In 2024, it feels like there is so much up in the air. As we see new technology enter the market, we get a clearer picture of the potential we have to automate and improve, but this pathway still feels out of reach.

With new technology like agentic AI, there is a future in which agents will take on a more dynamic role. But, what does this look like? And, how can we as leaders actually prepare for it?

Beyond a new role, the workforce is ever changing. Gen Z and Gen Alpha are poised to take on a more active role in the workforce, meaning our standards for hiring, training and ongoing development may also need to shift.

This session will act as an introduction to the next-generation workforce and agent experience. CCW Analyst, Brooke Lynch will share insights on what’s next for the agent role and how we can prepare now.

It will also cover:

• New research on employee engagement and churn indicators
• Strategies for optimizing training and onboarding in 2025
• A new framework for understanding the agent role in the contact center

Brooke Lynch

Senior Analyst & Staff Writer
Customer Management Practice

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When looking to the future of experiences, digital comes to the forefront. In 2024, customers expect access to seamless digital support. With tools like generative and agentic AI, self-service has become a promising reality.

But, currently as few as 17% of customers say that they trust chatbots and self-service to solve their problem. While the future is bright, leaders must work to communicate the benefits of digital and enhance experiences to secure buy-in from customers. By establishing a comprehensive digital strategy, leaders can build trust and increase adoption over the long-term.

Lei Han, Managing Director, Digital Experience Strategy, First Citizens Bank will share insights on the future of digital support. At a time when customers expect more than ever before, leaders will need to take this moment to optimize and improve self-service and digital.The session will also cover:

• Self-service and the evolving employee experience
• Insights on preserving the human-element on digital
• Personalization and trust

Lei Han

Managing Director, Digital Experience Strategy
First Citizens Bank

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Accelerating development of contact center technologies have resulted in a wide array of configurations, with successful organizations across industries finding themselves at very different stages of their optimization journey. 

In this session, Justin Michaud, Director of Customer Care for brands Life360, Tile, and Jiobit will discuss the intricacies, benefits, and challenges of bringing three contact center teams under one roof. We’ll also cover the risks and considerations associated with making numerous changes to contact center operations in a short period of time, focusing on its impact on agents.

Topics of discussion include:

• How to determine if a traditional chatbot or a generative AI chatbot is more suited for your customers
• The importance of clear and creative paths to resolution for both customers and agents
• Predictions for the skills that the agents of the future will need to be successful, and the metrics used to measure them

Justin Michaud

Director of Customer Care
Life360

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As we wrap up the series, CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves will provide actionable next-steps for empowering agents in 2025. Sharing research from the latest market study on the Future of the Contact Center, this session will dive deep into strategies for agent engagement.

Beyond technology, contact center leaders have an obligation to support their employees with effective training and upskilling to ensure they are ready to take on more complex work moving forward. With the right strategy in place, leaders can proactively prepare their employees for the future. 

This session will cover new insights on predicting agent churn, navigating the future of AI vs. human-centered experiences and priorities for employee experience metrics in 2025. The CCW Analyst team is excited to wrap up the series with a framework for next-steps for agent empowerment.

Brian Cantor

Director & Principal Analyst
CCW Digital

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Brooke Lynch

Senior Analyst & Staff Writer
Customer Management Practice

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Audrey Steeves

Content Analyst
Customer Management Practice

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