Seat Reservation Required Deep Dives
Wed • Sep 16 • 3:30pm – 5:00pm ET • Room 104
The Human–AI Handshake in Customer Experience
Most teams use AI to cut costs. The best teams use it to build trust. Drawing on real-world experience implementing AI across onboarding, support, and revenue workflows, this session explores what strengthens customer relationships and what quietly erodes them. You'll design a Human-AI Handshake that defines where AI should lead, where people should step in, and how thoughtful handoffs improve customer satisfaction, reduce churn, and scale customer experience.
Session Speakers:
Scott ThomasVP of Customer Experience @ SalesAi
Scott Thomas is vice president of customer experience at SalesAi, leading cross-functional teams across onboarding, success, support, and digital engagement. He has overseen the design and integration of dozens of AI agents within HubSpot to remove workflow friction, accelerate response times, and strengthen retention.…
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