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

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