Leading CX in an AI-First, Resource-Constrained World

​Join an open, conversational roundtable exploring why retention has become the primary growth mandate for CX and revenue leaders, and how AI is reshaping how teams protect and expand existing revenue.

​Facilitated by Keith Wagner (Balboa) and featuring CX leaders Jenna McLaughlin (Pendo) and Jay Nathan (Balboa), this discussion will focus on how CX organizations are adapting as acquisition becomes more expensive, operating models get leaner, and boards demand clearer ROI from customer-facing teams.

​We’ll open the conversation to participants to ask questions, compare notes, and share what they’re seeing inside their own organizations, from legacy health scores that no longer work to emerging, AI-driven approaches for predicting and influencing customer outcomes.

​Together, we’ll explore how CX leaders are:

• ​Shifting from reactive saves to proactive revenue protection

• ​Moving beyond “AI as a tool” toward agentic, outcome-driven CX models

• ​Redesigning leaner operating models instead of automating old workflows

• ​Proving CX impact through retention, expansion, and cost-to-serve metrics

• ​Using data, usage signals, and governance to build trust at scale

​This is a peer discussion, not a presentation. Bring your questions, challenges, and lessons learned. The goal is to help CX leaders navigate the transition to an AI-first, retention-driven future faster and with fewer missteps.