In today’s contact center environment, the only constant is change. AI is revolutionizing the contact center space and changing the way we engage with customers, cater to employees and deliver exceptional support.

In the AI-Powered contact center, leaders have the potential to enhance interactions and meet customer needs at an unprecedented level. But, how can we get there? How can we begin an AI journey that will change the CX Game?

This session will unpack key elements of the AI-powered contact center and share insight on transforming CX with AI. With next-generation self service, intelligent automation and contextual customer data, organizations will be in the position to exceed expectations and enhance operations.

Join this session to learn more about:

• The technology behind an AI-powered contact center
• Insight for starting and succeeding in your AI journey
• Next-steps for building a modern customer experience

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

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More than ever, customer experience (CX) is shaping the competitive landscape and providing a significant advantage for organizations that make it the cornerstone of their business strategies. Most organizations, however, struggle to consistently deliver great experiences especially as they aim to migrate towards AI-powered virtual and agent assistance tools. In this session, we’ll explore the fundamentals for deploying AI-tools throughout the customer service interaction from initiation to closure. We’ll also cover key workflow transition points where AI can make a big difference in streamlining these interactions and improving important contact center KPIs.

Topic of discussion include:

• How AI-tools can improve key contact center KPIs
• Why IVR menus are becoming a thing of the past
• Pitfalls and solutions for omnichannel customer agent interactions
• Post-call workflow automation processes that add immediate value

Sponsored by: Talkdesk

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Toussaint Celestin

Principal, Product Marketer for AI Solutions
Talkdesk

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Discover how to harness the power of AI to transform service experiences with robust and scalable data architectures. This session will explore the importance of AI in modern service interactions, delve into the challenges and pitfalls of AI implementation, and provide strategic approaches to designing effective AI data frameworks. Learn why many AI projects fail and how to prepare your organization for future AI advancements by reimagining your data architecture to support scalable, impactful AI-driven services.

Drew Halsch

Principal Solutions Consultant
Tealium

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This presentation examines the transformative potential of Google AI in shaping the future of customer engagement. Discover how advanced technologies like natural language understanding, generative AI, and conversational agents can personalize interactions, empower your agents, and unlock valuable insights from customer data. Gain a clearer understanding of the benefits, implementation strategies, and real-world success stories using Google AI for customer experience.

Lisa O'Malley

Senior Director of Product Management, Cloud AI
Google Cloud

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The customer experience should be inherently digital. Customers are now digital-natives who prefer seamless, intuitive and instant support. But, many organizations are struggling to actually establish a digital journey that effectively meets the needs of every customer.

To enhance the effectiveness of any digital experience, organizations must give customers the confidence to engage in a digital-first reality. To ensure customers are using the technology effectively and receiving the highest quality of support, leaders must implement a comprehensive digital-first strategy that meets the needs of every customer.

Brett Kiley, Executive Director of Customer Experience, Client Success and Process Improvement at CVS Health, will share insights on leading with a digital-first strategy. By building trust on digital, Brett and his team have been able to deliver a seamless and consistent digital journey for customers.

This session will also cover:

• The next evolution of digital-first strategies
• Honoring ‘human’ needs in a digital world
• Delivering more proactive support for customers

Brett Kiley

Executive Director, Customer Experience, Client Success, Process Improvement
CVS Health

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Although customers are increasingly leveraging digital to streamline interactions and secure seamless solutions, they still prefer a human touch. CCW Digital’s latest research confirmed that a lack of access to human support was the #1 customer pain point in 2024.

Modernizing the voice experience, then, is still critical to a robust and customer-centric service experience. Ensuring that customers not only have access to a human agent, but a clear, intuitive and seamless phone experience is critical. 

With 67% of customers stating that they trust the phone channel to solve their problem, leaders must work to bolster this trust with a stronger voice experience. This session will cover the key pillars of an exceptional voice experience in 2024.

It will also unpack:

• Solutions and technologies for modernizing the phone channel
• Insights on how purposeful AI will transform traditional experiences
• Case studies on how voice technology can secure positive CX outcomes

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Davit Baghdasaryan

CEO and Co-Founder
Krisp

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Modernizing the Service Experience with the AI-Powered Contact Center entails the use of new technologies. But, modernizing experiences isn’t just about offering the most innovative, high-tech approach. Customers are looking for meaningful, empathetic support with a sophisticated, seamless touch.

Understanding how to leverage technology to inform a more human-centered experience in today’s digital environment will be the ultimate differentiator in 2024. Join this session to learn more about how AI can enhance experiences to deliver a richer and more engaging interaction.

  Attendees of this webinar will learn the following:

•  How tone of voice can be richer than text, creating empathetic customer experiences with a focus on what matters the most – tone, in addition to text. Understand how customers sound on 100% of calls.
• AI that enables fun and engaging, personalized agent self-coaching opportunities and strength-based feedback for continuous growth and improvement
• Ways to Empowers supervisors in a hybrid world and contact center through contextual awareness, providing timely support where it’s needed most.
• Taking guesswork out of Quality Assurance…quickly finding the most relevant calls for coaching and training and eliminating manual processes and random sampling

Vern Fernandez

Sr Business Development Manager
Jabra

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Personalization has become the ultimate differentiator. Customers expect brands to know them, understand their intention and deliver on their needs. This level of personalization, however, is difficult to achieve.

It may sound exciting, but it has become a challenge to actually execute a truly personalized experience in 2024. To make things worse, many CX leaders don’t even have a clear definition of what personalization truly looks like in practice.

Brad Power, Senior Director of Digital Product & User Experience at Kendra Scott, will share insight on the role of personalization in a dynamic customer experience strategy. Across the customer journey, organizations must be in the position to offer a seamless, tailored and effective experience. Brad will share his insight on delivering a personalized experience, no matter the touchpoint.

This session will also discuss:

• Essential technology for high-level personalization
• An updated definition of personalization in 2024
• Next-steps for achieving a tailored customer experience

Brad Power

Senior Director of Digital Product & User Experience
Kendra Scott

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