Brooke Lynch

Customer demand for digital and self-service is growing—but customer satisfaction in these channels continues to lag, limiting adoption. Generative and agentic chatbots offer new promise for improving automated chat experiences, but with a crowded vendor landscape, how do you choose the right solution?

In this session, CMP Research will reveal the results of its latest Prism Analysis—a fit-for-purpose technology assessment framework designed for CX and customer contact leaders. You’ll walk away with key takeaways from market trends, analyst evaluations, and user feedback—giving you a clear view of how leading chatbot and virtual agent providers compare.

Implementing a cloud contact center (CCaaS) in healthcare is about more than technology—it’s a strategic opportunity to redefine how patients access care. In this session, leaders at different stages of the CCaaS journey will share their experiences, from shaping early-stage adoption to measuring the impact of fully implemented systems.

Key Focus Areas:

• Defining a patient-access vision and aligning it with organizational goals
• Sourcing & partnering effectively with technology vendors and service providers
• Overcoming operational and cultural challenges during adoption
• Leveraging data to drive measurable improvements in patient experience and contact center performance

Whether you’re exploring CCaaS, implementing it, or optimizing a live system, this session offers actionable guidance for delivering better access, outcomes, and experiences.

The rise of agentic AI in 2025 marks a fundamental mindset shift. AI has proven itself to be a powerful tool, but now leaders at the forefront are looking at what’s next: AI as a teammate.

Collecting feedback is just the first step—real impact comes from translating those insights into strategies that improve care, equity, and retention. This session brings together leaders who apply both quantitative and qualitative data to reimagine the patient journey and balance organizational goals with the needs of people at every level.

Key Focus Areas:

• Strategies for capturing and integrating feedback from patients, staff, and providers
• How to balance qualitative and quantitative insights to shape decision-making
• Balance experience priorities with resource and financial constraints
• Build tools and frameworks that turn diverse perspectives into consistent, measurable outcomes

Conversation about the AI transformation is unavoidable, and it is not just empty rhetoric. Nearly 99% of CX leaders say they are maintaining or increasing investment levels in 2025. But as our community relentlessly discusses the promise of AI, is it neglecting the most important voice – that of the customer? New research says yes, with a large number of customers expressing significant concern about what AI means for the future of brand interactions.

What are these concerns? More importantly, how can we successfully mitigate those issues and pursue AI in a way that will improve efficiency and customer centricity? As we conclude the CCW Healthcare Exchange, join this interactive, research-driven session that will provide the answers.

Topics include:

• What customers want: the surprising (and not-so-surprising) findings from our consumer preferences survey
• AI scorecard: what is and is not working about customer-facing AI
• Bot vs. agent: how can you balance the two in a customer-centric way
• Risk revision: the concerns that truly matter as you design your CX AI strategy
• AI fails: examples of AI that went wrong (and what brands could have done instead)