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

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Brian Cantor

Principal Analyst & CCW Digital Director CCW Digital

Agenda Day 1

12:00 PM Analyst Chat: New Findings on the Modern Service Experience

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

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

4:35 PM New Standards For CX Chatbots: 5 Things You Must Know Before Subjecting Customers to AI

The idea of AI-powered self-service is incredibly customer-centric: enable customers to access instant support on their own terms.

But real-world self-service is not living up to this standard. In the name of cost-cutting or to appease an "AI mandate" from above, many CX operations rushed to deploy subpar platforms. The results speak for themselves: only 18% of consumers are confident in chatbots, demanding live agents for issues they should have been able to solve on their own. This increases customer frustration while decreasing employee productivity.

How can we reverse this trend? How can we modernize our self-service offerings to give customers access to relevant, high-quality service in low-touch environments.

This session will provide the answers, revealing the "must-have" requirements for successful conversational AI. You'll learn how to improve CX, boost revenue, and fully meet (and exceed) the new service standard.