CX & customer operations
For leaders deciding which customer problems to address, who should own them, and how to tell whether a change helped.
A better conversation about AI in CX.
Explore the choices behind other leaders’ AI decisions—and what they could mean for your team.
Free to attend90 minutesVirtualDesigned for 10–20 participants
Questions we explore
Where is AI actually making the customer experience better?
From the operating side
What happens when the customer needs a person?
A conversation worth having
Bring the decision you’re working through. Compare approaches with peers.
Past participants have represented
BILLFrontierGenesysPartnerizeProgressiveTSAVerizon
Organizations reflect participant affiliations at the time of attendance. They are not presented as sponsors, customers, or endorsers of DCX.
The experience
Better decisions come from better conversations.
You’ve heard the promises about AI. Now hear what’s happening in practice—from the people doing the work.
Which customer issues should an AI agent handle? When should a signal trigger action? Who owns the outcome when a handoff breaks?
In a small, facilitated group, you can ask how others made the decision, what happened next, and what they would change. Bring your own experience and take back ideas you can test with your team.
Free to attend90 minutesVirtualDesigned for 10–20 participants
No slidesNo product demosRoom to ask the difficult question
Who’s in the room
For people putting AI to work.
For leaders and experienced practitioners who own, influence, or implement decisions about AI in customer experience. Each session brings together people whose responsibilities and experience fit the topic.
Service & contact centers
For leaders deciding what to automate, how to support agents, and when a customer needs a person.
Digital, AI & transformation
For people moving AI into everyday use and working through adoption, oversight, and results.
Conversations we’ve already had
Previous roundtable conversations.
Previous DCX AI Roundtables have explored the practical choices behind agents, customer feedback, and service operations.
01 / Agents
AI Agents in CX:
What’s Actually Working?
A conversation about putting AI agents to work in customer experience.
02 / Customer feedback
From Feedback Overload to Action: AI in VoC
A conversation about AI and the path from customer feedback to action.
Sponsored by
03 / Service operations
From Support Signals to Better CX Action: AI in the Contact Center
A conversation about using support signals to improve customer experience.
Sponsored by
What should we discuss next? Tell us the decision on your desk. Your interests help shape future topics.
Share your interestIn participants’ words
The value is in the exchange.
Your virtual roundtable format was one of the best that I’ve attended given the varied experience of the participants and their willingness to share.
“I loved learning from others who are struggling with some of the same questions as me when it comes to CX.”
“It was very engaging from the start thanks to you and the wonderful people that joined.”
Feedback from previous DCX AI Roundtables. Titles and affiliations reflect the time of the session; participant names are withheld.
Bring the question you can’t resolve alone.
You want to know what holds up in practice.
Go beyond whether an approach worked. Ask what it took, where it struggled, and what would need to be different in your organization.
You’d value a perspective outside your team.
Use the discussion to examine an assumption, weigh a tradeoff, or find a question your team hasn’t asked yet.
You have experience others can learn from.
You don’t need a finished success story. A lesson, a difficult tradeoff, or an unresolved question gives others something useful to respond to—and makes the exchange worth joining.
Who brings the room together
Hosted by Mark Levy.
Mark Levy is a customer experience and digital transformation executive and the founder of MaxxoMedia. He brings an operator’s perspective to DCX AI Roundtables, helping peers explore what AI means for their customers, teams, and day-to-day decisions.
Frequently Asked Questions
Who are the roundtables for?
Leaders and experienced practitioners working in CX, customer service, digital experience, operations, and AI. We bring together people whose experience is relevant to each session’s topic.
Can vendors and consultants take part?
Yes, when their experience fits the topic. Everyone joins as a peer, and any sponsor participation is disclosed in advance. The conversation stays focused on practical experience, with no product pitches.
What happens during the roundtable?
Mark facilitates a discussion around the session’s topic. Participants bring questions and examples, ask about each other’s decisions, and compare experiences. There are no slides or product demos.
Is there a cost to attend?
Attendance is free. Express your interest and Mark will review your fit for relevant sessions.
Does expressing interest reserve a seat?
No. Mark reviews your role and interests for relevant sessions. An invitation and session details follow separately when there’s a fit.
Are sessions recorded?
Sessions are transcribed but not recorded. Raw transcripts are used solely to prepare summaries and analysis. We ask your permission before using an attributed quote or arranging direct sponsor follow-up.
How do I hear about the next session?
Share your interests using the form below. We’ll be in touch with dates and topics for relevant upcoming roundtables.
Start a conversation
Hear about upcoming roundtables.
Tell us your role and the question you’re working through. Mark will review your interests for relevant sessions and follow up when there’s a fit.
Prefer email?
mark@maxxomedia.com