Legacy listening platforms were built primarily to collect and store customer feedback. But today's leaders need more than passive insights. They need systems that can identify emerging issues and enable action across the business.

In this session, CX leaders will discuss how they are building proactive and modular CX tech stacks that combine signals, context, reporting, and AI to overcome the reactive nature of traditional platforms and dashboards.

Points addressed include:

• Assigning AI agents to identify anomalies that a human could not detect.
• Modernizing tech stacks in a regulated environment, while maintaining compliance, complaint workflows, and organizational trust .
• De-risking legacy platforms on critical functions like complaint routing, CFPB reporting, and other operational requirements.