Braze, Coupa, and the "Build vs. Buy" AI Dilemma

In this episode, we cut through the hype to explore exactly companies are successfully integrating AI in their support workflows.

We are discussing the panel featuring Erika Semtei, VP of Customer Support at Braze, and Declan Fanning from Coupa, as they share their firsthand experiences partnering with SupportLogic to drive tangible business results.

Whether you are weighing the "build vs. buy" dilemma or trying to figure out which AI use case to tackle first, this conversation delivers actionable insights for CX leaders. Erica and Declan break down their pragmatic, step-by-step approaches to AI adoption, proving that the best AI strategies often start behind the scenes rather than directly in front of the customer.

In this episode, we cover:

• Prioritizing AI Use Cases: Why both Braze and Coupa chose to focus on internal tools—like escalation management, case sentiment analysis, and intelligent routing—before rolling out customer-facing virtual assistants.
• The "Build vs. Buy" Debate: Why purchasing a specialized AI solution often provides better agility, scale, and time-to-value compared to building in-house, and how hybrid models might shape the future.
• Data as the Backbone of AI: Why you must clean up and unify your knowledge base and existing data streams to avoid the "garbage in, garbage out" trap.
• Change Management & Employee Buy-in: Strategies for training your team, creating internal champions, and empowering top performers to use AI as a co-pilot rather than fearing it as a replacement.
• The Irreplaceable Human Element: Fascinating data revealing that a support agent's soft skills and communication consistency—not just their technical product knowledge—are the most critical traits that AI cannot replace.

Tune in to learn how to strategically deploy AI to reduce resolution times, lower escalation rates, and boost both customer and employee retention.