Day 3 | Friday, September 26
8:00 am - 8:25 am
Sunny Side Up Breakfast
8:25 am - 8:30 am
Chairperson’s Opening Remarks
8:30 am - 9:00 am
Expert Insights | Empower the Workforce with Next Gen AI Tools
Digital tools are transforming the way patient access teams and service delivery agents work, but successful implementation must work in tandem with workforce empowerment. We’ll take a deep dive into how AI, automation, and analytics can be leveraged to enhance the employee experience, reduce burnout, and drive operational efficiency. We’ll explore the challenges of integrating AI into daily workflows, share insights on overcoming roadblocks, and discuss real-world use cases where these technologies have had the most impact.
9:00 am - 9:30 am
Panel | Where Culture Clicks: The Symbiosis of EX & PX
Exceptional consumer experiences always start from within. A workplace culture rooted in empathy, purpose, and belonging translates directly to meaningful patient and member interactions. Dive into strategies for aligning employee and patient experience and fostering workplace environments where teams feel empowered to deliver their best. From onboarding to frontline support, cultivating the right culture can drive performance, retention, and patient satisfaction.
9:30 am - 10:30 am
Business Meetings
10:30 am - 11:00 am
Networking Break
11:00 am - 12:35 pm
CCW Digital Pulse | The Agent of the Future
Brooke Lynch -
Divisional Director of Digital,
Customer Management Practice
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.
