In 2025, anything feels possible in the CX space. With new technology like generative and agentic AI, organizations are in the position to enhance and expand CX capabilities. While it certainly feels like brands are innovating and improving, it can be daunting to think ahead and plan for the future. Contact center leaders constantly have to ask the question of ‘what will the customer experience look like in 5 or 10 years? What about 2030?’

This session will be your first look at CX in 2030. Diving into new CCW Digital research, Managing Director Brian Cantor and Principal Analyst Brooke Lynch will cover key trends for the future of customer service.

Breaking down the agent of the future, contact center transformation and evolving expectations, this session will give attendees a checklist for next steps.

This session will also cover:

• New research on omnichannel CX
• Trends for the future of experiences
• Challenges to overcome in the short term

Brian Cantor

Principal Analyst, CCW Digital Director
Customer Management Practice

See Bio

Brooke Lynch

Senior Analyst & Staff Writer
Customer Management Practice

See Bio

Agentic AI is ushering in the next era of customer experience—moving beyond the limitations of traditional AI. Join Talkdesk to explore how combining agentic and generative AI empowers your teams with autonomous decision-making, real-time adaptability, and operational efficiency at scale.

• Discover how agentic AI enables intelligent, autonomous actions that respond to customer needs in the moment.
• Learn why integrating generative and agentic AI provides the edge CX leaders need to deliver more personalized and delightful interactions.
• See how these technologies can help you boost efficiency, reduce costs, and future-proof your CX operations.

Sponsored by: Talkdesk

---

Kevin McNulty

Senior Director of Product Marketing
Talkdesk

See Bio

Customers expect more than just great service—they demand flexibility in how they experience it. AI-powered customer experience (CX) is reshaping the future by creating seamless, effortless journeys. By bridging self-service and assisted channels like chat, email, and voice, businesses can deliver personalized, efficient service that meets evolving customer expectations. This shift is driving deeper connections and transforming how companies engage with their customers––fast.

By adopting AI-driven solutions, businesses can deliver personalized, connected experiences. For example, Mason Companies, a Five9 customer, achieved a 95% CSAT score by investing in omnichannel capabilities.

Join us to explore how the right solutions and strategies foster deeper connections throughout the customer journey, including:

- Creating an effortless experience

- Personalization and proactive engagement

- Driving exceptional CSAT scores

The New CX Starts Here. Discover how the Power of More can transform your organization and customer experience.

Sponsored by: Five9

---

Steve Blood

Vice President of Market Intelligence and Evangelism
Five9

See Bio

Nicole Darby

Director of Customer Care
Mason Companies

See Bio

Jeannie Walters

Founder & Chief Executive Officer
Experience Investigator

See Bio

Kateri Miller

Contact Center Operations Manager
Mason Companies, Inc.

See Bio

Is your CX strategy built to last—or just built for now?

Consumer expectations continue to rise, with younger generations preferring self-service and digital channels. The cost of a bad experience can be high, with 30% of consumers saying they’ve stopped doing business with a company in the past year due to a bad customer service experience. To lead in 2030, brands must rethink how they approach customer experience—starting today.

Join Genesys for an exclusive webinar designed to explore the next era of CX transformation. This session will illuminate the trends that are shaping tomorrow’s CX needs.

 Why Attend?

💡 Gain insider access to CX trends and intelligence

Explore proprietary Genesys research that reveals how top enterprises are balancing AI efficiency with long-term customer loyalty.

 🤝 Engage with CX innovators and peers

Share challenges, exchange insights, and uncover new approaches to CX leadership.

 ⚙️ Experience the future of CX technology

Gain an understanding of how tools like journey management and omnichannel orchestration are already transforming CX at scale.

 What You’ll Walk Away With:

• A clear understanding of the shifts required to lead CX into 2030
• Actionable strategies for balancing immediate efficiency with long-term innovation
• Insights into how forward-thinking companies are aligning AI, data, and design for future success
• Post-event access to exclusive resources and tools

Sponsored by: Genesys

---

Greg Thomas

Sr. Director of Thought Leadership
Genesys

See Bio

By 2030, successful contact centers won’t just use AI, they will work with AI.

As large language models (LLMs) evolve into conversational partners capable of real-time reasoning and task execution, AI is becoming more than a tool. It’s becoming a digital teammate—always on, context-aware, and ready to handle the bulk of transactional work so your human agents can focus on what matters most: empathy, complexity, and connection.

In a world where customers expect fast, frictionless, and deeply personalized experiences, contact centers must evolve into dual workforces: humans and AI working in tandem across every interaction. Voice, already the most dynamic and high-impact support channel, will become the frontline of this hybrid future. 

Join this forward-looking session to:

• Reimagine workflows for a dual workforce
• Learn how to design for seamless handoffs between AI and humans
• Explore upskilling strategies that prepare your people for a more strategic role
• Gain best practices for operationalizing AI agents as part of your team—not just as tech

If your growth strategy still depends on having humans on the phone for every customer need, you’re not just understaffed—you’re underprepared.

Sponsored by: Observe.ai

---

Swapnil Jain

Co-Founder, CEO
Observe.ai

See Bio

Jacquie Kenney

Director of Product Marketing
Observe.AI

See Bio

Customer expectations have evolved—again. Omnichannel is no longer a competitive advantage; it’s the starting line. To truly lead in today’s CX landscape, contact centers must go beyond being everywhere—they must connect meaningfully, act decisively, and innovate with purpose.

