The cost of poor CX has never been higher and most organizations already know where the cracks are. Customers reach out for help and hit a static IVR menu. They wait too long, get transferred and have to repeat themselves every time. Meanwhile, your agents lack the context they need to actually resolve issues, because the data that would help them lives in three different systems that don’t talk to each other.

The tools to fix this exist. The harder question is how to get there without ripping out everything you’ve already built.

In this on-demand chat, TDECU’s Sanchita Dhara, a CX executive with transformation experience at CVS Health, Sysco and Walmart, shares what the data reveals about where customer experience really breaks down and what it takes to build the case for change. Twilio’s Savi Chakraborty breaks down how AI-driven automation and cloud-native tools make meaningful modernization achievable, without requiring a full platform overhaul.

What you’ll walk away with:

• Why 73% of customers use self-service but only 14% get their issues fully resolved there, and what that gap is costing you
• How to think about AI adoption realistically: cutting through the hype to find what actually moves the needle
• Why modernization doesn’t have to mean rip-and-replace, and what a modular, phased approach looks like in practice
• How connected data and intelligent routing move you from reactive customer service to proactive CX

Your customers already expect more than your current contact center can deliver. Learn what a realistic, responsible path to modernization looks like and what your team can take directly into Q2 planning.

Speaker Bios

Sanchita Dhara
Sanchita is a CX executive with 17+ years of experience leading customer insight and transformation initiatives at CVS Health, Sysco and Walmart, where she built enterprise feedback programs, drove NPS improvement and embedded customer-first practices at scale. She now leads market analytics and customer insights at TDECU.

Savi Chakraborty
Savi is a B2B product marketer with experience across Twilio, Hootsuite and Dayforce. She specializes in translating complex platform capabilities into clear business value, bridging the gap between what the technology can do and what CX, IT and operations teams need to hear.