Since its introduction, generative AI has been a force in the customer service space. After years of inefficient self-service and robotic chatbots, customers have been excited by the potential of generative AI. A more natural, intuitive and seamless self-service technology could not be more welcomed.

In 2025, agentic AI is empowering brands to take a step further. With reasoning skills and independent action, agentic AI can do even more. AI agents can gather data to make decisions, even improving its effectiveness over time. This empowers brand to not just engage naturally with customers, but take many repetitive tasks off of the agent's plate.

So, what does this mean for the future of experiences? How will the way we work change? What will customers expect in the age of agentic AI? This session will dive into the state of generative and agentic AI. CCW Analysts will discuss key challenges, trends and opportunities for new AI technology.

Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Brooke Lynch

Divisional Director & Principal Analyst
CCW Digital

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In a world where customer experience (CX) often feels fragmented and impersonal, Generative and Agentic AI are rewriting the playbook. In the new CX, humans and AI work together in powerful new ways to deliver more connected, personalized, and effortless interactions between customers and businesses.

Learn how to unlock more value from your data, create more seamless customer interactions, and deliver more meaningful experiences that turn customers into lifelong fans.

In this seminar we’ll discuss:

- The transformative CX capabilities enabled by Generative AI

- Strategies to make AI work for your CX

- The role of Agentic AI in driving smarter, more human-centric interactions

Don’t miss this opportunity to redefine what CX can achieve. The new CX starts here.

Jonathan Rosenberg

Chief Technology Officer
Five9

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Mike May

Chief Information Officer
GFL

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Donna Fluss

Founder & President
DMG Consulting

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Generative and agentic AI are changing the game for customer service initiatives—delivering efficiency, empathy/personalization, and predictive insights for better CX.

From intelligent proactive engagement to optimized end-to-end workflows, this fireside chat explores AI's impact on the transformation of the contact center.

Join Jennifer and Carmit as they discuss how generative and agentic AI are unlocking new possibilities in customer engagement and service delivery including insights into:

·       Producing quicker more personalized resolutions

·       Increasing proactivity and predictability

·       Instituting greater collaboration between humans and AI

·       Enabling automation across customer service and employee augmentation

Carmit DiAndrea

Director Engineering, AI Data Management
NICE

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Jennifer Wilson

Director of Product Marketing
NICE

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In this session, Joel Neeb, the newly appointed Chief Transformation and Business Operations Officer at 8x8, will draw on his experience leading high tech companies, like VMware, through pivotal business transformations and share his insights on how AI and data-driven strategies are poised to reshape customer experience and contact center operations. 

Drawing on the insights that are the basis of his upcoming book, The Insight Age, Joel will reveal how strategies from high-stakes decision-making can be applied to help teams adapt and excel in the AI era. This session is designed specifically for CX and contact center leaders looking to stay ahead in an industry undergoing rapid transformation. Attendees will walk away with fresh perspectives on leveraging emerging technologies, building a culture of innovation, and driving better outcomes. Don’t miss this opportunity to gain valuable insights and actionable ideas to help you lead your team into the future of CX.

Joel Neeb

Chief Transformation and Business Operations Officer
8x8

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In the race to thrive in today’s dynamic business landscape, your sales, service, and support teams need innovative, effective solutions that transform customer experiences, amplify productivity, and slash costs. There’s a lot of noise out there about AI, which makes it hard for CX leaders to know what’s real and what’s hype. 

Join us for an insightful session where we’ll share real, powerful AI capabilities you can use to transform your operations.

During this session, you will discover practical AI use cases that get you real results with: 

• Enhanced Customer Insights: Use AI to capture the most important parts of every customer interaction automatically
• Increased Team Efficiency: Streamline follow-ups and improve team efficiency with great customer insights
• Global Support Excellence: Enable your team to provide seamless support in any language 
• Faster Response Time: Reduce wait times and improve service availability
• Personalized, Scalable Service: Use conversational AI to automate routine tasks and deliver personalized experiences

We’ll also discuss the most exciting capabilities on the horizon. 

Ben Kirchner

Senior Manager, Product Marketing
Nextiva

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Rohit Gupta

VP and GM, Experience Cloud
Nextiva

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AI and automation are transforming contact centers—but successful implementation isn’t about replacing humans; it’s about empowering them. This webinar explores the Levels of AI and Automation in Customer Experience through a human-in-the-loop approach, showing how AI can enhance operations, improve customer satisfaction, and drive business success.

