Head of Marketing @ infinit.cx)

brings more than two decades of experience in the contact center industry, spanning application engineering, project management, consulting, presales, and portfolio management. He is also a respected blogger and industry analyst.
 
Passionate about customer service and customer experience, Kai examines both the potential and the limitations of digital transformation. With a background in physics, he sees independent thinking and action as the foundation of meaningful progress and believes that authenticity is the key to lasting credibility.