In today’s contact center environment, the only constant is change. AI is revolutionizing the contact center space and changing the way we engage with customers, cater to employees and deliver exceptional support.

In the AI-Powered contact center, leaders have the potential to enhance interactions and meet customer needs at an unprecedented level. But, how can we get there? How can we begin an AI journey that will change the CX Game?

This session will unpack key elements of the AI-powered contact center and share insight on transforming CX with AI. With next-generation self service, intelligent automation and contextual customer data, organizations will be in the position to exceed expectations and enhance operations.

Join this session to learn more about:

• The technology behind an AI-powered contact center
• Insight for starting and succeeding in your AI journey
• Next-steps for building a modern customer experience

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

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Everyone’s talking about agentic AI—but not everyone’s building it right. Join us to learn how to design and deploy AI correctly.

Agentic AI can be game-changing—but only if it’s done right. In a sea of AI tools that promise the world, it’s hard to know which ones actually deliver.

In this webinar, we’ll walk through the six questions every CX leader should ask before choosing an agentic AI solution. You’ll learn how to:

• Spot real agentic AI vs. glorified workflow tools
• Train AI agents using examples and conversations—not code
• Use your own data to build agents that learn and adapt
• Deliver consistent service across chat, email, and voice
• Track what your AI is doing—and why
• Stay in control with simple, no-surprise governance

We’ll also share how leading CX teams are using AI trained team members to launch new channels, streamline processes, and support real-time conversations.

Sponsored by: Forethought

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Deon Nicholas

President & Executive Chairman
Forethought

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Phil Lynch

Senior Global Program Manager AI, Active Campaign
Forethought

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AI isn’t the future of CX—it’s already transforming it. From intuitive self-service to real-time agent assist, AI is helping brands meet rising customer expectations and deliver results.  

In this webinar, you’ll hear how Five9 customers are using Generative AI, Conversational AI, and Natural Language Processing to create always-on, hyper-personalized service experiences—without sacrificing trust, security, or control.  

You’ll get an inside look at how AI Agents are evolving, what the “Dial of Trust” means for balincing automation and oversight and how agents are being empowered with AI tools like Five9 Agent Assist.   

Our panel of experts will discuss strategies for building and deploying AI responsibly, ensuring your organization stays ahead of customer expectations in 2025 and beyond. 

Join us to learn: 

• How AI-powered self-service boosts containment rates and speeds resolution 
• Ways to balance automation with human oversight using the “Dial of Trust” 
• How AI is driving real-world CX impact 
• The evolving agent role in an AI-first contact center 
• Practical steps for achieving ROI with the Five9 Genius AI Process 

The New CX Starts Here. 

Sponsored by: Five9

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Roni Jamesmeyer

Senior Product Marketing Manager
Five9

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Louis Romanoski

Vice President, Global Head of Operational Excellence
Inizio Engage

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The future of contact centers isn’t AI versus agents—it’s both, working in tandem. In this session, CCW and Krisp CEO & Co-Founder Davit Baghdasaryan explore what that really looks like on the ground. This session will unpack how AI is reshaping agent roles, what tasks AI should own, and how to unlock better outcomes for customers, employees, and the business. Expect a candid take on what’s working, what’s not, and what it’ll take to build a future-ready workforce that’s powered by AI but centered on human expertise and experience.

Sponsored by: Krisp

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Davit Baghdasaryan

CEO and Co-Founder
Krisp

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In an era of rising customer expectations, traditional support models are no longer enough. The demand for instant, effective solutions is pushing organizations to rethink their service strategy. 

According to CCW Digital research, only a third of customers believe that organizations are leaning into self-service and AI based support to improve CX — too many customers believe that cost cutting is the key driver in the AI journey. This session provides a strategic roadmap for transforming your support ecosystem by leveraging intelligent agents and a dynamic knowledge management system.

We will explore key trends shaping customer expectations in 2025 and beyond and demonstrate how an AI-first support system can meet these demands at scale. The session will focus on:

• The practical steps and best practices for creating and maintaining an effective knowledge base that serves as the power source for your AI tools
• How to move from concept to concrete results with a clear, step-by-step implementation plan focused on achieving measurable ROI
• Actionable insights on how to elevate your self-service offerings and turn your support function into a strategic growth lever

Beth-Ann Sher

Senior Knowledge Manager
Fin

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Take a break from learning about the ins and outs of today’s digital experiences with CCW Digital Analysts Brooke and Audrey. In this casual, interactive session, we welcome all attendees to join with their camera on and discuss highlights from the day so far, share key learnings, and ask questions. 

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Audrey Steeves

Content Analyst
Customer Management Practice

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Every CX leader wants to harness the promise of AI, but the reality is that most organizations are drowning in fragmented systems and unreliable data. In this session, 8x8 will share a practical framework for unifying data across channels as the critical precursor to AI success—grounded in our Strategic Narrative and sales insights from the field. You’ll leave with a clear understanding of the hidden data traps holding back AI and a set of actionable recommendations to modernize your service experiences before you scale AI.

Dan Rood

Head of Strategic Narrative & Evangelism
8x8

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Organizations are leaning into AI to transform experiences, enhance interactions and exceed expectations. As we look ahead, more and more organizations will begin the path to modernizing experiences. But are we ready for it?

According to CCW Digital research, 50% of leaders say that their AI journey is progressing slower than expected. Additionally 71% of leaders stated that AI has not yet absorbed enough simple tasks to change their agent workflow.

To mitigate this challenge, organizations must build a path for agents + AI. By implementing AI with a human centered approach and prioritizing human needs, brands will streamline processes and truly empower agents.

This session will cover:

• Solutions that align with the Agent + AI approach
• Strategies for establishing a human centered contact center
• Predictions for modernizing service experiences

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Fabrice Della Mea

Vice President of Product Management
Dialpad

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Customer experience is the top use case for companies deploying AI agents. In fact, Google customers have seen over 200% ROI over three years according to a study by Forrester. Come learn how companies across industries are delivering real-world business results by improving customer experience, employee productivity and lowering costs with Google AI.

See a demonstration of the next generation of Conversational Agents that deliver personalized customer experiences with human-like voices and context. And see the latest AI innovations to assist customer representatives, and improve customer service operations.

Key Takeaways:

• Transform Customer Experiences: Learn how new conversational agents provide personalized customer engagements at every touchpoint, leading to improved satisfaction and loyalty.
• Improve Employee Productivity & Operations: See how AI can provide real-time coaching to drive up customer satisfaction scores, and training to speed up onboarding.
• Deliver Value Faster: Hear how companies are increasing operating income and reducing payback periods to under 6 months.

Sponsored by: Google

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Antony Passemard

Director of Product Management, Applied AI Customer Experience
Google

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Modernizing experiences goes beyond just the customer. To deliver exceptional support, organizations must work to modernize and improve their employee experience as well. Join this session to learn employee experience strategies from the CCW Excellence Award Winner for Contact Center Manager of the Year. Cordell Miles, Workforce Manager at IAA will share his vision for leadership in 2025.

With more than 20 years in the industry, Miles has established a culture of continuous improvement, inspired his team to consistently meet their goals and built a strategy of transparency and trust. In this session he will share insights on empowering employees and building a culture of trust.

Join this seminar to learn more about:

• Leadership in the age of AI
• Building trust and leveraging transparency in the workplace
• Establishing a culture of continuous improvement

Cordell Miles

WFM Manager
IAA

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