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Two digital agency leaders explain how AI changed their pricing, platforms and staffing. Chris Teitzel, founder and CEO of Seattle-based Cellar Door, and Anita Melendez, chief operations officer at Orange County, Calif.-based KWALL, joined CX Decoded at Pantheon's Go Live conference in Miami. They covered: Why Cellar Door moved off time-and-materials billing while KWALL kept its model Letting employees experiment with AI, and what came out of it Building websites with a CMS instead of on one The governance work created by employee-built AI tools Why agencies are hiring project managers and strategists over developers

Farah Ahmed started on the phones 25 years ago. Today he's director of sales and CX transformation at StorageVault, where nine voice AI agents resolve simple calls and route customers in hard life transitions to human advisors. He explains why a clean knowledge base got StorageVault from contract to live pilot in under three weeks, and why he designs every rollout around employees first.

PayNearMe CMO Anne Hay explains why she judges events by who her team spends time with rather than how many leads they collect, how to earn a spot on a buyer's shortlist and why curiosity is a marketer's most important skill.

Jeremy Cohen, manager of fan development and insights for the Buffalo Sabres, explains how AI analysis of more than 40,000 fan comments, monthly focus groups and street-level listening during a playoff run shaped real investments in the Sabres fan experience.

Suzie Dieth, VP and Chief Experience Officer at NRG and CMSWire's 2026 CX Leader of the Year, joins CX Decoded to trace nearly 21 years of building a CX program from scratch — from contact center roots to AI-driven insight at scale.

Three competing CDP vendors — Tealium, Treasure AI and Databricks — join CX Decoded for an unusually candid panel on real-time activation, the orchestration layer and why trust may be the category's next real fight.

Jorge Camargo, Head of Digital Platforms at Bank of America, joins CX Decoded to discuss the eight-year evolution of Erica, the bank's AI assistant — covering scale, personalization, compliance and what's next as generative AI reshapes client expectations.

Clarks' Mario Protano joins CX Decoded to unpack how AI is reshaping product discovery, why brand mentions are replacing clicks as a success metric, and how the 200-year-old footwear brand is rebuilding its affiliate and attribution strategy around a messier customer journey.

Jessica Herring, VP of Member Experience at Loyalty Credit Union, joins CX Decoded to talk AI chatbot design, member trust, and why she skipped the NPS score entirely.

Justin Racine, chief digital officer at Geriatric Medical & Surgical Supply, joins CX Decoded to explain why B2B buyers are more emotional than the industry assumes — and why fixing employee experience matters just as much as fixing the customer journey.

Dexian CMO Kip Havel joins CX Decoded to talk about the expanding scope of the marketing job — from rebrand strategy to AI skepticism to why customer feedback nobody asked for is often the most valuable data a company has.

Brinks Home chief customer officer Veronica Moturi joins CX Decoded host Dom Nicastro to explain how a security and home automation company rebuilt its call center from the ground up. Moturi started as a customer service agent in 2012 and rose through retention and escalations before taking the CCO role. She breaks down why average handle time isn't a KPI, how issue resolution and first call resolution drive a 55 net promoter score, and how AI tools and a remote workforce cut agent turnover from 150% to 22%.

Sanity CEO and co-founder Magnus Hillestad joins CX Decoded to argue that content management has been solving the wrong problem for years — treating content as a marketing asset instead of core business infrastructure. He explains why real-time, machine-readable content is now a prerequisite for AI agents to build, manage and distribute at scale, what that means for AEO and answer-engine discovery, and why Sanity is betting its next phase of growth on agent orchestration rather than another round of point-and-click features.

Pete & Gerry's Organics CMO Phyllis Rothschild joins Dom Nicastro on the CMO Circle podcast to talk premium egg marketing, brand building and the evolving consumer journey. From a 30-year consulting career at McKinsey to the brand side at the largest premium egg producer in the US, Rothschild shares how her team tracks LLM citation scores, navigates Reddit authentically, deploys an in-house eggfluencer and prepares to launch a major 2026 campaign built around new proprietary research naming eggs America's number one trusted protein source.

Brian Mekka spent 15 years managing CX for 60 million Kohl's shoppers. Now he's doing it for 300 steel buyers — and the stakes are completely different. Charter Steel's director of customer experience joins CX Decoded to break down the Compass program, a multi-phase initiative five years in the making, built on VOC data, a McKinsey methodology and a simple premise: B2B customers expect the same experience they get everywhere else.