Horatio webinar
How to structure your hybrid BFCM customer experience stack?
Black Friday Cyber Monday is the ultimate stress test for your CX stack. The winning BFCM strategy isn't choosing between AI or humans; it's orchestrating a seamless hybrid stack. Join us for a tactical, deep-dive session where top CX leaders and tech pioneers reveal how to balance high-volume AI deflection with dedicated human expertise. In this session, you’ll learn how to: 1. Design the perfect hand-off: Ensure AI transfers context instantly so agents never ask customers to repeat themselves. 2. Route for revenue: Trigger instant human escalations for high-value carts, VIPs, and sensitive delivery issues. 3. Prevent AI hallucinations: Set guardrails so automated tools never misquote policies during peak sales. 4. Measure true BFCM CX success: Shift focus from basic "Deflection Rate" to "Revenue Preserved per Escalation."
- Date
September 30, 2026
- Time
7:00 PM – 7:45 PM
- Timezone
UTC
- Format
Virtual
- Location
Online
- Status
Past
The brief
About the webinar
Black Friday Cyber Monday is the ultimate stress test for your CX stack. The winning BFCM strategy isn't choosing between AI or humans; it's orchestrating a seamless hybrid stack. Join us for a tactical, deep-dive session where top CX leaders and tech pioneers reveal how to balance high-volume AI deflection with dedicated human expertise.
In this session, you’ll learn how to:
1. Design the perfect hand-off: Ensure AI transfers context instantly so agents never ask customers to repeat themselves.
2. Route for revenue: Trigger instant human escalations for high-value carts, VIPs, and sensitive delivery issues.
3. Prevent AI hallucinations: Set guardrails so automated tools never misquote policies during peak sales.
4. Measure true BFCM CX success: Shift focus from basic "Deflection Rate" to "Revenue Preserved per Escalation."
Watch