Most teams deploy AI to reduce costs. The best teams deploy it to build trust. After implementing dozens of AI agents across onboarding, support, and revenue workflows, Scott Thomas has seen what works—and what quietly breaks the customer experience. In this session, you'll learn the mistakes to avoid, where AI should lead versus where humans should step in, and practical design principles for creating faster, more trusted customer experiences that improve satisfaction, reduce churn, and scale without sacrificing connection.