AI Agents & A New Era of Customer Experience: Insights from Conviva CEO Keith Zubchevich

AI agents are rapidly becoming the new front line of customer engagement. From retailers like Walmart, Wayfair, and Amazon to thousands of businesses building AI-powered assistants, companies are racing to redefine how customers interact with digital brands. But are these AI agents actually delivering better experiences or creating new frustrations? In this episode, we sit down with Keith Zubchevich, President and CEO of Conviva, to explore what separates effective AI-powered customer experiences from disappointing ones. Keith discusses what business leaders need to consider as they adopt AI agents, why customer experience should remain the priority, and whether today's technology is truly ready to meet consumer expectations. We also examine Conviva's latest research, which found that AI agents can take more than 2.5 minutes to gather basic context before they can even begin answering a customer's question. In this episode, we discuss: How leading digital brands are using AI agents to engage customers. The opportunities and pitfalls of AI-powered customer experiences. What executives should consider before deploying AI at scale. Whether today's AI agent platforms can truly deliver exceptional customer service. Insights from Conviva's latest data on AI agent performance and customer expectations. Listen in to see what this reveals about the current state of AI-powered customer service, and what needs to change before businesses can fully realize the promise of intelligent agents.