From Patchwork to Platform: The CX Shift Behind Faster-Growing Teams
See why scaling CX takes more than adding tools, and what changes when teams build for growth instead.
CX teams often add tools as new needs emerge. At first, that approach works.
But as volume grows, disconnected data and brittle workflows can make every new layer harder to manage. Teams spend more time navigating systems and workarounds, while customer context becomes harder to maintain.
Eventually, adding another tool stops fixing the problem and starts adding to it.
On October 8, Megan Sullivan of Kustomer and Michael Ludwig of Meyer will look at what that shift means in practice, from rethinking the tech stack to preparing AI for the realities of scale.
What You'll Learn
- Know when tools stop scaling: Spot the signs that your CX stack is adding complexity instead of reducing it.
- Pressure-test AI: See what separates AI that handles real volume from AI that only performs well in a demo.
- Consolidate around your business: See how to simplify your stack while supporting the way your CX operation actually runs.
Hear how two CX leaders are rethinking the systems and workflows that got them this far, and what they're changing for the next stage of growth.
