Virtual Summit
AI in Contact Center
Redefining CX at Scale
Date: 12th February 2026
Time: 12:00 PM CET
Overview
Customer expectations have evolved today’s consumers demand speed, personalization, and 24/7 responsiveness. To meet these demands, forward-thinking organizations are turning to artificial intelligence to reimagine their contact centers as powerful engines of customer engagement. AI-Powered Contact Centers: Redefining CX at Scale is a high-impact virtual event designed for business leaders, technologists, and transformation teams who are navigating this evolution.
This virtual summit will bring together over 300+ senior leaders in customer experience, contact center operations, digital transformation, and AI strategy to explore how cutting-edge technologies are reshaping customer engagement at scale. From real-time agent assist to intelligent self-service and conversational analytics, the event will feature practical insights, live case studies, and forward-looking discussions that go beyond the buzzwords. Attendees will gain actionable strategies to deploy AI effectively, improve operational efficiency, reduce costs, and elevate both agent productivity and customer satisfaction
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Throughout the event, you’ll hear directly from CX executives, contact center heads, and AI strategists on how they’ve successfully deployed AI to streamline operations, improve resolution times, boost customer satisfaction, and future-proof their service models. The event will cover topics such as intelligent routing, speech analytics, chatbot optimization, AI-driven quality assurance, and the cultural shifts required to balance automation with the human touch.
Whether you’re scaling a high-volume contact center, exploring automation to reduce costs, or leading digital transformation initiatives, this summit will offer actionable strategies and a clear roadmap for leveraging AI to deliver scalable, resilient, and empathetic customer experiences.
Join us on February 12th to connect with peers, gain fresh insights, and discover how AI is redefining the contact center one customer interaction at a time.
Key Topics To Be Explore
Discover the strategic and technical foundations required to transform static communication into dynamic, automated business workflows:
AI in Contact Centers: Transforming Customer Support from Reactive to Proactive
Exploring how AI-powered tools can shift contact centers from reactive customer support to proactive, anticipatory service, leveraging predictive analytics and automation to anticipate customer needs before they arise.
The Future of Human-Agent Collaboration: Integrating AI with Live Support Teams
Discussing the evolving relationship between AI-driven chatbots, virtual assistants, and human agents, and how businesses can strike the right balance between automation and human touch to maximize both efficiency and customer satisfaction.
Personalizing Customer Interactions at Scale: AI’s Role in Customizing the Customer Journey
How AI technologies, such as machine learning and natural language processing (NLP), can help tailor individual customer experiences in real-time, driving more personalized, relevant, and efficient interactions.
AI for Real-Time Sentiment and Speech Analysis in Contact Centers
Delving into the power of AI in analyzing customer tone, language, and sentiment during interactions, and how this can guide agents in real time to improve customer outcomes and satisfaction.
Reducing Operational Costs with AI: From Automation to Process Optimization
Exploring the role of AI in reducing operational costs by automating routine tasks, optimizing workflows, and enabling more efficient resource allocation within contact centers.
The Impact of AI on First Call Resolution (FCR) and Customer Retention
nalyzing how AI-driven solutions improve First Call Resolution (FCR) rates, minimize escalation, and reduce customer churn by providing faster, more accurate responses and support.
AI in Contact Centers: Transforming Customer Support from Reactive to Proactive
Exploring how AI-powered tools can shift contact centers from reactive customer support to proactive, anticipatory service, leveraging predictive analytics and automation to anticipate customer needs before they arise.
The Future of Human-Agent Collaboration: Integrating AI with Live Support Teams
Discussing the evolving relationship between AI-driven chatbots, virtual assistants, and human agents, and how businesses can strike the right balance between automation and human touch to maximize both efficiency and customer satisfaction.
Personalizing Customer Interactions at Scale: AI’s Role in Customizing the Customer Journey
How AI technologies, such as machine learning and natural language processing (NLP), can help tailor individual customer experiences in real-time, driving more personalized, relevant, and efficient interactions.
AI for Real-Time Sentiment and Speech Analysis in Contact Centers
Delving into the power of AI in analyzing customer tone, language, and sentiment during interactions, and how this can guide agents in real time to improve customer outcomes and satisfaction.
Reducing Operational Costs with AI: From Automation to Process Optimization
Exploring the role of AI in reducing operational costs by automating routine tasks, optimizing workflows, and enabling more efficient resource allocation within contact centers.
The Impact of AI on First Call Resolution (FCR) and Customer Retention
nalyzing how AI-driven solutions improve First Call Resolution (FCR) rates, minimize escalation, and reduce customer churn by providing faster, more accurate responses and support.
Speakers
Aaron M Hayes
Technology Executive at Acosta Group | Empowering businesses | Software Integrations | Mergers and Acquisitions | Cloud Architecture | Identity Management | Technology Consolidation | Artificial Intelligence
Vincent Bocchino
Director Technology Infrastructure at Denver Public Schools
Steven M.
IT Operations Executive
Speakers
Aaron M Hayes
Technology Executive at Acosta Group | Empowering businesses | Software Integrations | Mergers and Acquisitions | Cloud Architecture | Identity Management | Technology Consolidation | Artificial Intelligence
Vincent Bocchino
Director Technology Infrastructure at Denver Public Schools
Steven M.
IT Operations Executive
Who Should Attend?
Job Titles
CXO VP Director Head Manager
- Contact Center
- IT
- Customer Experience
- Customer Service
- Digital Transformation
- Innovation
- Customer Success
- Customer Engagement
- Customer Support
- And many more
- Contact Center
- IT
- Customer Experience
- Customer Service
- Digital Transformation
- Innovation
- Customer Success
- Customer Engagement
- Customer Support
- And many more
Industries
- Telecommunications
- Ecommerce & Retail
- Pharmaceutical
- Consumer Goods
- Information technology
- Manufacturing
- Food Production
- Saas
- Financial Institutions
- Real Estate
Agenda Overview
Modernizing traditional customer service
The ROI of AI in CX: From Cost Savings To Customer Loyalty
Building Trust in AI‑Powered Customer Journeys
40% Efficiency Gain: Automating Supply Chain Workflows via CPaaS Triggers
Building Blocks of the Composable Enterprise: Selecting the Right UCaaS and CPaaS Partners
Your Next 90 Days: Key Investment Priorities for an AI-Powered Communications Stack
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.
Neal Topf
President and Co Founder Callzilla
Great! Valuable and informative event and a nice way to virtually network with the like-minded Director of Legal Operations at Temple Health
