What CX Must Get Right: Building Human + AI Agent Workforce with AI Expert, Pascal Bornet

In this thought leadership conversation, globally recognized AI expert and best-selling author Pascal Bornet joins Cresta to explore what CX organizations must get right in 2026 as AI agents gain autonomy in the enterprise. Together, we unpack three critical predictions shaping the future of CX: • Why automation alone is not enough and how to shift from efficiency to value creation • How AI agent will transform (not replace) human work in contact centers • Why AI readiness across data, process, governance, and organization will define the winners You'll also learn how to decide what to automate versus augment, the rise of new CX roles like "AI Orchestrator." the governance challenges of managing AI agents at scale, and why "Humics" are becoming the true competitive advantage. If you're a CX leader navigating AI adoption, hybrid workforce design, or AI governance, this session provides a practical framework for scaling safely and strategically. Learn more about Cresta and hybrid CX workforce design: https://na2.hubs.ly/H03Z5Dp0