Reimagining contact centers through the power of people and technology.
Tuesday, December 9th
5:30 PM Tech vs. Humanity? Not in the Agentic Enterprise.
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.”
In this session, you’ll learn how leading organizations are evolving from “tech that assists humans” to “humans who guide intelligent systems,” creating a future where technology and humanity work in harmony, not opposition.
Join Chris Arnold, VP of Contact Center Strategy at ASAPP, as he brings decades of contact-center transformation experience and shares insights from the upcoming CCW Market Study “Tech vs. Humanity: Redefining the Agent Role.”
What You’ll Learn:
- Why “tech vs. humanity” is an outdated framework for modern CX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
