The panel
A venue and tourism CX director, a healthcare CX director and a CX podcast host.
Panelist
Debra Rhino
Debra Rhino, Director of Customer Experience at the Charlotte Regional Visitors Authority, has spent more than 15 years leading CX strategy, training and quality across CRVA's venues, with a focus on where employee engagement and customer experience meet.
Panelist
Shelly Chandler
Shelly Chandler, CCXP, Director of CX and Engagement at Teladoc Health, has spent 25 years building CX programs across financial services, healthcare, automotive, manufacturing and software, for brands like Wells Fargo, PNC, Qualtrics and Moen.
Panelist
Zack Hamilton
Zack Hamilton, host of the Unf*cking Your CX podcast and creator of the Experience Performance System™, helps companies connect CX work to revenue instead of treating it as a reporting job.
Moderator
Claudia Panfil
Claudia Panfil, CMO of JourneyTrack, moderated.
They talked about where AI is changing day-to-day CX work and where teams are moving too fast.
Panel recap
AI Isn’t the Hard Part: Lessons from AI ❤️ CX Charlotte
Claudia Panfil, JourneyTrack blog, September 14, 2026
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