The third-generation contact centre needs an entirely new operating model. Discover what changes are needed to meet the rising expectations of the AI-native customer.
The board expected AI to shrink the contact centre. What's left for human agents is mostly the hard stuff, the sensitive and high-value conversations, all day, every day.
At the same time, a new layer of work appears: monitoring AI, coaching agents to work alongside it, and owning AI compliance.
Register for this session to discover how to pivot your contact centre strategy and make it work in 2026 and beyond.
leaders say the calls their human agents handle are getting more complex.
Source: 2026 CX Workforce Report, CrestaNot a pilot bolted onto the side, AI woven through the operation.
How to split the work, what to automate first and what it actually looks like in practice.
What governing AI agents involve, from monitoring performance and failures to managing compliance.
The failures that damage customer experience are the ones you didn't catch first. We'll look at how leading teams pressure-test AI against realistic customer behaviour.
Alan leads marketing strategy across the company's global regions. A 30 year veteran of the software industry, he previously spent three years as VP Marketing at Cognigy, through its $1B acquisition by NICE, and six years leading global market development at LivePerson.
Kane has spent a decade advising enterprise organisations on conversational AI strategy and has interviewed hundreds of practitioners on what actually works in production. VUX is one of the leading voices in AI and customer experience globally.