 Join Nextiva for a powerful session that unveils the Winning Formula for CX: Connect + Act + Innovate. We’ll explore how forward-thinking organizations are blending human expertise with trustworthy AI, leveraging real-time data, and orchestrating agile, personalized customer journeys that drive loyalty, revenue, and operational efficiency.

 In this session, you’ll learn how to:

• Connect with customers where they are—at the right time, with the right context
• Empower your agents with tools and automation that boost performance
• Leverage AI and extensible workflows to personalize experiences and scale efficiently
• Use insights and orchestration to reduce service costs while increasing satisfaction
• Align your CX strategy to business outcomes—as 79% of CX leaders now see it as a key revenue driver

Ben Kirchner

Senior Manager, Product Marketing
Nextiva

See Bio

Mike Davito

VP, Customer Account Management
Nextiva

See Bio

In 2025, technology is everything. From generative to agentic AI, there is so much potential for new tech to transform operations. But, modern contact center leaders must leverage an intentional approach if they want to make meaningful change.

Karaline Venezia, Chief Revenue Officer at Capacity, joins this session to share insight on leading with a holistic approach to CX. At a time when siloed systems and fragmented tools are driving inconsistent and frustrating customer experiences, organizations must work to tackle key challenges and unify operations. By starting with problems over products, leaders can achieve a holistic approach that drives a truly connected experience.

This session will also discuss:

• How to shift from a vendor selection to partnership approach
• Insights to overcome key challenges and begin building a holistic CX strategy
• Next-steps for organizations at every stage of the journey

About Capacity

Founded in 2017, Capacity is an AI-powered support automation platform that uses practical and generative AI to deflect tickets, emails, and phone calls—so your team can do their best work. More than 19,000 companies across industries use Capacity for external customer support and internal employee enablement. Today, Capacity offers support over web, SMS, email, voice, social, Slack, MS Teams, helpdesks, and more. To learn more about Capacity, visit Capacity.com.

Karaline Veneizia

Chief Revenue Officer
Capacity

See Bio

In an increasingly digital world, the human touch remains essential—especially when dealing with complex, emotional, or high-stakes customer concerns or sales and revenue opportunities. While automated experiences offer convenience, many customers still seek the empathy, clarity, and reassurance that a human voice can provide. 

Voice AI technology is transforming the contact center landscape. In this Q&A discussion, Jonathan Barouch explores the evolving expectations of customers, the changing role of the contact center, as well as the growing adoption of Voice AI. The session will cover strategies to balance automation with authenticity in building the Contact Center of the Future. Join us as we unpack the trends, technologies, and strategies reshaping voice experiences in customer service.

Research can give us an idea of what the future of the contact center might look like, but CX leaders will be shaping it themselves. Join this optional discussion session to hear some of CCW Digital’s predictions for CX in 2030 and share your own. 

What are your top priorities for 2025 and beyond? How will customer service roles change? Where will automation be felt the most in customer experiences? This session gives attendees the opportunity to discuss what matters most to them with industry peers.

Discussion points on the future of the contact center include:

• The impact of automation on organizational structure
• Skills becoming invaluable in CX
• How AI fits into the contact center of 2030

Brooke Lynch

Senior Analyst & Staff Writer
Customer Management Practice

See Bio

Audrey Steeves

Content Analyst
Customer Management Practice

See Bio

We are now in an era of transformation. AI has the potential to improve efficiency and enhance workflows.Tools like agentic and generative AI offer new ways to engage customers and improve interactions.

While the impact is largely positive, it has still sparked fears of job loss and increasingly generic support. It’s clear that we are on the precipice of change — but employees and customers are looking for reassurance that these changes will be positive.

Carlee Wolfe, AVP Leader Development and Organizational Effectiveness at Hyatt, will share insights on maintaining culture and prioritizing employee needs in the era of AI. In a discussion on the next chapter of work, this session will cover key areas for leadership and employee development in 2025.

It will also discuss:

• How AI will impact EX and culture
• Why organizations must remain dedicated to the human element 
• Key competencies for the future workforce

Carlee Wolfe

AVP Leader Development and Organizational Effectiveness
Hyatt Hotels Corporation

See Bio

At a time where AI is everywhere, it can be daunting to know where to begin. Yet, there is an immense pressure to keep up, innovate and remain competitive. This leaves organizations in a difficult position, make sweeping changes and hope for the best or sit behind and watch others get ahead while they wait to vet new technology. In the contact center of 2030, staying ahead will be the only viable option.

Suma Kumaraswamy, Senior Director, Head of OMB Digital Products at First Tech Federal Credit Union, shares her insights on leading rapid innovation. By prioritizing a culture of experimentation, organizations can feel confident with technology decisions and build tools that align with their customer needs.

This session will also discuss:

• How generative and agentic AI is enhancing self-service
• Strategies for empowering your teams to experiment with AI and synthetic data
• Predictions for the future of experiences and AI

Suma Kumaraswamy

Senior Director, Head of OMB Digital Products
First Tech Federal Credit Union

See Bio