The AI conversation is moving quickly, and separating meaningful change from noise isn’t always easy. Where is AI already delivering value in the contact center? Which capabilities are maturing fastest? And what should leaders be preparing for next?

We’ll open the summit with a look at the state of AI in customer service today and the trends poised to shape 2027. From increasingly capable virtual agents and agent assist to automation, analytics and emerging use cases, this session will help contact center and IT leaders understand what deserves their attention now and what’s coming next.

There’s no shortage of ways to use AI in the contact center. The harder question is where it will actually make a difference.
This panel will explore how organizations can identify and prioritize AI opportunities based on real business and customer needs. We’ll discuss how to evaluate potential use cases, balance impact with complexity, build a compelling business case, and avoid investing in AI simply because everyone else is doing it.
Attendees will leave with a more practical framework for deciding where AI belongs on their roadmap and where it doesn’t.

The best AI strategy won’t get far without the right foundation underneath it. As organizations introduce AI across the contact center, questions around data, integration, security, governance and technology architecture quickly become just as important as the use case itself.
In this panel, CX and IT leaders will examine what it takes to build an environment where AI can succeed. We’ll explore connecting AI across CCaaS, CRM, knowledge and other enterprise systems; getting data ready for AI; establishing appropriate guardrails; and determining who owns what when AI crosses traditional organizational boundaries.

AI isn’t simply changing contact center technology. It’s changing the work itself.
As AI takes on more routine tasks and becomes embedded in everyday workflows, the roles of agents and managers are evolving with it. This panel will explore how organizations can use AI to make work better, not simply faster. We’ll discuss which tasks should be automated, where human judgment matters most, how roles and skills are changing, and what leaders can do to build employee trust and adoption.
The goal isn’t to predict whether AI will replace people. It’s to have a more useful conversation about how people and AI can work together to deliver better experiences.

AI investments often begin with promises of efficiency, but reducing costs is only one measure of success. The bigger opportunity may lie in improving customer experiences, employee performance, quality, revenue, and the organization’s ability to respond and adapt.
This panel will examine how organizations are defining and measuring the value of AI in the contact center. We’ll discuss which metrics matter, how to establish meaningful benchmarks, what leaders are learning from early deployments, and how CX and IT can build the case for moving successful AI initiatives from pilot to scale. 

As AI capabilities advance, the contact center of 2030 could look very different from the one we know today. Customer interactions may become more automated and personalized, agents may handle fewer but increasingly complex conversations, and the lines between customer experience, technology and the broader enterprise may continue to blur.
We’ll close the summit by looking beyond the next implementation or product cycle to consider what all of this means for the future of customer service. What will fundamentally change? Which roles and capabilities will become more important? And amid all that innovation, what will customers and employees still need from the humans and organizations serving them?
It’s a forward-looking conversation designed to help leaders prepare not just for the next AI tool, but for the next era of the contact center.