As contact centres accelerate AI adoption, the challenge is no longer whether to implement AI. It's how to do it without sacrificing the customer experience that drives loyalty and trust. In this practical workshop, Patrick McConnell, Senior Director of Product Operations & Support at Shipt, will share a real-world look at how AI has been implemented within support operations, including lessons learned, outcomes achieved, and common pitfalls to avoid. Attendees will explore how to prioritize the right success metrics beyond cost and efficiency, build a holistic view of customer experience performance, and develop a framework for monitoring AI-driven interactions over time. The session will also provide a practical playbook for measuring, optimizing, and governing AI initiatives with a clear focus on maintaining, and improving, the customer experience.