CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?

Rob Scott, Publisher at CX Today, sits down with Jeremie Abou, Sales Lead at Diabolocom, on the floor of CCW Las Vegas to ask the question the industry keeps dodging: is AI actually improving customer experience, or just cutting costs?

Jeremie doesn't pull punches. From automation hype to the uncomfortable gap between slick demos and live contact centre reality, this conversation gets into what vendors won't tell you — and what CX leaders need to hear.

They cover the 89% of CX leaders who expect humans to stay central to support, the 17% who think their agents are actually ready for it, and why Diabolocom believes the future of CX might be more human, not less.

If you're navigating AI investment decisions, workforce readiness, or just tired of the buzzwords — this one's for you.

Topics covered:

• The AI hype problem and what it's costing CX
• Why "presence" beats pure automation as a CX strategy
• AI theatre vs. operationally useful technology
• Agent enablement and the workforce readiness gap
• The "super operator" — Diabolocom's vision for the future contact centre

CX Today is the leading news and analysis platform for the customer experience industry.