Key Takeaways and 2025 Predictions: Highlights from Insightful CX Panel

In recent years, the customer experience (CX) space has seen the rapid growth of hyper-automation and hyper-personalization. These changes are transforming how businesses interact with their customers.

To explore the CX revolution, Heather Kurzenski, Director of CX Programs at Intelisys, recently hosted a webinar with three industry leaders: Jeff Yakubik, VP of Channel Sales NA at RingCentral , Ryan McKenzie, Head of North America Channel Sales at Dialpad , and Mandi Jarman, Director of Channel Sales at Regal.ai . Together, these experts explained how AI has the ability to impact CX in 2025 and beyond.

AI's Impact on Deal Closures

To start the conversation, Heather Kurzenski asked where AI will make the biggest impact in deal closures in 2025. For Ryan McKenzie, AI's main contribution will be enhancing customer experience. Traditionally, CX depended heavily on a human agent handling customer interactions – but now, AI can ensure consistent and positive interactions, regardless of the agent's performance.

According to McKenzie, Intelisys Sales Partners should make these AI capabilities clear and tangible for their customers.

AI's Value Streams for Executives

Kurzenski brought up that AI can occupy value streams for different executive roles. Mandi Jarman explained that for Regal, the focus is on revenue generation. AI can help outbound contact centers pinpoint its messaging – identifying the right prospects at the right time with the right message. This can end up driving revenue more effectively than traditional cold calling.

Jeff Yakubik added that AI's value often lies in cost savings and service quality. RingCentral is developing AI tools for coaching and efficiency, which can reduce the number of agents needed while also improving the quality of service.

Efficiency in Training

When the conversation shifted to the intersection of training and CX, Jarman noted that AI can bring significant efficiency gains to training. Traditional agent training can take 8-10 weeks – but with AI tools for management and quality assurance, agents can be ready just 4-6 weeks after starting. This faster ramp-up time can translate to quicker revenue generation and cost savings for contact centers.

Aligning AI with Business Outcomes and Data Integrity

Kurzenski took a moment to emphasize something that is often overlooked with AI implementation: That organizations should clarify the business outcomes that AI solutions will aim to achieve. AI can do many things – but to actually be useful, its capabilities should be aligned with specific business goals.

Data integrity is another vital component of successful AI implementation. Sales Partners should start deal conversations by assessing the customer's data – asking where it is stored, how clean it is, and how AI can be built around it.

Challenges in Deal Closures

When asked about challenges in closing CX deals, Ryan McKenzie pointed to customer indecision. He said that 42% of deals fall through because of the customers' reluctance to switch platforms. Mandi Jarman agreed, noting that customers are open to best-of-breed technologies, but they’re also cautious about moving off their current platforms. She suggested that partners start AI-driven conversations with different teams within the company to overcome these hurdles.

Jeff Yakubik highlighted another issue: that CX deals are now taking more time, partly because of the need to prove new AI products. He also stressed that a significant portion of business comes through partners, and that the ability to find and convert customers is crucial.

Conclusion

Towards the end of the webinar, Heather Kurzenski emphasized that Sales Partners should focus on AI solutions that meet 2 key criteria:

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This conclusion tied in nicely with the general thrust of the panel discussion, which highlighted the transformative potential of AI in customer experience. As AI continues to evolve, its impact on customer experience and business operations is set to grow. That makes it a critical area for businesses to focus on in the coming years.

For more insights and to learn about the suppliers on the panel, reach out to your Intelisys Business Development Manager, Solutions Engineer, or our Advanced Technologies team. You can also check out the Intelisys YouTube channel for more information.