The Path to Autonomous: Benchmarking the Next Era of CX

Most marketing teams know AI is changing the game. Few know exactly where they stand or what it actually takes to get ahead.

Join Klaviyo and S&P Global Research Director Sheryl Kingstone for a research-backed look at the state of autonomous customer experience. Drawing on 451 Research's Digital Transformation 2025 survey of 500 CX practitioners, Sheryl will walk through the CX Maturity Model, a four-stage framework that maps where brands stand today, from fragmented manual operations to fully autonomous, AI-powered marketing and service. From there, Klaviyo leaders will bring the research to life, showing what progression through the maturity stages looks like in practice and how the most advanced brands are compounding their advantage.

The data is clear: Digitally Driven organizations are already pulling ahead, deploying Gen AI at twice the rate of their peers and reporting meaningfully stronger outcomes across customer satisfaction, operational efficiency, and revenue growth. The gap is widening every quarter.