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Business leaders are bullish on the business value of AI, with implementations ranging from self-service bots, agent assist for customer service, and predictive analytics for sales, to name a few. Their goals include improving customer experience, along with revenue and employee longevity. The problem is customers aren’t sharing that enthusiasm. They say customer service isn’t improving, and they generally aren’t receptive to chatbots and other emerging technologies. Metrigy has recently completed extensive research on practical applications of AI, studying both the companies and the consumers using the technology. During this two-part session, Metrigy CEO & Principal Analyst Robin Gareiss will answer the following questions:

• Nearly 70% of companies are using generative AI. How will they use it, and to what extent do CX leaders and consumers trust it?
• What types of AI do companies use for customer interactions—and do customers even want to use them?
• Where are the gaps and alignments with what companies are doing and what consumers want to use?

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With the plethora of technology innovations happening in CX, it can be difficult to prioritize those that deliver the best return on your investment. In this session, you’ll learn where the Metrigy Research Success Group is finding top value in CX deployments around AI, analytics, proactive outreach, agentics, and more. You’ll walk away with technologies to consider, the reasons why, and the success metrics driving ROI.

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The Future of AI in the contact center is constantly being defined. Much of it depends on the quality of voice data as it passes through audio and video endpoints. In addition, contact centers leaders must find new ways to incentivize agents in hybrid work situations to focus on customer satisfaction. In this environment, real-time tools empower agents to recognize customer signals and provide quality outcomes. Hear how taking an agent focused approach can elevate agent experience and customer satisfaction.

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AI is poised to explode in its ability to help companies increase revenue. How? By assisting sales teams to personalize interactions, predict what offers customers or prospects will accept, and provide specific recommendations. AI applications can help inside and outside sales teams, sales managers, and even frontline or virtual customer service employees. During this session, Metrigy CEO & Principal Analyst Robin Gareiss will answer the following questions:

• How does AI help sales activities?
• What specific applications of AI work well for sales initiatives?
• How extensively is AI helping companies increase their revenue?
• Why does the use of AI in sales correlate so highly to success?

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The healthcare vertical has become one of the top industries focused on using technology to improve the customer experience, or in healthcare terminology, the patient experience (PX). As digital channels, proactive outreach, and AI-powered self-service become common in other industries, consumers also expect the same from healthcare. AdventHealth, which employs 80,000 employees in nine states and operates 51 hospitals, leverages technology to help its widely distributed workforce serve patients better. In this “fireside chat” session, Michael Guerrero will discuss what the company is doing--and share his thoughts on how to take PX to the next level.

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As contact centers evolve to become critical hubs for customer engagement, ensuring the security of CX platforms and applications has become a top priority. For many companies, this has meant elevation of CX security to the level of chief information security officer, charged with putting a strategy in place for fending off nefarious actors and maintaining customer trust. In this session, we’ll walk through the tough security challenges facing contact centers today and share top techniques for getting ahead of them.

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CX leaders are increasingly focused on agent productivity—and a key way they make that happen is through the use of advanced technology. Agent assist is the most widely used AI application to help agents deliver better customer experience, as well as the top AI application to help close sales. Benefits are profound, with a 36% increase in revenue and a 39% boost in customer satisfaction. At the same time, full automation through virtual AI agents is helping to drive agent productivity and reduce costs. During this session, you’ll learn key best practices based on a global study of more than 600 companies for adding or improving agent performance through the use of agent assist and virtual AI agents.

• What is agent assist, and how are companies using it?
• How is agent assist driving business success, including revenue, costs, agent efficiency, and customer satisfaction?
• What role does generative AI play in agent assist?
• Will virtual AI agents help or hurt CX and agent satisfaction?


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As the landscape of work continues to evolve, business leaders MUST have a seat at the CX and EX table to drive meaningful change! This session will empower executives and frontline leaders alike to not only anticipate but also actively shape the future, ensuring their organizations are ready to meet tomorrow’s challenges head-on. We’ll discuss how to lead impactful change within your organization, aligning workforce, tooling, and process practices with broader business objectives and fostering a culture of innovation and adaptability. Join us as we chart a course for the future of work, equipping you with the insights and strategies needed to lead with confidence, drive operational excellence, and create lasting impact.

