The CX Stack Reset: Keep, Cut, or Double Down? — with Bill Staikos
How to Audit Your CX Tech Before Budget Season Forces You To
Most CX teams didn't choose their tech stack. They inherited it.
Survey tool from 2019. Workflow platform bolted on after a reorganization. Analytics layer nobody fully uses. And somewhere in the budget, three renewals coming up that everyone will be asked to justify.
The CXM market is crowded by design — 120 experience management platforms, 266 enterprise feedback tools, 536 survey products. Most of them sell the same three things: feedback collection, analytics, and workflow. AI is now commoditizing all three, fast.
So the question isn't whether your stack needs a reset. It's whether you know which parts of it are actually earning their place.
About our guest
Bill Staikos is a Chief Customer Officer and the Founder of Be Customer Led, advising C-suite executives on how to scale revenue, improve retention, and reduce cost through customer-led operating models and AI-enabled decision-making. With over 20 years across enterprise and high-growth organizations — including Freddie Mac, Medallia, JPMorgan Chase, and Credit Suisse — Bill has a track record of connecting CX strategy directly to business outcomes. He also hosts the Be Customer Led podcast, one of the most respected voices at the intersection of CX, EX, and leadership.
He's been writing candidly about what separates the platforms that will stay strategic from the ones quietly becoming replaceable utilities — and he's not pulling any punches.
In this session, we'll cover:
What proof of value actually looks like — and why "slide ware ROI" doesn't count
The difference between a platform that drives action and one that just circulates feedback
How AI is putting pressure on collection, analytics, and workflow — and what that means for your vendor conversations
The four questions to ask any CX vendor before your next renewal
If you're heading into budget season with a stack to defend — or a shortlist to build — this one's for you.