Building an Agentic CX Program (feat. Allison Brotman from UKG)

​Join an open, conversational roundtable exploring how enterprise teams are advancing Digital Customer Experience (Digital CX) with AI agents and analytics—and what they’re learning along the way.

​Facilitated by Allison Brotman, VP of CX Intelligence at UKG, and Jay Nathan, CEO of Balboa Solutions, the discussion will spotlight the progress UKG has made on its Digital CX and AI journey, including what’s worked, what’s evolved, and key lessons learned in moving beyond standalone AI deployments toward a connected operating model.

​We’ll also open the conversation to participants to ask questions, compare notes, and share what they’re seeing inside their own organizations—from early experiments to scaled programs.

​Together, we’ll explore how teams are:

• ​Combining product telemetry, knowledge bases, and engagement signals

• ​Leveraging high-volumes of historical support interaction data to train CX agents

• ​Measuring effectiveness of agents and tools

• ​Delivering proactive, context-aware guidance at the moments that matter most

​This is a peer discussion, not a presentation. Bring your questions, experiments, and lessons learned. The goal is to accelerate learning, from early pilots to enterprise-scale Digital CX impact, by learning from each other.