Only 22% of customers today can choose how they engage with brands—by 2030, they’ll expect complete control. Discover the future of omnichannel CX and the technology reshaping customer interactions.
CX in 2030: Future of the Omnichannel Contact Center
May 20 | 12 PM ET
CX in 2030: Future of the Omnichannel Contact Center
May 20 | 12 PM ET
Brian Cantor
Principal Analyst, CCW Digital Director Customer Management PracticeTuesday, May 20th
12:00 PM Analyst Chat: Your First Look at CX in 2030
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
