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Contact Centers/CX 2027: What Will Drive the Market

David Myron  (Principal Analyst, Omdia)

Nathalie DeChellis  (Senior Director, Product Marketing, Genesys)

Ben Evans  (Chief Partnerships Officer, Afiniti)

Elizabeth Tobey  (Head of Marketing, Digital Solutions Group, NICE)

Jono Luk  (VP of Product Management - Webex Contact Center and Admin, Security, Data & Shared Experiences, Webex by Cisco)

Location: Sun D

Date: Tuesday, March 26

Time: 8:00 am - 8:45 am

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session

Track: Communications & Collaboration 2027

Vault Recording: TBD

AI will continue to grow in importance to contact centers/CX over the next three years, as will migrations to CCaaS. But it's the underlying trends in customer care that will determine exactly how you should plan and pace your strategic investments over the medium term. In this session, a leading industry analyst will present research that will help you understand where the trends are headed - and how technology decisions will be affected - when it comes to agent workforces, operational efficiencies, revenue demands, and customer experiences. You'll learn how technologies like AI, CCaaS, and WEM can be effective in achieving business objectives in CX - and where they'll come up short. You'll leave with a clearer idea of how to plan your strategic contact center roadmap.

  • What business needs will be driving AI adoption in 3 years, and how well will the state of the art in AI be able to meet these needs?
  • What factors will drive CCaaS adoption, and how extensive will the migration be by 2027?
  • What changes will the agent workforce undergo in the next 3 years, and what technologies and strategies will be needed to respond to the evolution?
  • Will enterprises see a business driver for integrating their UCaaS and CCaaS systems, and will this lead to adoption of single-vendor platforms for both capabilities?