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 a wrap up for our year in CX. It will also dive into the next-generation workforce and agent experience. CCW Analyst, Brooke Lynch will share insights on top statistics of 2024 and share insights on what leaders should focus on 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

See Bio

2025 is poised to be the tipping point of generative AI adoption that will reshape customer experience across industries. Waiting is no longer an option - Companies must act now to execute their genAI strategies, or risk being left behind by both competitors and customers.

The 2024 Future of the Contact Center report uncovers key CX and EX trends driving the next era. How can you leverage genAI to gain a real competitive edge, radically transform customer experience, and empower agents for next-generation challenges?

Join Brooke Lynch, Divisional Director of Digital at Customer Management Practice, and Chris Arnold, ASAPP VP of Contact Center Strategy with 20 years of experience leading enterprise contact center strategy and technology implementation, for a dynamic discussion on future-proofing your contact center. You’ll walk away with practical insights to deliver exceptional customer and employee experiences while gaining a decisive edge over competitors.

You’ll gain actionable insights on:

• Balancing CX and EX to meet demands of 2025 and beyond.
• Embracing and executing genAI strategies to gain a real competitive edge.
• Overcoming challenges in AI adoption and personalization.
• Equipping agents with tools or skills for the future of service.

Chris Arnold

VP Contact Center Strategy
ASAPP

See Bio

Understanding the Voice of the Customer (VOC) is crucial for achieving business success. VOC insights drive improvements in customer experience, loyalty, sales growth, and overall customer perceptions. By leveraging AI-powered solutions, businesses can provide real-time consumer intelligence across various operations such as sales, marketing, and customer service. This empowers organizations to make informed decisions and gain a sustainable competitive advantage. Join us for an insightful session with Sprinklr to explore how AI can transform VOC into actionable insights.

Alex Diedrich

Lead Insights & AI Solutions Specialist
Sprinklr

See Bio

The future of customer service lies in AI-driven solutions, where Generative and Conversational AI are not just tools but strategic enablers of transformation. Join this educational seminar hosted by Gartner/IDC/Forrester AI Agent Platform leader, Cognigy, to learn about the latest contact center AI innovations that are positioning enterprises for a future-ready, AI-first workforce. Hear how global brands like Toyota and Lufthansa are using AI Agents to deliver exceptional CX to their customers, and gain insights on how to lead an organization into the next era of customer service excellence.  

Alan Ranger

VP of Marketing
Cognigy

See Bio

Jarrod Davis

Product Marketing Manager
Cognigy

See Bio

Customers expect quick, easy solutions, yet only 14% succeed with current self-service options (Gartner). Join Kustomer and Ayleen Pérez, Head of Customer Operations at Cruisebound, to uncover how data can bridge the current gap between human support and self-service. Learn actionable tactics for implementing self-service, building a human-in-the-loop model with AI Agents, and get inspired with Cruisebound’s proven playbook.

Nupur Bhade Vilas

Head of Product Marketing
Kustomer

See Bio

Ayleen Pérez

Head of Customer Operations
Cruisebound

See Bio

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

See Bio

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

See Bio

When outsourcing, leaders often have concerns over how providers will fit into their contact center culture. Agents are a direct representation of the brand, so their role in delivering a consistent, elevated and comprehensive experience is essential.

Ensuring that your provider meets these standards, then, must be a priority. By setting employee experience standards and building this culture from day one, leaders can enter into a partnership with confidence. 

Fred Kleiman, Vice President of Customer Service at Tennis Channel, shares insights on how he leads with Richard Branson's principle that, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” 

This session will dive into:

• Standards for success with BPO employees
• Strategies for engaging employees and prioritizing more fun
• The journey of outsourcing and establishing culture with external providers

Fred Kleiman

VP, Customer Service, Direct to Consumer
Tennis Channel

See Bio