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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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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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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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. 

Eric Allen

Omnichannel Engineer and Implementation Manager
Inizio

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Roni Jamesmeyer

Senior Product Marketing Manager
Five9

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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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