Reimagining contact centers through the power of people and technology.
Audrey Steeves is a content analyst for CCW Digital. She is an experienced content writer with a background in healthcare and technology across consumer and B2B audiences. She leads CCW Digital article development and contributes to the analyst team by supporting online events. Her current work focuses on the intersection of customer-centricity.
Agenda Day 1
12:00 PM Analyst Chat: Redefining CX Trends for 2027
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.
1:00 PM Analyst Office Hours: Conversations on Customer Contact Cliches
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!
