Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.

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Audrey Steeves

Senior Content Analyst CCW Digital

Audrey Steeves is a content analyst for CCW Digital. She is an experienced content writer with a background in healthcare and technology across consumer and B2B audiences. She leads CCW Digital article development and contributes to the analyst team by supporting online events. Her current work focuses on the intersection of customer-centricity.

Agenda Day 1

12:55 PM Modernizing Service: What Great CX Looks Like in the Age of AI

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.

1:30 PM Perfecting CX: A Blueprint for AI-Powered Support

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.

This session is a chance to hear from one of the leading voices in customer support on where the industry is heading next.. Declan Ivory, VP of Customer Support at Fin, sits down with Audrey Steeves, Sr. Content Analyst with CCW Digital, for a candid look at how the best teams are moving from reacting to customer demand to delivering experiences customers haven't even dreamed of yet.

In this conversation, Declan and Audrey will discuss:

● How to narrow down a crowded AI agent market

● Prime opportunities for embedding an agent into the support function

● What "hyper personalized" support actually requires under the hood

● Data from Fin's deployment at scale, including how Fin is resolving over 70% of issues on day one of a product launch

● Where to start if your org is stalled rather than scaling

2:05 PM Beyond Containment: Where CX and Efficiency Finally Meet

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.

In this fireside chat, Chris Karp, Chief Growth Officer at Afiniti, argues that the next era of CX won't be won by ripping out what's already in place, but by making the systems organizations already have work together toward the same outcome. Karp will make the case for why containment and resolution aren't the same thing, and why traditional metrics like AHT and CSAT are about to get reprioritized. He'll also unpack what outcome orchestration means for the future role of the frontline agent.

2:40 PM Analyst Chat: The Single Source of Truth

3:40 PM Policy Spotlight: FCC Proposal on Contact Center Outsourcing

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.

Over the last several months, the FCC has been reviewing feedback to their proposed incentives and policies that would regulate aspects of communications and staffing for US-based operations If enacted, this proposed rule will significantly impact how telecommunications organizations manage contact center operations, specifically those relying on offshore and nearshore support.

In this session, CCW Digital is joined by the Chair of the Enterprise Communications Advocacy Coalition to discuss the latest in the NPRM's procession towards becoming policy. This session will cover:

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