Virtual Summit
AI in Contact Center
Redefining CX at Scale
Date: 09th October 2025/11:00 AM ET
Platinum sponsor
Platinum sponsor
Gold sponsor
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
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 October 24th to connect with peers, gain fresh insights, and discover how AI is redefining the contact center one customer interaction at a time.
Key Themes To Be Covered At The Event
The Future of Customer Experience in the Age of AI
How AI is fundamentally changing customer expectations, service models, and the role of the contact center.
Human + Machine: Striking the Right Balance
Exploring the intersection of human empathy and machine efficiency — and what it means for agent roles, training, and morale.
Scalability and ROI: Making AI Investments Work
What it takes to scale AI across global operations while delivering measurable outcomes — from reducing costs to improving CSAT.
Operational Excellence Through Intelligent Automation
Driving scale, speed, and efficiency using AI-driven tools for routing, scheduling, ticket triage, and quality monitoring.
Data-Driven Decision Making and Real-Time Analytics
Leveraging AI to extract insights from conversations, customer behavior, and agent performance—turning raw data into action.
Ethical, Transparent, and Responsible AI in Customer Interactions
Navigating the trust equation: ensuring AI adoption doesn’t compromise fairness, privacy, or transparency.
Voice, Chat, and Beyond: Building Truly Omnichannel Experiences
How to unify AI across channels to deliver consistent, context-aware support across platforms.
Industries
Telecommunications
Ecommerce & Retail
Pharmaceutical
Consumer Goods
Information technology
Manufacturing
Food Production
Saas
Financial Institutions
Real State
Key Topics
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
Analyzing how AI-driven solutions improve First Call Resolution (FCR) rates, minimize escalation, and reduce customer churn by providing faster, more accurate responses and support.
Past Speakers
Neha Dutta
Vice President Customer Experience Transformation at EXL
Jim Iyoob
Chief Customer Officer at Etech Global Services
Mike Leone
Practice Director ESG
Justin bodamer
VP Customer Care at Firstrust Bank
Brian Jeppesen
Director Contact Centers at Fertitta Entertainment LLC
Emily Cash
VP Product Marketing at Cyara
Hilary Scherer
Technology Director, GenerativeAgent at ASAPP
Neal Topf
President Callzilla
Natala Menezes
VP of Product Marketing at Dialpad
Ross Donaldson
Executive Leader, CX & Service Delivery Optimization
Fabrice Della Mea
VP product Management Dialpad
Who Should Attend?
This event is designed for:
Contact Center
Technology
Information
IT
Customer Experience
Customer Service
Digital Transformation
Sales / Sales Operations
Innovation
Customer Success
Business Intelligence
Marketing
Contact Center Operations
Customer Engagement
Customer Support
And many more
Why Attend?
Exclusive Insights
Gain knowledge from AI and sales automation experts who are pushing the boundaries of what’s possible in sales transformation.
Actionable Strategies
Discover how AI-driven tools can optimize your sales funnel, improve customer relationships, and boost sales performance.
Networking Opportunities
Connect with decision-makers, sales leaders, and technology experts from across industries in a collaborative virtual environment.
Interactive Sessions
Engage with live Q&A sessions, panel discussions, and hands-on demonstrations of cutting-edge AI-driven sales tools.
Past Sponsor
Platinum Sponsor
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Frequently Asked
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Testimonials from our
Previous Virtual Events
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.
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.
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.
I really enjoyed this. All the speakers and panellists were fantastic and made my job easy to moderate. It does make a huge difference when the audience is engaged and asking questions too. Thank you for having me on as moderator and for everyone involved in making it such a success.
The Summit provided everyone with great forward thinking take-aways, especially in AI and department relationship building. For me, hearing from the panelists the same thoughts on the CLM processes and engagement that I've had reassured me my thinking is on track. It is always good to have feedback on your own thoughts. A big win for me was finding out the official job title I have - Mainframe Legal Engineer (Mainframe because it's my concentration),
