Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research’s latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.Brian Cantor Managing Director CCW Digital

When chatbots were terribly unhelpful and automation tools were frustratingly limited, it was easy to downplay the fear that AI would replace agents.

What about now? With groundbreaking generative and conversational AI solutions seemingly emerging every day, it may be time to reconsider how the AI revolution will transform the contact center employee experience.

Should you still subscribe to the adage that AI will simply augment rather than replace agents? Or, is it time to accept the fear of job loss as legitimate? New CCW Digital research provides the answers, and you’ll get them and more in this interactive session. Topics include:

Facing the Fear: New research on whether CX agents and leaders truly believe AI will impact contact center headcounts

Defining Future Work: The truth about the “AI for simple issues, agents for complex ones” adage

Rethinking Empowerment: Biggest ways AI will help – and hurt – the employee experience

Cultivating Next-Generation Agents & Supervisors: Skills employees will need to thrive in the evolving, AI-powered contact center

Automating Humanity: Blueprint for using technology to create a more empathetic, human-centric contact center team