CX teams have gotten good at the AI efficiency game: deflection rates are up, handle times are down and resolution metrics are improving. What’s next is how CX leaders evolve their AI usage from functional to strategic partner.  As founders and product managers are rapidly moving AI upstream into strategy and decision support, customer research is the highest priority AI focus according to Lenny’s Newsletter’s recent AI Productivity survey.  This session is an interactive conversation to explore the next generation of measurement, evolving the rules of engagement for human-in-the-loop process and how CX leaders are making the strategic shift.