As customers demand personalization and attention, leveraging AI effectively becomes essential to address critical needs swiftly and efficiently. In both B2B and B2C sectors, providing exceptional CX will enable retention, expansion, and advocacy. Discover how to become the trusted advisor and partner that your valued customers deserve by blending personal touch with digital innovation. Join us for a candid conversation with Chief Customer Officer, Haley Morse and learn top insights to elevate your customer success strategy to the highest level.

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.

This session will inform and actively involve participants in shaping the final discourse. We will integrate a segment dedicated to participant reflection.