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Microsoft has made strategic moves into CX, with an eye on enabling companies to leverage Teams for their calling and contact center needs. In this session, we’ll take a look at Teams contact center use cases, as well as provide insights and guidance on how to integrate Teams into the contact center environment. Whether you’re considering a tech upgrade or interested in future trends, attend this session to gain insights on how Microsoft thinks about CX, and the benefits and challenges of working with Microsoft and its partners.

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Whether reaching out to customers with special offers, appointment reminders, shipping notifications, or the like, companies have long been challenged by non-responsiveness. That is, consumers too often ignore legitimate outreach for fear that a bad actor is behind the call or message. Branded calling and branded messaging can help solve this problem, enabling companies to increase trust and credibility of their outreach while building brand awareness and increasing engagement. In this session, you'll learn:

1. How branded calling and messaging each work
2. What types of features and functionality to look for
3. Practical tips and best practices guidance
   
   
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Generative AI is transforming industries and driving innovation at a rapid pace. At a time when AI technologies are performing so many tasks efficiently, there are still a lot of things that require the human connection. Many roles like sales, marketing, human resources and even technology need humans with comprehensive verbal skills, leadership skills and emotional intelligence to build teams, connect personally and help pave the way for a better future. But, in an increasingly technology-driven world, it is no surprise that human relationships and soft skills have started to lag behind. Generative AI can be used as an effective tool to help improve and upskill these much needed soft skills by offering personalized and interactive learning experiences. For instance, AI-powered platforms can provide real-time feedback on communication skills, enabling users to refine their verbal and written expression. Additionally, AI can simulate emotional scenarios to help individuals practice empathy and emotional intelligence. This session is focused on ideas and strategy to use the powerful AI models to help improve the soft skills by designing tools to enhance teamwork and collaboration which can facilitate better decision-making and cooperation among team members.

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In this session, we'll explore a real-world case study detailing the successful transition from managing a team with 100 years of collective experience to partnering with a Managed Services Provider (MSP). Discover the strategic decisions, challenges, and lessons learned throughout the process, including how to ensure operational efficiency, cost savings, and enhanced service delivery. This session will offer valuable insights into scaling IT operations, optimizing resources, and driving long-term business growth through managed services.

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The rise of GenAI and LLMs is transforming how businesses operate, shifting from a world of isolated AI tools to one where hundreds of autonomous agents work alongside us—driving execution across engineering, product management, marketing, and sales. In this session, we’ll explore how companies are deploying AI agents to scale faster, make better decisions, and unlock new levels of efficiency. We’ll also discuss the future of work, where a 10-person startup can scale to a billion-dollar unicorn by leveraging AI agents for every function. As AI becomes deeply embedded in workflows, organizations must rethink key metrics, decision-making structures, and how teams collaborate. The companies that adapt will thrive—those that don’t will be left behind.

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In an era where AI adoption often feels like choosing between human expertise and artificial intelligence, forward-thinking organizations are discovering the transformative potential of human-AI collaboration. This session explores how organizations are leveraging digital personas and intelligent communication systems to create a more dynamic, efficient, and human-centric work environment. We'll examine how Subject Matter Experts (SMEs) can scale their impact through AI-powered digital twins while maintaining authentic human connections. Through real-world examples and demonstrations of IgniteTech's MyPersonas and EloquensAI solutions, we'll show how businesses are bridging the gap between AI capabilities and human expertise. This session is ideal for business leaders seeking practical insights into implementing AI solutions that promote collaboration while maintaining the irreplaceable human element in their operations.

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Voice cloning and synthetic data are transforming conversational AI by enabling scalable, personalized interactions. Deepgram’s advanced voice synthesis allows for the creation of diverse, natural voices, while synthetic data provides an unstoppable gateway to model accuracy, reducing bias, and ensuring privacy. In this session, we’ll explore how these technologies are reshaping industries and improving user experiences, offering insights into the future of AI-driven voice applications.

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Inefficient processes drain businesses of over $5 trillion annually. The agentic AI platform offers a solution by automating and optimizing CX and EX. These intelligent agents handle complex tasks, personalize interactions, and proactively resolve issues, boosting efficiency and freeing human agents for higher-value work. The result is significant cost savings, improved customer and employee satisfaction, and a substantial impact on the bottom line.

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Today’s Trusted Advisors are always facing new challenges in the fast-paced IT landscape, from understanding evolving technologies to solving for their customer’s unique needs. Join this expert panel, moderated by Stephen Semmelroth, AVANT VP of Cloud Resiliency, to explore powerful strategies, actionable insights, and proven next steps that will supercharge your business’s success. Whether you're navigating prospecting hurdles or seeking fresh approaches, this session is packed with solutions to help you thrive.

