About This Webinar
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.
Agenda
  • Welcome
  • The Research: Where Brands Stand Today
  • Deep Dive: The Four Stages of CX Maturity
  • The Autonomous Advantage:
  • Your Path Forward
  • Closing
Presenters
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    Sheryl Kingstone
    Research Director, S&P Global
    Sheryl Kingstone is head of the software experiences group, which includes the Workforce Productivity & Collaboration, Customer Experience & Commerce, Fintech and Macroeconomic research channels at S&P Global Energy. As a researcher, Sheryl tracks how businesses are spending on technology for the experience economy and how customer experience is a catalyst for digital transformation.
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    Kelly Thacker
    VP, Product Marketing
    Kelly Thacker is Vice President of Product Marketing at Klaviyo, where she sets the global strategy for launching new products, driving adoption at scale, and turning customers into advocates.

    With over two decades of experience, Kelly has built category-defining brands and scaled high-performing teams across B2B and B2C software. Prior to Klaviyo, Kelly served as CMO of Salesforce Commerce Cloud, helping shape one of the most successful enterprise platforms in digital commerce.
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