When should AI be allowed to act on behalf of the customer?
The tricky part of AI? Deciding how much freedom to give it. Bring a decision you’re wrestling with and compare notes with enterprise peers.
AI can do more for your customers. The harder question is: how far should you let it go?
We'd love to have you join us. We’re bringing together a small group of enterprise practitioners to talk through the decisions that get complicated fast: what AI can do, who owns the outcome, and when a person needs to step in.
Bring something from your own work—a use case you’re testing, a decision you’re debating, or a lesson you learned the hard way. Let’s compare where we’re drawing the line and what’s helping us make the call.
Still figuring it out? You’ll be in good company. You don’t need a polished success story to contribute; an honest question is a great place to start.
— Mark Levy & Bill Staikos
Let’s talk through the hard calls
Which customer actions teams trust AI to handle—and where they keep human judgment
What consent, business or customer context, and guardrails AI needs before it acts.
Who owns the outcome when AI decisions cross teams
How teams spot when AI needs human help—and decide when to intervene
How teams measure success today, and what they’re learning for the next stage
Is this conversation for you? If you’re doing or directing AI work in customer experience, digital, service, contact centers, customer operations or AI, this conversation is for you.
If you’ve found yourself asking “Should we let AI do that?”, bring that question. We’d like to hear how you’re thinking about it.
What to bring One example from a use case you’ve evaluated, piloted or deployed—and one thing you learned. No presentation needed. The useful part is hearing how you’re working through it.
Event details Date: Tuesday, October 27, 2026 Time: 11am–12:30pm PT (2–3:30pm ET) Length: 90 minutes | Location: Virtual Group: Limited to 20 participants
Your hosts Mark Levy — Publisher · DCX Newsletter and DCX AI Today Bill Staikos — Founder · Be Customer Led
Sponsored by
Medallia is the #1 AI-driven platform for experience transformation, trusted by the world’s most iconic brands — including 9 of the Fortune 10. With Medallia, enterprise organizations turn billions of feedback signals into clear, prioritized business actions. With deep domain expertise, proven enterprise infrastructure, a powerful partner ecosystem, and consistent leadership recognition from top industry analysts, Medallia transforms customer experience into a strategic driver of business growth and continuous improvement. Learn more at www.medallia.com.
Request a seat Bring your experience. Bring your questions. Join us for 90 minutes with up to 20 qualified enterprise practitioners. Requests are reviewed before seats are confirmed.
Tell us a little about your role and AI work so we can bring together a useful mix of peers. We'll review requests and email you separately if your seat is confirmed.
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