CX & customer operations
Leaders connecting customer signals to decisions, ownership, and better experiences.
From DCX AI Today & Decoding Customer Experience
Bring the question
you’re still
working through.
AI is changing customer experience. The hard decisions deserve a conversation with people doing the work.
DCX AI Roundtables bring experienced CX, service, digital, and AI leaders together to compare what’s working, what’s getting in the way, and what to do next.
A seat at the table
“Where should AI act—and where do we still need a person?”
One practical question. Several useful perspectives.90 minutesVirtual, focused, conversational
A small roomDesigned for 10–20 participants
Peer exchangeBring an example. Compare approaches.
The experience
Some things are easier
to figure out together.
You’ve heard the promises. Here, the conversation gets into the decisions behind them.
Which customer issues should an AI agent handle? When should a signal trigger action? Who owns the outcome when a handoff breaks?
These are facilitated peer discussions. You’ll hear how others are approaching the problem, share an experience of your own, and leave with questions and ideas to take back to your team.
No slidesNo product demosRoom to ask the difficult question
Who’s in the room
People close to the decision.
And the consequences.
We curate each session around its topic, bringing together senior leaders and experienced practitioners who can contribute useful operating perspectives.
Service & contact centers
People working through automation, agent support, quality, and human handoffs.
Digital, AI & transformation
Practitioners deciding how to scale AI with the context and accountability it needs.
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.
Conversations we’ve already had
From AI possibilities
to operating questions.
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.
Completed roundtable02 / Customer feedback
From Feedback Overload to Action: AI in VoC
A conversation about AI and the path from customer feedback to action.
Completed roundtable03 / Service operations
From Support Signals to Better CX Action: AI in the Contact Center
A conversation about using support signals to improve customer experience.
Completed roundtableWhat 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.
How participation works
A little preparation.
A much better conversation.
- 1
Tell us what you’re working on.
Share your role and interests. We’ll review them for relevant future sessions; an expression of interest isn’t a confirmed seat.
- 2
Bring a question or example.
When invited, you’ll receive the topic and session details. Bring a practical challenge, a decision, or an experience others could learn from.
- 3
Compare notes with peers.
Join the facilitated discussion. Share what you can, ask what you need to, and take useful perspectives back to your team.
Who brings the room together
Hosted with context.
And curiosity.
The hosts shape the topic, bring the right perspectives together, and make space for candid discussion.
Mark Levy
Host & Publisher
DCX Newsletter and DCX AI Today
Shapes the discussion and connects the practical questions around AI to customer experience and operations.
Bill Staikos
Co-host & Founder
BeCustomerLed
Brings executive relationships and customer-experience perspective to participant curation and the conversation.
For partners
Support a conversation
your market needs to have.
Partner with DCX on a focused session or a series. We’ll work with you on a relevant topic, the right audience, and the kind of learning that would be useful to your team.
One session—or a continuing program.
A series lets you explore related questions over time and compare the perspectives that emerge. Scope, participation, and outputs are agreed together. Any direct sponsor follow-up requires the participant’s permission.
A few practical details
Before you join.
Who should express interest?
Senior leaders and experienced practitioners working on CX, customer service, contact centers, digital experiences, customer operations, or AI adoption. Each session has its own audience profile. Share your role and the question you’re working through so we can assess the fit.
Can a vendor or consultant attend?
Participation depends on the session and the perspective someone brings. Executive-partner participation is disclosed in advance. The purpose of the room is peer exchange, and product pitches don’t belong in the discussion.
Are sessions recorded or shared?
We explain the confidentiality, note-taking, and any recording or transcription arrangements before each session. Don’t share confidential employer or customer information. Attributed quotes and direct sponsor follow-up require permission.
When is the next roundtable?
Dates and topics are shared as sessions are confirmed. Express your interest below to hear from DCX about relevant future roundtables.
Start a conversation
Your next useful
conversation
starts here.
Interested in a seat, a partnership, or a topic we should explore? Tell us a little about yourself and what you have in mind.
Prefer email?
mark@maxxomedia.com