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
Merlin Bise is an investor in Inbenta AI and leads IT infrastructure and new product development.
He brings over 20 years of experience in technology leadership, with deep expertise in combating fraud through innovative solutions and designing a sophisticated OCR platform. His forward thinking and creativity have allowed him to build multiple AI platforms that serve some of the largest corporations in the world.
Merlin formerly co-founded GIACT Systems (acquired by LSEG) and during his tenure, he drove new product development and implemented technology across some of the largest global enterprises, including Equifax, Walmart, Costco, PayPal, Intuit, AIG, Quicken, PNC Bank, American Red Cross and federal and state entities.
Agenda Day 1
1:00 PM CX in 2030: Why Voice AI Deployments Stall and What High Performers Do Differently
Voice AI is running in most enterprise contact centers. So why are escalation rates still climbing?
Merlin Bise, CTO of Inbenta AI, and Brooke Lynch, Principal Analyst at CMP, break down what separates deployments that deliver from those that don't, and map the path from today's voice AI to the agentic contact center of 2030. This session covers:
· Why escalation rates stay high even after Voice AI is deployed
· What real-time live agent guidance looks like when it's working
· The four-stage evolution from today's GenAI deployments to full agentic AI
· What high-performing contact centers are building toward right now
The contact center is undergoing its most significant transformation since the move to the cloud. The organizations that will lead in 2030 are making specific architectural decisions today. This session helps you understand where you are, what comes next, and what to build toward.
