Stay ahead of the curve with the tools and technology shaping the contact center of tomorrow.
Emerging Contact Center Technology
February 17 | 12PM ET
Brooke Lynch
Principal Analyst and Deputy Divisional Director CCW DigitalBrooke Lynch is the Divisional Director for CCW Digital. With a background in television news and production, she’s worked across industries covering B2B marketing, procurement, and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a recent focus on e-commerce, retail, and technology. Brooke studied journalism at the University of Wisconsin-Madison and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.
Agenda Day 1
12:00 PM Analyst Chat: Emerging Technology in the Contact Center
2026 is the year we break boundaries in tech. Contact center leaders are ready to implement new tools that will empower faster, better, and stronger connections. But, this passion for improvement is also prompting conversations about what new technology is actually worth the hype. With so many new tools out there, how can leaders decipher what is just buzz and what is grounded in real results?
This session will break down emerging technology in the contact center and share research from CMP’s latest market study covering the state of innovation in CX. Join CMP analysts Brian Cantor and Brooke Lynch as they unpack the challenges and opportunities of emerging tech today.
1:45 PM Coffee Chat
The rapid pace of change in contact center technology requires constant attention, but CX leaders have enough on their plate as is. To stay ahead of the curve, today’s top CX leaders recognize that learning from their peers' experience is an increasingly valuable resource.
Take a break from learning about the ins and outs of today’s digital experiences with CCW Digital Analysts Brooke and Audrey. In this casual, interactive session, we welcome all attendees to join with their camera on and discuss highlights from the day so far, share key learnings, and ask questions.
While this session is not required to receive the certificate, don’t miss out on this rare opportunity to connect with peers and industry leaders in a candid, informal environment.
If you’re not up to participate in the discussion, feel free to join just to listen in or contribute to the conversation via chat!
- We’ll let the pace of conversation direct the session, but topic prompts include:
- Standout data from our recent Emerging Contact Center Technology Market Study
- Predictions based on current technology trends
- Analysis of what’s shaping CX leaders’ priorities
