Transforming Customer Service with CCaaS & Omnichannel Solutions Virtual Summit

Virtual Summit

Transforming Customer Service with CCaaS & Omnichannel Solutions

Architecting the Future of CX: Integrating AI, Unifying Channels, and Empowering the Modern Agent

Date: 12th November 2025
Time: 10:00 AM ET

Overview

As customer expectations continue to evolve, businesses are reimagining their customer service strategies through cloud-based contact center platforms and seamless omnichannel experiences. Contact Center as a Service (CCaaS) has emerged as the foundation for modern customer engagement, enabling organizations to deliver consistent, personalized, and efficient service across every touchpoint.

Transforming Customer Service with CCaaS & Omnichannel Solutions Virtual Summit will bring together customer experience leaders, contact center executives, technology providers, and CX innovators to explore how cloud-native platforms are revolutionizing customer service delivery.

This virtual event will highlight how CCaaS is enabling workforce flexibility, powering intelligent routing, integrating AI-driven automation, and creating unified customer journeys across voice, chat, email, social media, and messaging channels. Through expert-led keynotes, thought-provoking panels, and real-world case studies, attendees will gain valuable insights into platform migration strategies, AI integration, workforce optimization, and delivering exceptional experiences at scale.

Key discussions will focus on how organizations are unifying customer data across channels, empowering agents with real-time insights, leveraging analytics for continuous improvement, and building resilient, scalable contact center infrastructures. Industry leaders will share practical strategies for cloud migration, omnichannel orchestration, and balancing automation with human expertise while maintaining service quality and customer satisfaction.

Whether you’re a VP of Customer Experience, Contact Center Director, Chief Customer Officer, or CX Technology Leader, this event will provide the latest trends, use cases, and best practices to help you leverage CCaaS and omnichannel solutions for improved customer loyalty, operational efficiency, and business growth. Join us to discover how cloud-based contact centers and seamless omnichannel experiences are powering the future of customer service.

Key Topics To Be Explore

APIs are no longer just connectors, they are the backbone of modern banking. At our virtual event, join leaders from banks, fintechs, and technology providers as they discuss:

Speakers

Akira Okamoto, MBA, PSM

Director IT Infrastructure at Veeva Systems

Azadeh Hashemi

Director of Technology @ The Home Depot Canada | Analytics, AI, Martech, Retail Media CRM and Customer

Jennifer Welk

Director, Digital Technology at Omni Hotels & Resorts

Who Should Attend?

Job Titles

CIOs, CTOs, CDOs (Chief Digital Officers)
Heads of Intelligent Automation & RPA
VPs/Directors of Customer Experience (CX)
Product Managers (AI/Automation)
Head of Contact Center/Service Operations
Enterprise Architects & AI Strategists
Data Scientists & Machine Learning Engineers

Industries

Telecommunications
Ecommerce & Retail
Pharmaceutical
Consumer Goods
Information technology
Manufacturing
Food Production
Saas
Financial Institutions
Real Estate

Agenda Overview

The Next Five Years: How CCaaS & AI Redefine the Customer Service Ecosystem

AX vs. CX: Finding the Balance Between Agent Productivity and Customer Satisfaction

Architecting a Secure and Compliant Cloud Contact Center

A Successful Migration: Lessons Learned from a Large-Scale CCaaS Implementation

From Disconnected Channels to Unified Omnichannel: A Strategic Roadmap

The CCaaS Platform Selection Checklist: Avoiding Common Implementation Pitfalls

Past Events

Frequently Asked Questions

How do I join the online conference?

Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.

How much does it cost to attend?

This virtual event is complimentary to attend.

Where is it located?

This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device, or tablet. Audio and presentation viewing is accessed through an internet connection.

Testimonials

The workshop made AI simple and practical — I can now apply it directly to my work.

All the speakers delivered exceptional presentations, each offering a unique and insightful perspective on their respective stories. Particularly noteworthy was Vivek Kariyavula's discussion on the Digital Supply Chain, a topic that resonates deeply with me. Additionally, I found Mark Gilham's presentation on the Transformative Journey of Procurement to be both enjoyable and enlightening. The venue was well-chosen, the food was excellent, and overall, the event was a success. Honestly, I can't pinpoint any areas that require improvement - the presentations and audience engagement were excellent.

Andrei Bulgaru

Global Digital Analytics Manager at Unilever

I thought it went great. The questions we received were really great as well and I enjoyed the panel I will tell you that out of the 3 virtual conference events we've sponsored over the last 2 years, this one has been the best organized and executed. Thank you!

Megan Evitts

Event Manager - Avoxi

I appreciated the networking opportunities and the global perspective gained through the presentations exploring possibilities within the Supply Chain. The diverse range of topics and speakers, as well as the mix of attendees, contributed to the overall success of the event. The organizational aspects were commendable, and the content curated by the organizers was both relevant and engaging for me. The inclusion of handy handouts added to the overall positive experience.

Remko Sweers

Director Digital Transformation at MSD

Thank you for having us on Tuesday at the event, there were so many insightful sessions and it was great to be surrounded by like-minded professionals like us.

Andrei Bulgaru

Assistant Manager Supply Chain Control Tower at Adidas

Agenda was great, solid group of presenters. Overall experience was great

Shaun Marshall

Vice President of Customer Experience at Careismatic Brands

We should be thinking about the employee experience. If we are wanting to stay competitive in our market, we should be thinking about how we are using technology to elevate our brand and services. I enjoyed engaging with the other experts and practitioners in this field and hearing and learning from them at the event.

Devon Savoy

Group Product Manager - Customer Experience at Macmillan Learning

The content was great for a Junior level CX leader. The content was good, the questions were good as well as the follow-up conversations.

Todd Sale

Sr. VP Customer Experience Operations at Fleetcor

My key takeaways from the events were - Ways to be more efficient, first-call resolution importance and different ways for team organization. It was a great first time speaking at a virtual event and it went smoothly. Thanks to Techsommet!

Chelsea Gstohl

Vice President of Contact Center at Pelican State Credit Union

It was a pleasure working with Techsommet and serving this event and really strong panel you put together. I hope to have added value to it. The audience and other panelists agree that it was a good experience.

Virtual Summit