Peak-Ready CX: How DTLR and Prose Make AI Work When It Matters
60 min video
What you will learn?
What peak-ready AI actually looks like
How to prioritise the customer journeys that matter most
How to move from AI answers to customer resolution
How to measure meaningful impact beyond automation
Watch this session and witness a practical BFCM conversation on moving from AI experimentation to reliable customer resolution.
BFCM tests more than a CX team’s ability to answer a higher volume of tickets. It tests whether customers can get meaningful help when orders are delayed, promotions create questions, returns rise, and small issues become operationally complex at scale.
We were delighted to be joined by customer experience leaders from DTLR and Prose for a practical discussion on what it takes to make AI genuinely useful during peak. DTLR will share lessons from how its AI deployment and the amazing results from the initial months. Prose will bring the perspective of a highly personalised ecommerce brand already operating AI in customer experience.
Together, the panel explored where AI can create real value, what needs to be in place before peak, how to balance automation with customer trust, and which measures matter beyond deflection.
