Behind the Strategy: The Tech Ecosystem Powering Scaled CX

When people talk about tech stacks, the conversation usually stops at a list of tools. But here’s the reality: the stack is not the strategy. It’s the support behind it.

In today’s world of blurred lines between customer education, community, in-app guidance, and digital success, the pressure is on:

• AI tools are hitting the market daily
  
  
• Execs are demanding consolidation and ROI
  
  
• Responsibilities for CX leaders keep expanding
  
  

So how do you cut through the noise and actually make this work?

What You’ll Hear:

• From “Stack” to “Ecosystem” → How to view your tools as part of a bigger system that supports strategy, not distracts from it
  
  
• What’s Changed in 10 Years → Why the old linear maturity model doesn’t fit when customer needs and learning styles keep evolving
  
  
• AI’s Real Role → Where automation and AI add value, and where they’re just noise
  
  
• Workflows That Scale → Practical examples where people, processes, and tools come together to deliver impact across the post-sale experience
  
  
• Straight Talk From the Field → Two seasoned leaders who’ve managed stacks across multiple companies and vendors, with all the scars (and wins) to show for it
  
  

Why Watch?

If you’re leading Academy, Community, or Digital CS and are tired of the “buy our product” spin, this conversation is for you.

You’ll leave with:

• A clearer framework for how to think about your ecosystem in today’s CX landscape
  
  
• Stories and lessons from leaders who’ve been through vendor sprawl, rebuilds, and executive pressure
  
  

Inspiration and support for building workflows that scale — powered by great people and the right tools, not shiny distractions