Every CX leader's nightmare: the one call that went catastrophically wrong.
In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Value Consulting at Cyara, to unpack the hidden dangers lurking in your contact center—and how a single customer interaction can spiral into millions in losses.
What You'll Learn:
- The Real Cost of CX Failures - Beyond refunds: the hidden costs of broken experiences, from team morale to regulatory fines ($14B+ annually)
- Why Traditional Testing Fails - 90% of Gen AI projects are stuck in proof-of-concept because organizations can't validate they'll work with real customers
- The Trust Erosion Timeline - How customer emotions cascade from frustration to abandonment in minutes
- The AI Assurance Gap - Why autonomous agents raise the stakes and require entirely new approaches to testing
- Real-World Impact - How healthcare providers use Cyara to prevent compliance violations when lives are literally at stake
- Actionable Advice - What CX and IT leaders can do today to prevent tomorrow's disasters
Key Takeaways:
- $3.8 trillion in avoidable churn due to bad CX
- 67% of customers abandon after just ONE poor experience
- Most organizations discover failures through customer complaints—not proactive monitoring
- Peak moments (Black Friday, open enrollment, holiday travel) are when brands are most vulnerable
- The shift from scripted automation to agentic AI requires validation that can match autonomous systems operating 24/7
- "It's not just a technology problem—it's a trust problem." – Clayton Lougée
About the Guest:
Clayton Lougée is VP of Value Consulting at Cyara, where he helps enterprise organizations build trust in every customer interaction through comprehensive CX assurance strategies.