Winning CX today requires more than tech - it demands a seamless blend of AI innovation and genuine human empathy. This panel explores real-world insights on empowering teams, using predictive intelligence effectively, and creating connected customer journeys that feel effortless and authentic.

• Humanizing automation: Using AI to enhance [not replace] the human connection
• Empowering the front line: Intuitive tools and real-time insights for better outcomes
• Practical innovation: Cutting through tech hype to deliver real customer value
• Breaking silos: Aligning data and strategy for frictionless CX

Despite record-breaking investments in AI, customer frustration is still at an all-time high. Bots promise seamless service but deliver deflection failures. Leaders are told to “buy the platform” and watch the magic happen - yet the magic never comes. Why? Because we’re designing for the technology instead of the psychology of the customer.

In this high-impact fireside chat, Akash will dismantle the “turnkey AI” myth and reveal a new philosophy for CX success, built on three pillars: anticipating needs before they’re voiced, embedding your brand’s DNA into every interaction, and treating AI as a guided service—not a stand-alone product. You’ll see real-world examples of how predictive, brand-aligned AI can create experiences so intuitive customers never feel the need to escalate.

You’ll learn how to:

• Identify and fix the hidden disconnect between AI capability and customer adoption.
• Shift from a UI-focused build to a truly customer-first UX.
• Embed empathy, trust, and brand identity directly into your AI’s language and behavior.
• Design AI journeys that maximize resolution rates while minimizing friction.

Nearly 94% of contact centers are maintaining or increasing AI investments—but are we losing sight of what customers actually want?

New CCW Digital research reveals growing dissatisfaction with long wait times, clunky journeys, and underwhelming digital experiences. This session unpacks what’s really driving frustration—and what customers expect from AI, personalization, and human support in 2025.

Featuring exclusive data insights from CCW Digital and real-world insights on what needs to change.