Only 16% of customers feel truly understood. Are you ready to lead the shift?
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 12PM EST
Agenda Day 1
12:00 pm - 12:30 pm
analyst chat
analyst chat
12:30 pm - 1:00 pm
CX in 2030: Future of the Omnichannel Contact Center
Nirmal Mukhi -
Chief Architect,
United States
Chris Arnold - VP, CX Strategy, United States
The industry has invested heavily in omnichannel, connecting touchpoints and reducing friction. Yet experiences still fall short. Customers lack control, personalization is inconsistent, and resolution depends on human effort at scale.
By 2030, that model is no longer enough. Customer experience is shifting to autonomous resolution, where AI agents handle most intents, adapt in real time, and improve with every interaction.
This shift redefines the human role. As AI becomes the primary layer of service delivery, human expertise moves upstream to focus on exception handling, AI guidance, and continuous performance improvement. AI delivers the experience, and humans ensure it performs.
Join this session to explore how organizations are moving beyond omnichannel to build intelligent, adaptive, and scalable customer experience systems.
What You’ll Learn:
- Why omnichannel alone will not meet 2030 expectations
- How AI agents are becoming the primary interface for service
- How human roles evolve toward AI optimization and governance
- What it takes to deliver autonomous, personalized experiences at scale
