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 labor — are starting to break down, and what leaders are doing to realign operating models, decision-making, and accountability to fully capture the benefits of AI.

Join us for this small group session by RSVPing here!

This event is capped at 10 CCNG member participants. If you have questions, please reach out to jillian@ccng.com

Meet Your Member Facilitator:

John L. Sorenson is a senior customer experience, contact center, and digital
transformation executive with deep enterprise leadership experience across
large, complex financial services organizations. He is known for leading large-scale
transformations that modernize service operations, strengthen customer and
employee engagement, and deliver measurable financial and operational results.

Today, John is the Founder and Executive Consultant of CypressCX Consulting,
where he provides selective advisory and interim executive leadership to
organizations across banking, healthcare, SaaS, and nonprofit sectors. His work
focuses on customer experience strategy, contact center optimization, and AI-
enabled transformation, helping executive teams execute complex change while
improving customer outcomes, operational performance, and financial results.