In the evolving contact center landscape, empowering agents is no longer a "nice-to-have" but a business imperative. This session will dive into new approaches to employee engagement, focusing on reducing agent effort, building skill development programs, and creating a culture of collaboration and innovation.

Key Takeaways:

- Learn how to design agent workflows for efficiency and empowerment.

- Explore strategies for addressing AI-related job concerns while fostering skill development.

- Discover how employee happiness directly impacts customer satisfaction and retention.

Only 7% of organizations feel their departments work harmoniously to design seamless customer experiences. This session will focus on how breaking down data silos and fostering cross-departmental collaboration can unlock the potential of CX data to drive personalized customer journeys and business growth.

Key Takeaways:

- Learn how to integrate CX data into decision-making across departments.

- Explore strategies for building collaborative teams to enhance customer journeys.

- Discover how to leverage data for proactive, personalized customer experiences.

AI should empower customers, not impose limitations. This session will explore how to design AI systems that adapt to customer preferences, support autonomy, and deliver experiences that drive satisfaction and loyalty.

Key Takeaways:

- Learn how to design AI systems that respect customer choices and enhance autonomy.

- Explore the importance of real-time sentiment analysis and adaptive AI responses.

- Understand how AI can create personalized, proactive experiences that build trust.

As AI becomes increasingly integral to CX strategies, how do leaders ensure it complements—rather than replaces—the human touch? In this interactive discussion, senior leaders will share insights on balancing automation with empathy to create a seamless and personalized customer journey.

Key Takeaways:

- Strategies for combining AI and human-centered design.

- Reskilling and upskilling the workforce for an AI-driven future.

- Ensuring consistency in CX delivery through hybrid approaches.

Studies show that customers who experience a well-handled service issue often become more loyal than those who never had a problem at all. This roundtable discussion will explore how leading brands are using AI, analytics, and proactive engagement strategies to turn service failures into long-term customer relationships.

Key Takeaways:

- How AI-driven analytics can predict and prevent service failures before they happen.

- Strategies for training agents to handle complex, high-sentiment interactions.

- The role of proactive customer engagement in reducing escalations and churn.

Traditional outsourcing is evolving. Forward-thinking organizations are leveraging outsourcing partners not only to scale operations but also to enhance complex customer journeys, improve compliance, and guide digital transformation efforts. This session will explore how to create high-value outsourcing partnerships for long-term success.

Key Takeaways:

- Learn how to select outsourcing partners equipped for next-gen customer interactions.

- Explore ways to integrate AI and agent assist technologies into outsourced operations.

- Discover how outsourcing can enhance compliance, security, and personalization.

As AI takes on simpler tasks, contact center agents are being asked to handle more complex and high-stakes interactions. This session will highlight the importance of creative workforce management initiatives, including employee engagement, upskilling, and leveraging Voice of the Employee (VoE) programs, to retain and empower top talent.

Key Takeaways:

- Explore the role of VoE programs in improving employee engagement and retention.

- Learn how to prepare agents for next-gen, AI-augmented contact center roles.

- Discover how to measure the ROI of engagement and upskilling initiatives.

Contact centers are no longer just cost centers; they are gateways to customer intelligence and brand differentiation. This session will explore how organizations can transform their contact centers into value-generating hubs by leveraging customer data to drive business decisions, improve customer trust, and enhance brand perception.

Key Takeaways:

- Learn how to elevate customer intelligence into actionable business strategies.

- Discover ways to position your contact center as a brand differentiator.

- Uncover opportunities to increase customer lifetime value through personalized service experiences.