Mastering AI efficiency & human authenticity:

Solving the 52% churn risk

Join CX expert Beth Ziff, EVP Customer Engagement at ACC Premiere, and Juan Carlos Lujan, VP for Latam at Emplifi, to learn the strategic framework for scaling high-volume service operations without sacrificing the human integrity that drives customer loyalty.

Our latest global research reveals that 52% of consumers will abandon a brand after a single inauthentic service interaction. For CX leaders, the challenge is clear: implement AI to drive efficiency while maintaining the human-centered responses that prevent mass churn.

What we will decode in this session:

• Expert strategy with Beth Ziff: Our resident expert from ACC Premiere shares the specific guardrails used by top-performing brands to scale AI without losing their unique brand voice.

• The 52% retention framework: Identify and eliminate the “friction points” where automated interactions feel robotic and drive customers away.

• The speed and humanity metric: Explore why 84% of shoppers prioritize a fast, human-centered response over a delayed, hyper-personalized interaction.

• The AI transparency standard: Practical steps to implement the 91% consumer demand for AI disclosure while maintaining peak agent productivity.