CCMA Sponsor Webinar - Zoom - Scaling to $5bn with AI: the SharkNinja Story
Date: 18/12/2025
Venue: Webinar 4 p.m.
Join us for a breakdown of how SharkNinja redesigned its service operation around AI, across 4 core functions: agent productivity, customer interactions, service operations and business value, in partnership with Zoom.
This session goes beyond surface-level showcases to reveal how a global consumer brand is operationalising AI at scale, from channel strategy to value measurement. Every business with a customer experience function can take learning from this deep discussion.
If you’re wrestling with organisational readiness, slow pilots, or the gap between AI demos and AI value, this is your chance to learn from a company that’s genuinely getting it right.
In this value-packed session, you’ll discover how SharkNinja:
- Rebalanced a voice-heavy support model by shifting to scalable digital channels using an ‘avoid, deflect and optimise’ strategy.
- Built a roadmap to self-serve journeys and significant call reduction.
- Used AI Quality Assessment to gain insights into millions of annual calls.
- Deployed regional virtual assistants and learned multi-region lessons
- Activated agent assist tools to help human agents become more productive.
This session is built for:
- CX leaders, VPs, and Directors
- Heads of Customer Service & Contact Centre Operations
- Digital transformation and AI programme owners
- Anyone under pressure to prove AI ROI, reduce voice dependency, or scale automation safely
The webinar will commence at 4 p.m. for 45 minutes.
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