Reimagining contact centers through the power of people and technology.

Why Attend

In 2026, the contact center is going through an evolutionary period. While contact center leaders are navigating new tech, continuous innovation and a host of challenges associated with sourcing, implementing and measuring AI, they are also working to exceed heightened customer and employee expectations.

This balance is not easy; forcing leaders to hone in on what matters, at times sacrificing speed and efficiency to keep things on track. However, this can no longer be the case. Organizations must define critical objectives and move in the right direction to keep up.

This series works to redefine the customer contact cliches and work towards real change. By identifying key trends, challenges and opportunities, leaders can work to establish an experience that feels meaningful in today’s experience-centric environment.

Sessions will focus on topics like:

• Next-Gen Self-Service: Moving beyond basic FAQs to incorporating AI agents that actually resolve issues in real-time
• The Human-AI Equation: Redefining the agent role from task oriented to journey orchestrator
• Combatting "Silent Burnout": Using AI-powered coaching and real-time sentiment analysis to support a hybrid workforce