Okay, your company has “digitally transformed” – now what? Implementing technologies is no longer enough to lead the competition — scaling and staying on top of the latest niche tech is critical to outpacing competitors. Shannon Burch, Vice President of Experience at Neo Financial, will share insights on how to move beyond “plug-and-play” approaches and, instead, how to thoughtfully design, integrate, and scale technology solutions.

Key Takeaways:

• Strategic Scaling: Learn how to design, integrate, and scale emerging technologies beyond baseline implementation.
• Intelligent Automation: Discover strategies to leverage automation for streamlining routine tasks, freeing up resources for high-value human interactions.
• Balancing Innovation & Cost: Gain practical insights on managing the cost and oversight challenges of scaling AI and other emerging tech effectively across your organization.

Shannon Burch

Vice President Experience
Neo Financial

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Transforming a contact center requires more than just the latest and greatest tech solutions—it is built on a foundational strategic approach to cross-functional collaboration. In this case study, Bryan Flores, Head of CX at Brightspeed, will share insights on how to implement role-based solutions, navigate the complexities of managing multiple systems, and develop a multi-year integration strategy.

He'll explore how Brightspeed balances self-service and human interaction to meet diverse customer needs while strengthening partnerships across the organization. From proactive communication to data-driven approaches, the team leveraged customer insights to drive smarter decision-making and enhance the end-to-end customer journey. Join this session to gain practical takeaways on overcoming internal silos, aligning teams, and future-proofing contact center operations.

Bryan Flores

Head of Customer Experience
Brightspeed

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Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.

Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.

Brian Cantor

Managaing Director, Digital
Customer Management Practice

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