Customer expectations have skyrocketed. According to Salesforce, 73% of consumers expect companies to understand their unique needs and expectations, and 62% will switch brands if they feel companies are indifferent to them. The message is clear: generic responses and passive feedback collection no longer cut it.
So, how do you meet these expectations and drive growth? The answer: AI-driven CX. In our latest webinar, four CX powerhouses revealed how to use AI to engage customers, respond faster, sell smarter, and recover NPS like a pro.
Sounds too good to be true? Check out the highlights, or watch the webinar recording below!
What the Webinar Covered
In this session, we explored whether or not it’s a good idea to use AI to handle customer interactions and how dedicated AI tools can help you:
- Convert every single piece of feedback into personalised customer interactions
- Identify upsell moments and reduce churn automatically
- Deliver measurable ROCX, i.e. return on customer experience.
These aren’t just theoretical talking points—we showed how real companies are using Staffino’s suite of AI tools, such as AI Feedback Responder or AI Topic & Sentiment Analyser to turn CX into a revenue-driving machine.
Meet the CX experts who shared their knowledge and experience with us:
Gabriela Ciupitu, CCXP – Recently named #1 CX Influencer 2025 globally by CXM Stars™, Gabriela is a leading customer experience strategist and consultant. She specialises in NPS improvement, customer journey optimisation, and driving CX impact across industries, helping businesses turn insights into action.
Jan Gabauer – With 20+ years in CX consultancy, Jan is a Lead Senior XM Auditor & Consultant at Staffino. A certified COPC® Auditor, he has conducted 40+ audits across EMEA, helping businesses connect CX performance with financial results. His expertise lies in designing data-driven CX & EX programs that drive measurable improvements.
Vladimir Joksic, CXAC – As the Founder and CEO at CX Enterprise, Vladimir leads a dedicated team of professionals focused on enhancing customer and employee experiences. He also co-founded CEXAS, a community dedicated to improving customer experiences in Serbia. Vladimir combines his expertise in marketing and innovation to drive long-term growth and success.
Tomas Rosputinsky – CEO & Co-Founder of Staffino, a visionary in customer and employee experience and a strong advocate for employee recognition. He also co-founded THIS IS LOCCO advertising agency. A speaker at numerous CX events, he is known for his expertise in optimising the return on customer experience.
Missed the Webinar? Watch the Recording!
Get all the insights, real-life success stories from leading brands that use AI in their customer feedback management, and practical tips that the experts shared.
4 Key Takeaways from This Session
1. Respond Fast, Win Faster
AI-powered tools enable real-time responses that elevate customer satisfaction and loyalty. Unlike humans, who are limited by time, mood, or capacity, AI operates 24/7 with emotional intelligence built-in.
It detects tone, adapts its language, and crafts personalised replies—whether the feedback is positive or negative. No generic apologies, no robotic templates—just timely, tailored engagement that builds trust instead of breaking it.
2. AI Doesn’t Break Trust—It Builds It
There’s a common myth that customers dislike talking to machines. But what they really hate is feeling ignored.
AI feedback responses, when done right, feel immediate, helpful, and specific—more so than many human replies. Customers don’t care if it’s AI or a human, as long as it’s fast, relevant, and makes them feel heard.
3. Upselling Is All About Timing
The best moment to sell isn’t random—it’s right when the customer is engaged. AI tools can detect these high-conversion windows in real time and instantly offer relevant products or services.
This means more “yes” moments and fewer missed opportunities, without making your agents feel like sales bots.
4. Proactive Engagement = Lower Churn, Higher NPS
Churn often comes from silence or slow reactions. AI flips the script with proactive engagement 24/7—identifying issues before they escalate and reaching out before a customer walks away.
This kind of real-time support doesn’t just reduce churn; it turns at-risk customers into loyal promoters.
Engage Customers Smarter with Staffino!
Want to see our AI CX tools in action? Book a free AI demo session with us! Staffino’s suite of AI products—including Feedback Responder, Topic & Sentiment Analyser, Insight Summariser, Public Reviews Monitor, and more—will help you create a seamless customer experience across every touchpoint.
P.S. More webinars are on the way soon, so stay tuned!
Get a First-Hand Experience Today!
Staffino is the perfect tool for creating engaging surveys, tracking performance, responding to customer feedback, and rewarding top employees. Get started today with our FREE demo!
