Curious about which executives join the CCW Executive Exchange? Our Past Attendee Snapshot offers an inside look at the senior CX and Customer Contact leaders who joined us last year. Discover which job titles benefit the most, what their top priorities are, and more. See how you’ll be connecting with like-minded professionals who are shaping the future of customer contact.

Explore the top 10 CX and AI trends for 2025, including:

• The true impact CX and AI have on business success
• How predictive analytics help anticipate needs and resolve issues faster
• What technology to implement to establish governance of content
• Why a digital-first approach is essential, but how to keep the human touch

Secure your CX planning priorities for ultimate success in 2025.

Backed by exclusive research, CCW Digital’s Market Study on Modernizing Service Experiences With AI & Digital has the answers. Topics include:

• The truth about digital transformation: why businesses are doing it, and how customers are responding
• Top signs that chatbots are failing to impress your customers
• Insight into how brands will staff and manage digital channels vs. traditional phone calls
• The future of “personalization” in the age of AI and digital
• Impact of AI-driven engagement on agent experiences
• AI opportunities – beyond chatbots and agent assist – that could transform your contact center
  

This report will help leaders communicate the key benefits of AI so they can effectively engage agents and build a productive path forward. In implementing AI, leaders will be in the position to empower their employees, enhance workflows and alleviate concerns. In the era of AI, agents will be equipped to take on more complex work and support customers in a meaningful way. Building a strategy that enables this new future is critical for CX success.

Generative AI, such as the OpenAI GPT, has revolutionized the way machines can understand and generate human-like text. This has opened possibilities for automated customer interactions, personalized responses and comprehensive call summaries to understand call trends like never before. With 78% of customer contact leaders stating that better capturing and analyzing data is the top priority keeping them up at night, it is clear that this new technology will be critical.

This report will cover:

• The evolution of new AI technology
• Top pain points of the operational performance and customer experience
• Tips for how leaders can implement generative AI to streamline operations and uncover insights