Companies are looking to better understand their customers so can serve them more proactively. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of Customer teams move beyond reactive data, like post-contact surveys. How should you differentiate customer analytics providers and what do marketplace trends suggest about this technology category? Learn more from CMP Research as it unveils its latest Prism for Customer Analytics Tools. 

In this dynamic panel, cross-industry experts in consumer insights come together to explore how organizations make sense of data and turn it into actionable personalized experience strategies. Panelists discuss how to extract meaningful insights from data, translate insights into business decisions, and balance personalization with evolving customer expectations and industry regulations. Join us for an insightful discussion on how businesses are leveraging data to better understand consumers, refine personalization strategies, and drive impactful outcomes.

• Discover how consumer insights shape personalized experiences across industries.
• Learn how industry-specific regulations and customer expectations influence data-driven personalization.
• Gain insights into overcoming challenges in transforming data into actionable strategies. 

As technology evolves exponentially, the proverbial question – and fear – of whether AI will replace humans looms larger than ever. This panel brings together experts to explore AI's impact on the workforce, addressing both its potential to streamline arduous processes and the ethical considerations of relying on machines for decision-making. While AI can enhance efficiency and perform complex analyses, it cannot replicate the uniquely human qualities of innovation, creativity, and emotional intelligence. We focus on whether AI poses a threat to the workforce or serves as a tool to augment human capabilities, and how companies can balance technological advancement with the irreplaceable value of the human perspective.

Key Takeaways:

• Understand AI's role in streamlining processes while preserving human innovation and creativity.
• Explore ethical concerns surrounding machine-driven decision-making.
• Learn how companies can balance technological advancement with the irreplaceable value of human input.

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.