In 2025, anything feels possible in the CX space. With new technology like generative and agentic AI, organizations are in the position to enhance and expand CX capabilities. While it certainly feels like brands are innovating and improving, it can be daunting to think ahead and plan for the future. Contact center leaders constantly have to ask the question of ‘what will the customer experience look like in 5 or 10 years? What about 2030?’

This session will be your first look at CX in 2030. Diving into new CCW Digital research, Managing Director Brian Cantor and Principal Analyst Brooke Lynch will cover key trends for the future of customer service.

Breaking down the agent of the future, contact center transformation and evolving expectations, this session will give attendees a checklist for next steps.

This session will also cover:

• New research on omnichannel CX
• Trends for the future of experiences
• Challenges to overcome in the short term

Brian Cantor

Principal Analyst, CCW Digital Director
Customer Management Practice

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Brooke Lynch

Senior Analyst & Staff Writer
Customer Management Practice

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At a time where AI is everywhere, it can be daunting to know where to begin. Yet, there is an immense pressure to keep up, innovate and remain competitive. This leaves organizations in a difficult position, make sweeping changes and hope for the best or sit behind and watch others get ahead while they wait to vet new technology. In the contact center of 2030, staying ahead will be the only viable option.

Suma Kumaraswamy, Senior Director, Head of OMB Digital Products at First Tech Federal Credit Union, shares her insights on leading rapid innovation. By prioritizing a culture of experimentation, organizations can feel confident with technology decisions and build tools that align with their customer needs.

This session will also discuss:

• How generative and agentic AI is enhancing self-service
• Strategies for empowering your teams to experiment with AI and synthetic data
• Predictions for the future of experiences and AI

Suma Kumaraswamy

Senior Director, Head of OMB Digital Products
First Tech Federal Credit Union

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We are now in an era of transformation. AI has the potential to improve efficiency and enhance workflows.Tools like agentic and generative AI offer new ways to engage customers and improve interactions.

While the impact is largely positive, it has still sparked fears of job loss and increasingly generic support. It’s clear that we are on the precipice of change — but employees and customers are looking for reassurance that these changes will be positive.

Carlee Wolfe, AVP Leader Development and Organizational Effectiveness at Hyatt, will share insights on maintaining culture and prioritizing employee needs in the era of AI. In a discussion on the next chapter of work, this session will cover key areas for leadership and employee development in 2025.

It will also discuss:

• How AI will impact EX and culture
• Why organizations must remain dedicated to the human element 
• Key competencies for the future workforce

Carlee Wolfe

AVP Leader Development and Organizational Effectiveness
Hyatt Hotels Corporation

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Research can give us an idea of what the future of the contact center might look like, but CX leaders will be shaping it themselves. Join this optional discussion session to share your predictions for CX in 2030. 

What plans do you have in place for employees? What technology are you investing in? What are your top priorities for 2025 and beyond? This session gives attendees the opportunity to share what matters most to them.

This session will also discuss:

• New research on contact center priorities
• The evolving agent role
• How AI fits into the contact center of 2030

Brooke Lynch

Senior Analyst & Staff Writer
Customer Management Practice

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Audrey Steeves

Content Analyst
Customer Management Practice

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