How Ramp Is Building CX for Complexity, Scale, and Customer Trust
August 25, 20261:00 PM ET
What’s in store:
AI is reshaping customer experience — but the real opportunity isn't automating more interactions or replacing frontline teams. For B2B CX leaders, the harder challenge is designing systems that reduce customer effort, preserve human expertise, and make complex organizations feel seamless to the customer.
That's what Riane Williams and the CX team at Ramp are navigating today. As Ramp scaled from a lean support team into a specialized CX organization, they built operational leverage through AI, escalation management, premier support, enablement, and tighter loops with Product and Engineering.
What you'll learn:
- How to use AI without losing the human judgment customers still need
- How to keep humans in the moments that require empathy and trust
- How to turn complex issues into organizational learning across Product and Engineering
- How to minimize customer effort while scaling support for a fast-growing business
Built for B2B CX leaders scaling support through complexity and rising expectations. Join Anna Fisher, CMO at Kustomer, for a candid fireside with Ramp's Riane Williams on what CX leaders are really solving for now.
