For large, complex enterprises, AI transformation isn't just a technology decision. It's an infrastructure one. Voice is where that gets tested hardest: it's the highest-volume, highest-stakes channel, and the one most CX leaders assume will be the last to change. In this session, Ada and Digicel, a telco operating across 31 markets and 6 languages, share how they moved voice from scripted IVR to true agentic resolution, and how fast the results showed up. Key takeaways: - In four months, Digicel's Ada-powered AI agent took voice containment from 33% to 70%, reaching 93% of a goal set two years out. - Moving from scripted to generative AI mid-program takes governance, not just configuration. Platform, Practice, and Experts have to move together. - As containment scales, the workforce reshapes: frontline roles shrink through attrition, not layoffs, while a specialist tier for complex cases grows. - A real-world blueprint for CCOs on redesigning CX at scale, and what it took to move that fast on voice.

To truly influence the business, CCOs must speak the language of finance. That means going beyond retention metrics to clearly demonstrate how customer functions impacts profitability, efficiency, and long-term company value. In this session, we’ll break down how to connect your initiatives to core financial drivers, from cost-to-serve and gross margin to lifetime value and valuation multiples. You’ll learn how to build a compelling financial narrative, justify investment in CS, and position your function as a critical lever for sustainable growth.