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
Brooke Lynch
Divisional Director & Principal Analyst CCW DigitalBrooke Lynch is the Divisional Director and a Principal Analyst for CCW Digital. With a background in television news and production, she’s worked across industries covering B2B marketing, procurement, and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a recent focus on e-commerce, retail, and technology. Brooke studied journalism at the University of Wisconsin-Madison and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.
Day 1: Tuesday, February 18th
11:45 AM Analyst Introduction: The State of Generative and Agentic AI
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.
4:00 PM Generative AI in 2025: Debriefing Key Case Studies in Customer Service
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
