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RSVP by emailing jillian@ccng.com Is Bad Customer Service a Feature, Not a Bug? Most contact center leaders are working hard to fix a system that may be designed to resist fixing. In this interactive town hall, author and CX expert Amas Tenumah will lead a candid conversation with practitioners about the gap between what companies […]

Why Traditional Contact Center Models Are Breaking Under AI Pressure Organizations are rapidly adopting AI across the contact center, but many are finding that layering new capabilities onto legacy operating models is creating as much friction as value. This session will explore why traditional structures — built for a different era of volume, channels, and […]

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