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

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.