Brooke Lynch

The ability to act in real time offers a powerful advantage, enabling organizations to deliver precisely the right interactions when customers need them most. This session explores how companies leverage real-time data and proactive analytics to drive meaningful, personalized experiences across diverse customer segments—from individual consumers to large enterprises.

Panelists will delve into the practical applications of AI-driven tools that not only enhance customer personalization but also empower agents by streamlining workflows and automating routine tasks. Discover how leaders are using insights to create seamless, data-informed experiences across multiple channels, including email, chat, mobile apps, and virtual assistants. Attendees will gain strategies for building scalable programs that boost customer satisfaction and optimize agent efficiency, ultimately setting a new standard for customer-centric engagement.

Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.

Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.

This session will inform and actively involve participants in shaping the final discourse. We will integrate a segment dedicated to participant reflection.