Join industry experts Russell Banzon, Chief Marketing Officer at Cresta, and Brooke Lynch, Divisional Director & Principal Analyst at CCW Digital as we break down the journey from basic automation to intelligent workflow optimization, illustrating how AI when designed with people at the center, leads to smarter, more adaptive customer interactions.

Why Attend?

• Understand the five levels of AI and automation maturity for contact centers
• Learn how to leverage AI without losing the human touch
• Discover key questions leaders should ask to evaluate their AI strategy

The journey to AI maturity isn’t just about adopting new technologies—it’s about creating a strategic, data-driven approach that keeps humans at the center. By aligning automation with business goals and continuously optimizing workflows, organizations can unlock new levels of efficiency, customer satisfaction, and growth.

This webinar will equip you with the knowledge and tools to assess your current AI capabilities, set a roadmap for maturity, and ensure that AI and automation work for your people, not against them.

Join us and take the next step toward intelligent automation!

Russell Banzon

Chief Marketing Officer
Cresta

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AI is not just a trend - it is a powerful tool that can truly transform experiences. From the agent workflow to the customer interaction, AI has the potential to enhance every aspect of the customer and employee experience. But, it can be daunting for leaders who are trying to navigate their own challenges, while sourcing new technology and working to train agents on the new skills needed for next-generation work.

To support their AI journey, it is helpful to understand a cost-benefit analysis of AI in 2025. Recognizing the initial upfront costs, operational costs and even hidden costs can give leaders an idea of their overall investment. Calculating the ROI and pinpointing key benefits empowers teams to understand the full scope of their desired outcomes. 

In this session, Hilary Burcell, PMM Director of Insights at Dialpad, will deep dive into the cost-benefit analysis of AI. She will also share:

• Insight on specific tech features leaders should prioritize
• How to ensure reliability and long-term success
• Key business metrics to understand ROI

Sponsored by: Dialpad

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AI has proven to be an exciting, yet enigmatic, new frontier for contact center technologies. In conversations about AI’s potential for optimizing contact centers, there is often one dimension missing: change management. As much as we like to believe implementations are instantaneous and periods of organizational change are short-lived, the deference of transitory periods may be exactly what draws them out and complicates things.

As a certified expert in Change Management in the customer experience space, Peter Axelson is enthusiastic about the importance of transformation programs and protocols when implementing new tools. Drawing from his experience as the Global Head of Transformation, Customer Experience at Nokia, Peter offers a uniquely balanced perspective by considering both the technical and soft sides of AI implementation. 

Topics include:

• How AI deployments impact company culture and processes
• Proactive steps to ready your organization for AI
• Key learnings on how to get employees on board and engaged in new tools

Peter Axelson

Former Global Head of Transformation, Customer Experience
Nokia

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At a time where AI is everywhere, it can be daunting to know where to begin. Yet, there is an immense pressure to keep up, innovate and remain competitive. This leaves organizations in a difficult position, make sweeping changes and hope for the best or sit behind and watch others get ahead while they wait to vet new technology.

Suma Kumaraswamy, Senior Director, Head of OMB Digital Products at First Tech Federal Credit Union, shares her insights on leading rapid innovation. By prioritizing a culture of experimentation, organizations can feel confident with technology decisions and build tools that align with their customer needs.

This session will also discuss:

• How generative and agentic AI is enhancing self-service
• Strategies for empowering your teams to experiment with AI and synthetic data
• Predictions for the future of experiences and AI 

Suma Kumaraswamy

Senior Director, Head of OMB Digital Products
First Tech Federal Credit Union

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In 2025, generative AI no longer feels novel. It has become a powerhouse in the customer service space, driving more sophisticated, intuitive and seamless self-service. But, many leaders are still behind in their AI journey, remarking that their implementation has been much longer than expected.

So, what are some of the most powerful use cases of Generative AI today? What successes have leading brands experienced with the technology? This session will debrief key use cases in the customer service space. By unpacking the most successful and exciting examples, leaders can begin to expedite their AI journey.

This session will also cover:

• Examples from leading brands on how they are leveraging generative AI 
• Discussions on how generative AI fits into the CX landscape
• Predictions for the future of generative AI-powered support
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Audrey Steeves

Content Analyst
Customer Management Practice

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Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Brooke Lynch

Divisional Director & Principal Analyst
CCW Digital

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