From AI Risk to ROI:
How Top Performers Assure CX at Scale
Register to watch on-demand
As businesses race to deploy AI-powered self-service, voicebots, and agentic AI, a critical question remains unanswered: are organizations scaling innovation faster than they can control risk?
In this exclusive session, Beth Schultz, vice president of research and principal analyst at Metrigy, and Amitha Pulijala, chief product officer at Cyara, unpack the findings of Metrigy’s latest “Business Value Analysis of CX Assurance,” based on in-depth interviews with those operating some of the world’s largest contact centers.
The research reveals a stark reality: 48.4% of organizations now say new AI risks are the top driver for CX assurance adoption, while 77% believe AI testing and monitoring tools are essential to their CX strategy. But the most compelling insight lies in what top performers are doing differently – detecting AI defects 300% faster, saving millions in operational and escalation costs, and preventing failures before they ever reach production or affect customers.
During this session, you’ll gain a clear view into how leading enterprises protect revenue, brand trust, and customer experience as AI becomes deeply embedded across voice and digital channels.
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Speakers
Beth Schultz, Vice President of Research and Principal Analyst, Metrigy
In her role at Metrigy, Beth Schultz is a research leader in customer experience. She manages research operations, conducts primary research in and analysis to provide metrics-based guidance for IT, customer experience, and business decision makers. Additionally, Beth manages the firm’s multimedia thought leadership content.
With more than 30 years in the IT media and events business, Beth is a well-known industry influencer, speaker, and creator of compelling content. She brings to Metrigy a wealth of industry knowledge from her more than three decades of coverage of the rapidly changing areas of digital transformation and the digital workplace.
Most recently, Beth was with Informa Tech, where for seven years she served as program co-chair for Enterprise Connect, the leading independent conference and exhibition for the unified communications and customer experience industries, and editor in chief of the companion No Jitter media site. While with Informa Tech, Beth also oversaw the development and launch of WorkSpace Connect, a multidisciplinary media site providing thought leadership for IT, HR, and facilities/real estate managers responsible for creating collaborative, connected workplaces.
Over the years, Beth has worked at a number of other technology news organizations, including All Analytics, Network World, CommunicationsWeek, and Telephony Magazine. In these positions, she has earned more than a dozen national and regional editorial excellence awards from American Business Media, American Society of Business Press Editors, Folio.net, and others.
Beth has a bachelor’s degree in journalism from the University of Illinois, Urbana-Champaign, and lives in Chicago.
Amitha Pulijala, Chief Product Officer, Cyara
Amitha brings deep industry expertise and a strong track record of product innovation to her role leading product strategy, product management, and product marketing at Cyara.
She has more than 15 years of experience building and scaling global SaaS and platform businesses across customer experience, AI, and cloud communications. Prior to joining Cyara, Amitha served as vice president of product at Vonage and Ericsson, where she led category-leading, AI-first voice, video, and API platforms adopted globally by enterprises and developers, driving multi-fold growth and sustained market leadership. Earlier in her career, she held product and engineering leadership roles at Oracle, leading 0→1 platform initiatives and holding patents for multiple innovations.
Known for leading at critical transformation points, Amitha takes products from early innovation through enterprise-grade scale. Her leadership style emphasizes data-driven decision-making, strong customer empathy, and building teams that innovate responsibly.
Amitha holds a master’s degree in computer science and is an alumna of the Kellogg School of Management. She is based in the San Francisco Bay area, where she is a marathon runner, a lifelong classical music enthusiast, and a mentor to aspiring product leaders and young founders.
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What truly sets Cyara apart is their support team. They’re responsive, knowledgeable, and went the extra mile to ensure we were using best practices when setting up our testing scenarios. We now run campaigns daily, with some tests repeating hourly. Cyara has helped us maintain a high level of quality and confidence in our systems.
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