Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.
Agenda Day 1
12:00 pm - 12:20 pm
Analyst Chat: New Findings on the Modern Service Experience
Brooke Lynch -
Divisional Director,
CCW Digital
Brian Cantor - Principal Analyst & CCW Digital Director, CCW Digital
Self-service is no longer simply about deflecting contacts, it is becoming the foundation of the customer service experience. AI is fundamentally changing what customers can expect from it.
New CCW Digital research reveals that organizations expect the share of customers beginning in self-service will rise to 77% by 2030, while the share of those interactions fully resolved through self-service is expected to increase to 74%.
At the same time, 71% of organizations believe that more than half of the inquiries currently handled by humans could already be resolved through self-service given the right capabilities.
So what is holding that potential back, and what will it take to unlock it?
In this analyst chat, Brian Cantor, Managing Director of CMP Channels and Brooke Lynch, Lead Analyst and Divisional Director of CCW Digital, explore how AI is moving self-service beyond basic automation toward a more intelligent model of customer engagement.
They will also discuss:
- How the business case for AI is evolving
- The foundations that make intelligent service possible
- A deeper look at what the modernized experience actually looks like
12:20 pm - 12:50 pm
Why AI Pilots Aren’t Improving Customer Experience: 5 Practices That Close the Value Gap
Michele Carlson -
Director of Product Marketing,
NiCE
Brian Mistretta - Director of Product Marketing, NiCE
AI pilots are everywhere, but customer experience isn't improving at the same pace. The problem isn't too little AI. It's disconnected AI agents, employees, data, journeys, and systems. Customers feel that fragmentation before the business ever sees it in a dashboard.
- Where successful AI programs actually begin
- How to preserve customer context across every human and AI handoff
- What makes autonomous AI safe to scale without losing control
- Which familiar metrics can mask unresolved customer needs
- Where human judgment creates the trust AI alone cannot
Metrigy Research finds that organizations with connected, enterprise-wide AI achieve nearly 80% greater improvement, on average, across key business metrics than those pursuing standalone initiatives.
Leave with a practical framework for identifying where disconnected intelligence is holding CX back and where connecting it will create the greatest customer and business value.
Sponsored by: NICE
12:50 pm - 1:20 pm
Total Experience: Modernized balance of Human and Digital Transactions
Nick Delis -
Chief Revenue Officer,
Omilia
Customers no longer separate a "good" experience from a "digital" one. They expect the same accuracy, memory and follow-through whether they're on the phone, in a chat window, or talking to a person. The real shift underway in customer care isn't automation replacing people. It's a Total Experience, where human and digital interactions are held to the same standard, and where the AI behind the digital side keeps improving instead of freezing the day it goes live.
- What today's customers actually expect from a modern service experience, and the trends separating organizations that are keeping up from those stuck on a containment plateau.
- How agentic AI resolves genuinely complex, multi-step requests without becoming unpredictable and how self-learning AI takes that further by building and testing its own next agent, with a human approving every change before it goes live.
- Why AI cost becomes unpredictable at scale, and the specific questions to put to any vendor before signing, so cost doesn't become the reason a program stalls.
- What a modernized human-plus-digital balance looks like in production, with evidence from real customer deployments.
Sponsored by: Omilia
1:20 pm - 1:50 pm
Perfecting CX: A Blueprint for AI-Powered Support
Declan Ivory -
VP, Customer Support,
Fin
Customer expectations have quietly reset. "Fast and friendly" used to be enough. Now customers expect immediate, always-on access, zero repetition across channels, and increasingly, that the work just gets done on their behalf. They also expect every part of a business, service, success, and sales, to all feel like one continuous, memory-aware system instead of separate silos. Most AI agents were built to meet the old bar. Few are built for the new one.
Sponsored by: Fin
1:50 pm - 2:10 pm
Analyst Chat: The Single Source of Truth
Brian Cantor -
Principal Analyst & CCW Digital Director,
CCW Digital
Brooke Lynch - Divisional Director, CCW Digital
Audrey Steeves - Senior Content Analyst, CCW Digital
2:10 pm - 2:35 pm
Policy Spotlight: FCC Proposal on Contact Center Outsourcing
Stuart Discount -
Chair at the Enterprise Communications Advocacy Coalition,
ecacusa
Audrey Steeves - Senior Content Analyst, CCW Digital
On March 26, 2026, the FCC voted to advance a Notice of Proposed Rulemaking (NPRM) with the potential to enact major changes in contact center operations.
- Highlights of the FCC proposal on contact center outsourcing
- Industry insights from the Enterprise Communications Advocacy Coalition
- Implications beyond telecommunications policy
- How to prepare for whatever comes next
2:35 pm - 3:05 pm
New Standards For CX Chatbots: 5 Things You Must Know Before Subjecting Customers to AI
Amit RG -
CEO & Co-Founder,
Richpanel
The idea of AI-powered self-service is incredibly customer-centric: enable customers to access instant support on their own terms.
Sponsored by: RichPanel
3:05 pm - 3:35 pm
Modernizing Service: What Great CX Looks Like in the Age of AI
Harry Folloder -
Chief Commercial Officer,
Krisp
AI is reshaping service, but modernization isn't just about automation. This session explores what customers expect from a modern experience, how trust and security shape adoption, where friction still breaks the journey, and why voice remains critical. We'll also examine how language and comprehension gaps affect CX, and what it takes to create more consistent experiences across channels.
Sponsored by: Krisp
3:35 pm - 4:05 pm
Closing the AI Value Gap: Building Connected CX Around Customer Outcomes
Brian Peterson -
CTO & Co-Founder,
Dialpad
Closing the AI value gap takes more than adding another AI point solution. Individual tools may improve isolated interactions, but when they operate across disconnected systems, they cannot consistently retain context, coordinate workflows, or carry a customer issue through to resolution. Delivering better service requires a connected platform designed around the full customer journey, bringing conversation, context, action, and escalation together to produce the outcome the customer needs.
- Why resolution is the true measure of customer value, whether achieved by AI or a human.
- How to connect context, AI action, and human judgment without losing continuity or accountability.
- How to identify production-ready use cases and evaluate them for business value, risk, and operational readiness.
Sponsored by: Dialpad
4:05 pm - 4:35 pm
Beyond Containment: Where CX and Efficiency Finally Meet
Chris Karp -
Chief Growth Officer,
Afiniti
Every contact center is chasing the same metrics, while the ground underneath those metrics is shifting. Customers don't care how many systems sit behind an interaction; they care whether their problem actually gets solved.
Sponsored by: Afiniti
