Contact Center 2025: A Roadmap

December 3, 2019 | December 4, 2019

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CCW Online Summit Winter 2019

You know the questions that could shape the future of the contact center. Will agents or bots handle the majority of customer interactions? Will phone finally take a backseat to digital channels? Will design thinking become table stakes in the contact center? Where will AI make its biggest impact? Will at-home agents become the standard? How will we choose which CX metrics to prioritize?

CCW’s complimentary online summit “The Contact Center of 2025” will provide the answers. Analysts will share their expert predictions, executives will detail their forward-thinking blueprints, and innovators will unveil their game changing technology. You’ll leave with a snapshot into how emerging concepts, trends, technologies and best practices will transform the way we engage with customers.

Join us on December 3-4 if you want to stop playing catch-up and start getting ahead of the customer contact curve.


speaker name

Brian Cantor

Principal Analyst and Director

Customer Management Practice

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Ramtin Matin

Lead Technological Strategist


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Ali Craig

Brand Strategist, Host

Fix My Brand

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Jim Lynch

Senior Director, Product Marketing


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Jim Iyoob

Chief Customer Officer


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Gary McGrath

Success Operations Manager


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Cameron Weeks


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Ted Hunting

Senior Vice President, Marketing

Bright Pattern

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Paul Chance

Sr. Product Marketing Manager


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James Kowalczyk

Senior Director, Patient Admissions

Fresenius Medical Care

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Alison Lichtenstein

Head of Customer Experience Design

Dow Jones

speaker name

Brad Snedeker

Director of Customer Advocacy 


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Alex Gadd



Day 1 | December 3

12:00 | Meet The Contact Center of 2025 | Brian Cantor
12:30 | Will experience design become the greatest brand differentiator in the contact center? | Alison Lichtenstein and Matt Wujciak
1:00 | Executive Roundtable: From AI to Analytics - How Will Innovation Impact the Contact Center of 2025? | Jim Iyoob. Cameron Weeks, and Ted Hunting
2:00 | How AI and Automation Are Changing Customer Service as We Know It | Gary McGrath
2:30 | Building a Digital Customer Experience for Modern Retail | Ali Craig

Day 2 | December 4

12:00 | How to Optimize Conversational AI for Customer Support | Ramtin Matin
1:00 | Executive Roundtable: 5 Signs You're Ready For 2025 | Jim Lynch and Brad Snedeker
2:00 | Implementing AI to Provide Personalized Customer Service Experiences | James Kowalczyk

Frequently Asked Questions


How will I access the questions?
You will receive a link to attend the free online sessions, meet our partners and gain access to valuable resources in our online conference center.  


Do I need to download or install any software to be able to attend this event?
No. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.  


Will the sessions be recorded?
Yes. the sessions will be recorded and available to view for a limited time.


I really want to attend, but I can't make it!
We know your schedule can be demanding. Register anyway and we will send you the recordings.

Market Study: Trends in Customer Experience Design and Strategy

Special Report: Contact Center Security and Fraud Prevention

How To Guide: How to Choose a WFM Provider

Contact Us

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