Contact Center 2025: A Roadmap
December 3, 2019 | December 4, 2019
Speakers
Brian Cantor
Principal Analyst and Director
Customer Management Practice
Gabriele "G" Masili
Chief Technology Officer
Microsoft
Ramtin Matin
Lead Technological Strategist
Sparebank 1 SR-Bank
Ali Craig
Brand Strategist, Host
Fix My Brand
Jim Lynch
Senior Director, Product Marketing
Livevox
Jim Iyoob
Chief Customer Officer
Etech
Gary McGrath
Success Operations Manager
Paddle
Cameron Weeks
Edify
Ted Hunting
Senior Vice President, Marketing
Bright Pattern
David Geffen
Marketing Director, Performance Management
NICE
James Kowalczyk
Senior Director, Patient Admissions
Fresenius Medical Care
Alison Lichtenstein
Head of Customer Experience Design
Dow Jones
Brad Snedeker
Director of Customer Advocacy
Calabrio
Taylor Lowe
Product Manager, Platform & Intelligence
Kustomer
Jason Friesen
Founder / Executive Director
Trek Medics International
Katherine Hird
Senior Product Marketing Manager
LogMeign
Steve Bell
Senior Director of Product Marketing
Talkdesk
Allison O'Holleran
Product Marketing Manager
Helpshift
CCW Online Summit Winter 2019
You know the questions that could shape the future of the contact center. Will agents or bots handle the majority of customer interactions? Will phone finally take a backseat to digital channels? Will design thinking become table stakes in the contact center? Where will AI make its biggest impact? Will at-home agents become the standard? How will we choose which CX metrics to prioritize?
CCW’s complimentary online summit “The Contact Center of 2025” will provide the answers. Analysts will share their expert predictions, executives will detail their forward-thinking blueprints, and innovators will unveil their game changing technology. You’ll leave with a snapshot into how emerging concepts, trends, technologies and best practices will transform the way we engage with customers.
Join us on December 3-4 if you want to stop playing catch-up and start getting ahead of the customer contact curve.
Event Sponsors
AGENDA
Day 1 | December 3
12:00 | Meet The Contact Center of 2025 | Brian Cantor and Gabriele "G" Masili
12:30 | Will experience design become the greatest brand differentiator in the contact center? | Alison Lichtenstein
1:00 | Executive Roundtable: From AI to Analytics - How Will Innovation Impact the Contact Center of 2025? | Jim Iyoob. Cameron Weeks, Allison O'Holleran and Ted Hunting
2:00 | How AI and Automation Are Changing Customer Service as We Know It | Gary McGrath and Taylor Lowe
2:30 | Building a Digital Customer Experience for Modern Retail | Ali Craig
3:00 | 5 Predictions for AI’s Impact on Customer Experience in 2020 and Beyond | Katherine Hird
Day 2 | December 4
12:00 | How to Optimize Conversational AI for Customer Support | Ramtin Matin
12:30 | Incorporating AI to drive performance and engagement | David Geffen
1:00 | Executive Roundtable: 5 Signs You're Ready For 2025 | Jim Lynch, Steve Bell and Brad Snedeker
2:00 | Implementing AI to Provide Personalized Customer Service Experiences | James Kowalczyk
2:30 | Find out how the power of programmability enabled a roll-out of a nation-wide emergency response system | Jason Friesen
Frequently Asked Questions
How will I access the questions?
You will receive a link to attend the free online sessions, meet our partners and gain access to valuable resources in our online conference center.
Do I need to download or install any software to be able to attend this event?
No. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.
Will the sessions be recorded?
Yes. the sessions will be recorded and available to view for a limited time.
I really want to attend, but I can't make it!
We know your schedule can be demanding. Register anyway and we will send you the recordings.
