Enterprises continue to face pressure to reduce operating costs. Customer expectations for speed, personalization, and seamless service have never been higher. Shatter the assumption that cutting costs inevitably erodes customer experience (CX). Drawing on ISG’s latest research and enterprise insights, learn how leading organizations are reducing their cost to serve while improving customer satisfaction and loyalty.

Examine the operational and technology shifts, such as, automation, conversational AI, emerging ISVs, data unification, and hybrid workforce models - that are enabling companies to eliminate friction, streamline processes, and deliver consistent, high-quality service at scale. Explore practical examples of “smart cost optimization,” including areas where traditional cost cutting harms CX and areas where targeted investment can create both financial and experiential gains.