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
James is a technology leader with over 20 years of experience. As SVP of Engineering, he focuses on driving innovation through practical, scalable engineering.
His expertise lies in the global delivery, integration, and scaling of Conversational AI and Natural Language platforms for enterprise customer service. He takes a hands-on approach, with a proven track record of operating complex, mission-critical systems at global scale.
Beyond the technology itself, James is a strong communicator and evangelist, skilled at translating complex engineering concepts into clear business value. He builds alignment and confidence in new ideas across all levels—from developers to the C-suite—and acts as a catalyst for collaboration, helping teams execute large, complex initiatives with clarity and momentum.
Agenda Day 1
8:00 AM Beyond the Pilot: An Honest Look at AI Agents in the Contact Center
AI agents were supposed to transform CX so why are so many deployments still stuck in pilot? In this fireside chat, join Soundhound and CCW for an unfiltered conversation about the state of agentic AI in the contact center: what's working in production, what's quietly failing, and what separates the operators who succeed from those who stall.
Together, we'll dive into:
● Where AI agent adoption truly stands today, including real outcomes versus stalled pilots
● The operational and technical decisions that make or break production deployment
● What "good" looks like for voice-native AI agents
Designed for CX leaders who are done waiting on pilots to prove themselves, this is an unfiltered, experience-backed conversation about what it actually takes to move AI into production.
