The Economics of Modern CX: What Actually Changes the Cost Curve?

Automation and orchestration promise efficiency, but do they fundamentally reduce cost-to-serve? This session explores how CX economics are evolving in practice, including cost displacement versus cost creation, the impact of AI on seat models and workforce structures, and whether “better CX” is quietly becoming more expensive rather than less. The discussion focuses on margin realities, operational complexity, and what genuinely shifts the cost curve in modern customer experience.