How to scale CX automation thoughtfully with agentic AI
Practical strategies from YNAB’s customer support evolution
Discover how YNAB scaled CX with Agentic AI while preserving a human touch: real strategies, lessons learned, and tips for thoughtful automation.
RegisterAs customer expectations rise and ticket volumes grow, scaling support without sacrificing quality has become one of the biggest challenges for modern CX teams. In this session, You Need a Budget (YNAB) shares its approach to adopting automation while protecting its human-centric support ethos.
Hear from Chrissy Sebald, Director of Customer Support at YNAB and Deon Nicholas, President and Executive Chairman at Forethought, as they walk through YNAB’s decision-making process, phased implementation strategy, and lessons learned from deploying Agentic AI.
From resolution best practices and triage optimization to privacy controls and tone management, this webinar explores the real operational steps CX leaders can take to scale efficiently while staying true to their brand.
Attendees will learn:
- How YNAB phased in Agentic AI to automate support while maintaining a high-touch, human-first experience.
- Practical considerations for implementation such as tone calibration, privacy safeguards and triage optimization.
- Lessons learned from real-world deployment including what worked and what didn’t.
Speakers
Deon Nicholas
President & Executive Chairman
Forethought
Deon Nicholas is the CEO and Co-Founder of Forethought, the human-centered generative AI suite for customer support.. Forethought has raised $90M+ in venture capital, was recognized as one of G2’s Best Software Products for 2023, was named to CNBC’s 25 Top Startups for the Enterprise in 2022, and won TechCrunch Disrupt in 2018. Before starting Forethought, Deon built products and infrastructure at Facebook, Palantir, Dropbox, and Pure Storage.
Chrissy Sebald
Director of Customer Support
You Need A Budget
Chrissy Sebald is a customer success leader passionate about enhancing experiences at every stage of the customer journey. With a strong background in strategic planning and team leadership, she ensures that all initiatives align with both customer needs and broader business objectives. Chrissy takes ownership of change management, working closely with internal product teams and third-party partners to thoughtfully elevate the support experience. She is highly skilled at engaging customers at critical points in their journey, using customer journey mapping to improve retention and drive meaningful outcomes.
Her approach is deeply informed by customer insights and emerging trends, allowing her to continuously refine strategies. Chrissy is especially curious about the role of AI in transforming customer interactions and strengthening brand experiences.
Known for leading by example, Chrissy fosters a culture of continuous improvement and actively contributes to senior leadership discussions. She influences strategic direction, monitors key metrics, and helps shape decisions that drive success. Above all, she is committed to building strong relationships and empowering teams to deliver exceptional, customer-focused service.
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