Do This, Not That: AI That Earns Customer Trust

Most teams deploy AI to cut costs. The best teams use it to build trust. The difference shows up fast. Customers can tell when AI is there to help them and when it's there to get rid of them. One builds loyalty. The other quietly drives people away, and it often doesn't show up in the numbers until it's too late. Scott Thomas, Chief Growth Officer at SalesAi, has implemented dozens of AI agents across onboarding, support, and revenue workflows. He's seen what works, and what quietly breaks the customer experience. In this session, he'll share the real lessons behind those rollouts, including the ones that didn't go as planned. You'll learn: The most common mistakes teams make when putting AI in front of customers, and how to avoid them How to decide where AI should lead and where a human needs to step in Practical design principles for customer experiences that are faster, more trusted, and built to scale How to use AI to improve satisfaction and reduce churn without losing the human connection Who should attend: Business owners, customer experience and support leaders, sales and marketing teams, and anyone responsible for how customers interact with their company. Whether you're already running AI in your customer journey or still figuring out where to start, you'll leave with ideas you can put to work right away. About Scott: Scott Thomas writes The Human-AI Handshake, a newsletter on how humans and AI work together to produce measurable business outcomes. He is Chief Growth Officer at SalesAi, where he owns sales, marketing, partnerships, and customer experience, with oversight of product and engineering. A technology leader with more than two decades scaling teams and revenue, Scott pairs disciplined, data-driven operations with people-first leadership, putting the newsletter's thesis into practice every day.