2025 is coming to a close, marking the end of a transformational year in the contact center space. With new technology like generative and agentic AI, leaders are rethinking how to engage with customers and consistently meet their needs.

With this transition comes a shift in the agent role. With AI taking much of the repetitive, routine tasks off of the agents’ plate, there is now room for new responsibilities. In the modern contact center, agents are poised to take on a consultative role, supporting the customer journey in a more comprehensive way. 

Their workflow and evolving responsibilities, however, are not yet clearly defined. In fact, only 21% of leaders say that they have trained their team on all of the necessary skills needed to take on higher-caliber work.

This session will cover the state of the agent role in 2025 and take a deep dive into the agent of the future. Managing Director of CCW Digital, Brian Cantor and Principal Analyst, Brooke Lynch will discuss how brands are redefining the agent role in 2025.

Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

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AI is transforming customer service by empowering human agents, not replacing them. The key is using AI to enhance speed, accuracy, and personalization while preserving the human touch.

• Discover how AI moves beyond scripts to understand customer intent, sentiment, and context in real time, enabling personalized, empathetic responses.
• Learn how AI acts as a co-pilot, providing insights and suggested actions to streamline workflows and build trust faster.
• Explore how AI converts communication data into actionable intelligence, driving faster decisions and service improvements.

Andy Watson

Director of Product Marketing - CX Solutions
RingCentral

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Customer expectations move at “now” speed, but too many contact centers are still running on yesterday’s workflows. This fireside chat with Robin Gareiss, CEO and Principal Analyst at Metrigy, explores how technology is empowering human agents to deliver faster resolutions, reduce repeat contacts, and increase CSAT. With more than 25 years advising Fortune 100–1000 executives and leading Metrigy’s research on enterprise transformation, Robin brings a data-driven perspective on how to balance innovation with empathy.

In this discussion, you’ll see how AI can amplify—not replace—human connection through guided next steps, quick summaries, and smarter answer-finding, while giving supervisors powerful tools for real-time coaching and agent growth.

In this webinar, you’ll learn:

• Why customers consistently prefer human-led service even in an AI-first era
• How to balance AI innovation with empathy, trust, and personalization
• Practical strategies to reduce agent burnout, boost CSAT, and turn service into a growth driver
• How technology can amplify, rather than replace, human connection

Natalie MacKay

Senior Product Marketing Manager - CCaaS
8x8

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Robin Gareiss

CEO & Principal Analyst
Metrigy

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WhatsApp is now more than a messaging app; it’s becoming a strategic channel for customer engagement. Join Five9 experts Prachi Patel and Josh Pikal to explore how Five9’s new Business Solution Partnership with Meta brings enhanced product and service capabilities to your CX stack.

• Combine AI precision with human empathy for better outcomes
• Create continuous, context-rich experiences on WhatsApp
• Empower agents with insights that let them focus on what matters most, human connection

Josh Pikal

Product Marketing Specialist
Five9

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Prachi Patel

Lead Product Manager
Five9

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AI isn’t replacing agents, it’s redefining the role.

As AI becomes woven into every day life and accelerates transformation across the customer experience industry, the line between automation and human connection is blurring. In this session, we’ll explore how the next generation of contact center agents are evolving from task-takers to experience designers, and how they are empowered by intelligent copilots and agentic AI that anticipate needs, acts, and elevates every interaction.

• Which skills set tomorrow’s agents apart in an AI-driven world
• How copilots and automation are boosting efficiency and satisfaction
•  Real-world results from teams already thriving with AI augmentation

The future of service isn’t just humans or machines. It’s both, and enterprises’ success hinges on their ability to help them to work together seamlessly to create a world that’s more efficient, more profitable, and more loved.

Catherine Forino-Small

Senior Product Marketing Manager, AI and Digital
NiCE

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AI is irreversibly changing customer service. But as AI Agents become more capable, many organizations still use them for efficiency instead of transformation.

• How AI Agents are transforming customer service teams
• How AI Agents can resolve deep, complex customer queries
• Building continuous improvement loops
• Moving from “support AI” to “customer-journey AI”
• The CX leader’s role in connecting people, data, and dialogue

Bobby Stapelton

Senior Director Human Support at Intercom
Intercom

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n one of the world’s largest contact centers, Microsoft is proving that technology and humanity aren’t at odds—they’re stronger together. Join leaders from Microsoft’s Customer Service & Support organization—alongside a frontline service representative—for a rare, behind-the-scenes look at how generative and agentic AI are transforming both the customer and employee experience. Hear first-hand how AI is taking repetitive work off the table, empowering teams to prioritize value-creating interactions and deeper customer relationships. The session also explores what the future of work looks like in the contact center—where humans and intelligent AI collaborate to deliver service that’s faster, smarter, and more human than ever before.

John John Mitchelson

Director Customer Zero
Microsoft

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Emily Lago Anderson

Senior Support Engineer
Microsoft

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AI is taking the front line — so what happens to human agents? Join Ali Merchant, CEO of CallBotics, for a candid conversation on how enterprises are redesigning contact centers for the AI era — balancing automation with empathy and redefining what “human work” means when AI is woven into every interaction.

Ali Merchant

CEO
CallBotics

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Businesses everywhere are racing to deploy AI, but too often they overlook a common pitfall: technology must serve people, not add complexity. As AI reshapes customer support, the real differentiator is not automation—it’s the humans behind it.

• Why onboarding the wrong tech can damage customer trust
• How to leverage AI for proactive, emotionally intelligent service
• What defines the new “super-agent” and how to empower them
• How flexible, employee-centered cultures drive better CX outcomes

Josh Gadberry

Vice President of Operations and Operations Lead
KellyConnect

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For decades, customer experience leaders have been asked to choose between technology and humanity—digital or voice, automation or empathy, efficiency or satisfaction. But those trade-offs are disappearing. Today’s AI breakthroughs make it possible to achieve both, redefining what it means to be an agent in an “agentic enterprise.”

• Why “tech vs. humanity” is an outdated framework for modern CX
• How agentic enterprises are blending human empathy with AI intelligence
• The new roles emerging for agents—from AI flow designer to real-time supervisor
• Practical steps to build trust, governance, and readiness for AI transformation

Chris Arnold

Vice President, Customer Experience Strategy
ASAPP

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