The High Price of Doing Nothing:
How Inaction Drains CX Performance and Accelerates Churn
With so many AI advancements, integrations, and new products in the CX space, it can be tempting to stick with your existing technology to reduce potential risk. But delaying modernization can quietly drag organizations toward preventable failure. This webinar explores The Cliff of Inaction—the gravitational force that grows stronger each time teams postpone consolidating systems, ignore disconnected workflows, or accept outdated customer support operations.
We’ll unpack the true business impact of inaction, including declining customer satisfaction, expanding manual workloads, wasted technology spend, and costly agent attrition. CX leaders will leave with actionable steps to stop the downward pull before it results in churn, burnout, and long-term revenue loss.
What You’ll Learn:link to this section
- How inaction accelerates CX decline as customer expectations rise
- The operational and financial impact of manual work and redundant tools
- The human cost of agent burnout and attrition
- The revenue and loyalty risks of staying in the status quo
- Practical steps CX leaders can take to reverse the trajectory
Panelistslink to this section
Tim Wittbrod
Director, CX Specialist, 8x8
Todd Cook
CX Specialist, 8x8
Landon Hendricks
Emerging Technology Specialist, 8x8
