Reimagining contact centers through the power of people and technology.
Agenda Day 1
12:00 pm - 12:30 pm
Analyst Chat: Redefining CX Trends for 2027
Brian Cantor -
Principal Analyst & CCW Digital Director,
CMP
Brooke Lynch - Divisional Director, CMP
Audrey Steeves - Senior Content Analyst, CMP
As we wrap up 2026, leaders must understand the key trends, challenges and opportunities that guided us this year. From new technology, to the changing agent role, to a demand for more human-centered support, there is so much to think about as we look ahead.
Join CMP Analysts Brian Cantor and Brooke Lynch as they unpack the most pivotal trends driving the future of CX in 2027 and beyond. Presenting new research from the Customer Trends Challenges & Opportunities Market Study, the CMP Digital team will go over everything leaders need to know for optimizing and improving experiences.
12:30 pm - 1:00 pm
Outcome First Agentic AI: A Blueprint for AI and Human Agents
Andy Watson -
Director of Product Marketing, CX Solutions,
RingCentral
Brooke Lynch - Divisional Director, CMP
Most agentic AI projects stall before they reach a customer, and the ones that launch often can't prove they work. The top cause is integration complexity. When AI tools sit in silos, teams collect plenty of insight and take little action. This session lays out a blueprint for agentic transformation that starts with one question: did the customer's problem get solved?
Key takeaways:
● Why voice still leads as the channel for customer interactions
● Where along the customer journey AI can improve outcomes
● How those outcomes feed back to improve both AI and human agent performance
Sponsored by: RingCentral
1:00 pm - 1:30 pm
Analyst Office Hours: Conversations on Customer Contact Cliches
Brian Cantor -
Principal Analyst & CCW Digital Director,
CMP
Brooke Lynch - Divisional Director, CMP
Audrey Steeves - Senior Content Analyst, CMP
Sick of hearing the same things over and over again? Tired of the endless discussions on AI with no real actionable takeaways? This session will go over some of the most popular customer contact cliches and provide data-backed insights on what actually matters in 2026.
Join CMP Analysts Audrey Steeves and Brooke Lynch as they debate the contact center trends that hold weight and the ones that won't mean much by 2030. Come with questions, thoughts or comments for the team!