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Threat actors don’t follow the rules—so why are companies still relying on outdated playbooks? Cyber threats are constantly evolving, becoming more complex and frequent, making it difficult for companies to keep pace and protect their digital assets and infrastructure. Join former World’s Most Wanted Hacker and zeroday developer, Jesse Tuttle aka Hackah Jak, along with his prodigy daughter, AP2T Labs founder Reese Bess, as they pull back the curtain on how businesses can overcome modern threats. This no-holds-barred fireside chat will challenge the way you think about cybersecurity.

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Widespread AI implementation is just around the corner. Productivity and efficiency gains enabled by generative and non-generative AI technologies are no longer just hype – they’re here. In this dynamic panel discussion led by Telarus CRO Dan Foster, you’ll learn the latest trends behind AI buying behaviors, proven use cases for AI as a powerhouse enablement technology across CX, cybersecurity, and cloud, and upsell strategies for adding AI to your growing business offerings.

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Enterprises are under pressure to deliver next-gen customer service experiences, and as a result, many are turning to AI Agents, powered by Generative and Conversational AI. Join an interactive roundtable discussion with like-minded Customer Service and CX leaders around the intersection of AI and real-world challenges. Hosted by Gartner and Forrester Conversational AI leader, Cognigy, share and hear real-world stories about how AI is transforming CX and catapulting ROI, and get inspired about how to form your AI workforce of the future.

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Preparing for the future of work requires a strategy, and this is not the time to rely on gut feel. Employees and managers will have different priorities, and technology can play a key role to bridge those divides. This is where industry-based research can be invaluable, helping decision-makers connect the dots across the organization for a more strategic approach to future of work. During this opening keynote session, Future of Work conference Chair Jon Arnold will review current research about the state of the workplace, and how businesses can develop more effective future of work strategies.

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Join us for a demonstration of PDI Security and Network Solutions' innovative cybersecurity platform. We'll showcase how our integrated solution combines human expertise with advanced AI to deliver comprehensive protection across your entire security ecosystem. You'll see firsthand how our platform, trusted by 2,500+ businesses across 40 countries, provides:

• Real-time threat detection and response through our global SOCs
• Unified visibility across your entire security tech stack
• AI-powered automation for enhanced threat hunting and response
• Mobile accessibility for on-the-go security management

Watch as we demonstrate how our platform analyzes over 1 trillion logs per quarter and manages 3,657+ firewalls and 150,000+ endpoints. Learn why we maintain a 97% client retention rate and how our solution can transform your organization's security posture.

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The Deaf and Hard of Hearing (D/HH) community faces significant barriers when interacting with customer support systems, resulting in missed opportunities and lost revenue for businesses. What constitutes a high-quality customer experience for the Deaf community? How many Deaf customers are reaching out to your business today? In this session, we will explore the disparities in customer support for the DHH community, examine the current state of access, and highlight the costs of inadequate solutions. Attendees will gain insights on how to offer more equitable customer experiences, tap into a largely underserved market, and improve overall customer satisfaction. This session will address the critical gap between the customer support experiences currently offered to the Deaf community and the expectations of both customers and businesses. We will discuss common misconceptions about what constitutes accessible service and explore the real needs of DHH customers. Through a focus on emerging technologies, such as live support using WebRTC, AI-powered sign language recognition, and virtual signing avatars, we will demonstrate how businesses can leverage these tools to provide accessible, impactful, and customer-centric experiences. We will also highlight the importance of integrating live support with native language users to ensure an inclusive environment, strengthen brand reputation, and ultimately unlock access to an untapped market of millions. Understand the current limitations of technologies used by businesses to engage with the Deaf community, and why many existing solutions are outdated and ineffective. Explore how legacy solutions, some of which are 20-40 years old, contribute to inequitable access and a subpar customer experience for Deaf individuals. Learn about innovative, forward-thinking technologies that are improving accessibility, including WebRTC, AI-driven sign language recognition, and virtual avatars. Discover the positive impact that equitable customer experiences can have on business success, customer loyalty, and brand equity. Gain insights into how businesses can proactively reach and serve the Deaf and Hard of Hearing community, enhancing customer satisfaction while expanding market opportunities.

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