WEBINAR ON DEMAND
New KPIs for a New Era: How AI Is Reshaping CX
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What you'll learn?
Think your B2B Customer Service team is operating at its peak potential? Not without the right KPIs.
In this session, you’ll hear from Sarah Eichler, Business Development Manager at Esker, as she explores how Agentic AI and GenAI are redefining the metrics that matter most to customer experience (CX) in 2025 and beyond. She’ll break down which metrics your team should be tracking to boost operational performance and strengthen critical relationships.
From improving accuracy and accountability across your team to evaluating the effectiveness of your AI tools, this webinar offers actionable insights and proven KPIs that deliver real, measurable business results. Watch and learn:
- How Agentic AI & GenAI are transforming the measurements we used to gauge effectiveness within B2B Customer Service
- The 8 most effective “new” KPIs your team should be tracking, including: FRT, ART, Resolution Rate, AI Usage Rate and more
- Why Esker’s Customer Service suite is an effective tool for tracking and improving KPIs — all while acting as a single pane of glass for all your customer communications
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“The discipline that Esker drives in the credit and collections process is phenomenal. In my 20-plus years, it's the best product I've ever used based on its simplicity and ease of navigating.”Global Director of Financial Services | Trek Bicycle
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About Esker
Esker, the leading AI Automation Suite for the Office of the CFO, offers Source-to-Pay and Order-to-Cash solutions built to optimize working capital and cashflow, enhance decision-making, and drive smarter growth strategies. Offering 40+ years of industry knowledge, Esker operates in North America, Latin America, Europe and Asia Pacific with global headquarters in Lyon, France, and U.S. headquarters in Madison, Wisconsin.
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Download the eBook
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Reserve your spot today
Leveraging People, Process & Technology
Tuesday, Sept. 19 | 12 p.m. CT | 60 Minutes
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About the hosts
Sarah Eichler
Business Development Manager, Esker
Sarah became part of Esker in 2019, focusing on aiding companies seeking to streamline their operations, enhance visibility, and boost efficiency in their customer service workflows. Collaborating with customer service and IT departments, she facilitates enhancements in processes concerning order entry, customer inquiries, and claims management
CX Network
Presenting Partner
CX Network is the online community for global customer experience, service, insight and marketing professionals who are leveraging customer management strategies to increase customer acquisition and loyalty
Ardent Partners
Presenting Partners
Ardent Partners actively covers the supply management solutions marketplace and produces research to help business decision-makers understand the technology landscape and identify the best-fit solution(s) for their specific needs
Jason Anderson
As a Business Development Manager at Esker for 10+ years, Jason Anderson is dedicated to helping customers gain greater return on their ERP investment through document process automation.
Adrian Posteraro
Adrian Posteraro is the former Director of Global Customer Support & Satisfaction at MEDRAD Inc. — a two-time winner of the Malcolm Baldrige National Quality Award.
Jason Anderson
As a Business Development Manager at Esker for 10+ years, Jason Anderson is dedicated to helping customers gain greater return on their ERP investment through document process automation.
Is this a free webinar?
Yes. Anyone who wishes to attend this webinar can do so absolutely free of charge.
What if I register but can’t make it?
No worries. Since a recording will be emailed to all attendees after the presentation concludes, we encourage people to register even if they can’t attend live.
Will it be recorded?
Yes. Not only will this webinar be recorded for your convenience, the presentation will also be emailed to attendees once it is finished.
Can I ask questions?
Of course! There will be a Q& session featured at the end of the webinar, but attendees are welcome to submit questions at any time during the presentation.
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