AI in CX: Beyond the Hype & What Actually Delivers ROI 2026
Join Jacob Kandathil as he walks through the AI capabilities delivering real ROI in CX today, cutting through the hype to focus on what actually works. Expertly hosted by Luna Wen, this session brings practical insight, real-world examples, and the clarity CX leaders need to act with confidence.
February 11, 2026 | 12:15PM AEDT | Zoom
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Where AI Actually Works in CX
AI is everywhere in customer experience but real ROI is still rare. This webinar cuts through the noise to show where AI is genuinely delivering business value in CX today.
Join CX leaders and practitioners for a practical, insight-led session that explores proven use cases, common pitfalls, and the decisions that separate experimentation from measurable impact. Walk away with clarity on what to invest in, what to avoid, and how to turn AI ambition into results.
This 30-min educational session will cover:
Drive growth with our award-winning CXM platform
50M+
Over 50 million experiences turned into delight
8,000+
Includes concurrent active users all over the world.
4.6/5
Based on G2’s Global Rating for SaaS Companies
About the speaker
Jacob Kandathil is a senior product and marketing leader with deep expertise in turning customer insight into commercial impact. As Head of Product and Marketing at Resonate CX, he leads the strategy and evolution of insight-driven, AI-powered solutions that help organisations better understand, engage, and grow their customers. With an engineering background and an MBA, Jacob brings a rare blend of analytical depth and strategic creativity to everything he builds.
Previously, Jacob held senior leadership roles across product, marketing, and customer strategy at organisations including MYOB and Optus. Known for his ability to align cross-functional teams around customer-centric growth, he has led major product transformations and market expansions across complex, fast-moving environments. Jacob is a trusted voice on customer experience, innovation, and product leadership and brings practical, real-world insight to every conversation.
About the host
Luna Wen is the Strategic Programs Lead at Resonate CX, where she drives customer experience initiatives and oversees delivery excellence. Since joining Resonate, she has progressed from software engineering into leadership, guiding product ownership, client onboarding, and process improvements that have scaled the company’s impact. With a Master’s degree in Information Technology from Monash University, Luna brings both technical expertise and a people-first approach to her work.
Beyond her career, Luna is a proud mother whose journey balancing parenthood with professional growth has shaped her leadership style. She is passionate about building teams, delivering meaningful results, and inspiring others to embrace change with resilience.
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