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 | 11AM EST
CX IN 2030: FUTURE OF THE OMNICHANNEL CONTACT CENTER MAY 19, 2026 | 11AM EST
Agenda Day 1
3:15 PM The Agentic Contact Center: What's Working, What's Not, and What's Next
As customer expectations rise and AI capabilities rapidly evolve, contact center leaders are rethinking how work gets done across the customer journey. In this session, UiPath's Bob Sacunas joins CCW Digital to explore how agentic AI and automation are reshaping the future of customer experience, from autonomous issue resolution to fully orchestrated end-to-end processes.
In this session, you will learn:
• How agentic AI and robotic process automation (RPA) complement each other to automate both reasoning-based and deterministic work.
• Why AI-powered process automation is becoming a foundational capability for modern contact centers.
• Where AI creates the greatest operational and customer value, and where it can introduce inefficiencies or risk
• Why modular architecture, orchestration, and governance are critical for future-proofing omnichannel CX environments
Attendees will leave with practical insights into how enterprises are deploying AI responsibly, scaling automation across customer operations, and preparing for the contact center of 2030
