Discover how generative and agentic AI are transforming the contact center, from enhancing efficiency to delivering intuitive, predictive support.
State of Generative & Agentic AI
February 18 | 12PM ET
50% of contact center leaders stated that their AI journey is progressing slower than they expected.
2025, then, is the time to move forward. This series will dive into the current state of generative and agentic AI to give leaders a look into how the technology can support experiences now.
Why Attend?
In the age of AI, the contact center has so much potential for improvement. From optimizing efficiency to enhancing customer satisfaction, AI gives leaders the tools to build a better experience for customers.
Generative and agentic AI play a huge role in achieving many of these efficiency gains. With generative AI, customers can engage with technology in a more nuanced and natural way. And beyond just a more intuitive experience, agentic AI offers a reality in which technology can predict customer and agent needs to deliver critical support.
Sessions will cover advances in generative and agentic AI, strategies for implementing and rolling out the technology and next-steps for your AI journey.
Featured Speakers
Brian Cantor
Principal Analyst, CCW Digital Director
CCW Digital
Brooke Lynch
Divisional Director & Principal Analyst
CCW Digital
Peter Axelson
Former Global Head of Transformation, Customer Experience
Nokia
Suma Kumaraswamy
Senior Director, Head of OMB Digital Products
First Tech Federal Credit Union
Joel Neeb
Chief Transformation and Business Operations Officer
8x8
Jennifer Wilson
Director of Product Marketing
NICE
Ben Kirchner
Senior Manager, Product Marketing
Nextiva
Rohit Gupta
VP and GM, Experience Cloud
Nextiva
Joel Neeb
Chief Transformation and Business Operations Officer
8x8
Jonathan Rosenberg
Chief Technology Officer
Five9
Mike May
Chief Information Officer
GFL
Donna Fluss
Founder & President
DMG Consulting
Agenda
Take a look at our full program for Future of Contact Center Employees
Tuesday 18th
11:45 am - 12:00 pm
Analyst Introduction: The State of Generative and Agentic AI
12:00 pm - 12:30 pm
The Power of More with Generative & Agentic AI for CX
12:30 pm - 1:00 pm
Redefining Customer Service with Generative and Agentic AI
1:00 pm - 1:30 pm
The Insight Age: Transforming Customer Experience with AI
1:30 pm - 2:00 pm
Practical AI Use Cases You Can Use Today to Improve Your Customer Experience
2:00 pm - 2:30 pm
The Path to AI Maturity: Understanding the Levels of Augmentation and Automation
2:30 pm - 3:00 pm
Deep Dive: The Cost-Benefit Analysis of AI in 2025
3:00 pm - 3:30 pm
Conscientious Implementation: Leveraging AI with Employees in Mind
3:30 pm - 4:00 pm
Experimenting with AI: How to Lead Rapid Innovation
4:00 pm - 4:15 pm
Generative AI in 2025: Debriefing Key Case Studies in Customer Service
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