Beyond CSAT: Rewiring How CX Leaders Prove Value in the AI Era
Most teams are still reporting deflection rate, handle time, and ticket volume — metrics built for a different era.
Join fellow CX leaders for an executive dinner discussion at Nobu Palo Alto as we explore what measuring actual resolution looks like instead, and how AI is changing the way customer experience leaders prove business value.
We’ll cut through the noise around dashboards, vanity metrics, and AI hype to focus on what boards, budget holders, and executive teams actually care about.
What We’ll Cover
6:00 PM – Guest Arrival & Networking
Welcome drinks, executive networking, and introductions.
6:30 PM – Executive Discussion Begins
Why most teams are still measuring outdated support metrics and what real
resolution measurement should look like.
7:00 PM – AI Satisfaction vs Human Satisfaction
Understanding the hidden gap between conversations ending and problems being solved.
7:30 PM – Board-Level Metrics That Actually Matter
The three numbers that create stronger executive alignment and budget support.
8:00 PM – Dinner & Peer Exchange
Private dining experience with focused peer-led discussion and practical takeaways.