In the past, CX leaders spoke about trends in 5-10 year spans. Considering the future of the contact center meant looking far ahead. Now, with the introduction of new technology like generative AI, organizations are now reassessing their plans for the imminent future. 

Tech trends have accelerated our view of the future and the contact center of 2030 will likely look very different than we may have thought. To prepare for this future, CCW Digital Analysts Brian Cantor and Brooke Lynch are unpacking some of the key strategies and necessities for long term success. 

Sharing research from their latest Market Study, the CCW Digital team will be sharing their checklist for the contact center of the future. With insight on the greatest challenges, pain points and strategies leaders are focusing on, attendees will gain an inside look at the makings of a modern contact center.

Join us to learn more about:

• Industry research on the top priorities of contact center leaders
• Insight on key challenges that organizations are facing today
• Tips for implementing the most impactful solutions

Brian Cantor

Principal Analyst & Director
CCW Digital

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Brooke Lynch

Senior Analyst & Staff Writer
CCW Digital

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Attracting interest in a tool or product may be the easy and fun part of building a business, but converting inquiries to purchasers is when it gets hard. So many brands today continue to struggle with acquiring, converting, retaining, and creating loyal customers for life. Yet leading companies across the globe seem to be accomplishing all of that and then some when it comes to the power of sophisticated martech. Want to know how? Join Karen Naves, Tealium’s SVP of Global Demand Generation, for this lively and engaging discussion. You’ll Learn: How to develop a brand’s top personas and ideal customer profiles (ICPs) Key strategies to acquire and engage the right customers Proven campaigns to retain and delight your audience Cross-sell campaigns that’ll wow the socks off of your top accounts!

Karen Naves

SVP of Global Demand Generation
Tealium

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84% of leaders feel they need to implement AI to maintain a competitive advantage – yet many leaders are still lost amongst many promises or feeling under pressure to have the right answer to how to implement AI, now.

But at the core of a strong, results-driven CX strategy is one thing: your customer. And they’re human.

Join this session with Tom Martin, CEO of Glance – the leader in Guided CX solutions supporting Fortune 500 organizations – to explore how AI and human CX can work together to deliver the best of both worlds, differentiate your brand, and actually deliver the CX journey (and results) your customers deserve.

Attendees will leave with an understanding of:

●     How digital CX “walls” already have today’s customers disillusioned, and how AI can either make or break your customer relationships

●     Why the best application of CX AI will ensure human connection – and drive KPIs

●     How mapping your customer journey and CX tech now is imperative to customer retention and will give you a competitive advantage as CX tech evolves

Sponsored by: Glance

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Tom Martin

CEO
Glance

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How we develop our people to work with AI using data from Calabrio’s latest State of the Contact Centre industry benchmark report, looking at 3 areas:

• The impact AI is going to have on the contact center
• Skills gap and training strategies used by contact centers today
• Most valued and the most lacking proficiencies

Ed Creasey

Global Director of Presales
Calabrio

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