AI is reshaping customer experience—but often in ways that miss the mark.

Behind the scenes, teams are struggling with fragmented data, misaligned systems, and unclear ownership. Meanwhile, customers are met with interactions that feel impersonal, inconsistent, and increasingly difficult to trust.

In this masterclass, Iterable’s CMO and CTO reveal what’s really driving the gap between AI ambition and CX reality. Grounded in Iterable’s latest research and work with leading brands, they’ll pinpoint where AI-powered experiences are breaking down—inside organizations and across the customer journey—and how forward-thinking leaders are moving quickly to close that gap.

Expect a candid discussion and a practical framework for rethinking your teams, technology, and systems so AI can deliver what matters most: experiences that are personal, trustworthy, and built for long-term loyalty.