Voice technology is increasingly important in contact centers. Advancements in speech recognition, natural language processing (NLP) and voice biometrics are challenging the traditional IVR supremacy and paving the way for more dynamic self-service experiences while reducing costs-to-serve.

In this panel discussion, our contact center experts will explore the future of voice technology, discussing how NLP and voice biometrics can not only make for better CX but can be critical in fraud prevention and account security. We will address common implementation challenges and look at best practices for successful integration with existing contact center technologies.

Attendees will learn:

• The role of speech recognition and NLP in enhancing voice interactions: Understand how advancements in speech recognition and NLP can enable more personalized and efficient customer service.
• Leveraging voice biometrics for security and fraud prevention: Explore how voice biometrics can be used to verify customer identity and prevent fraud while improving the CX by getting rid of traditional, cumbersome verification methods.
• Integrating voice assistants with contact center operations: Learn how integrating popular voice assistants, such as Alexa or Siri, can streamline operations, and offer customers a more efficient way to interact with contact centers

For many contact center leaders, legacy platforms are starting to show their age, with limited flexibility and disconnected data sources holding CX teams back from delivering the best possible customer service over several connected channels. Paired with an increase in hybrid working in the last few years and the case for modernizing and migrating to the cloud is clear. In fact, 37 percent of CX practitioners reported seeing an increase in profits after implementing a cloud contact center solution, according to CX Network’s latest research.

Cloud contact center solutions are helping organizations meet increased demands on contact centers, consolidating data and integrating with other platforms seamlessly and without the need for an overhaul of the entire tech stack.

In this session, we will examine the case for migrating to the cloud and look at how teams are approaching the process, including overcoming common roadblocks such as data security concerns, change management and compliance.

Attendees will learn:

• When and why to make the move: Identifying the right time to transition and how to build a case for change that resonates across the business.
• Real-world migration lessons: How organisations have navigated challenges like integrating legacy systems, managing risk, and supporting agents through change.
• What comes next: How cloud infrastructure enables future-facing capabilities—from AI-powered workflows to seamless omnichannel engagement

Contact centers sit on a goldmine of data, from customer conversations, complaints, sentiment signals and agent performance metrics. Extracting meaningful insight from this data, however, can still be a struggle, with siloed data and legacy systems getting in the way of progress.

In this session, we will explore how AI-powered analytics can change the game and allow teams to tap into the power of contact center data to identify common pain points along customer journeys, predict customer issues and demand and support real-time decision-making. We will also address the practical side of AI-powered analytics, explaining what it take to implement the tools you need and make your insights useable.

Attendees will learn:

• Getting past the data deluge: How to identify the right data points, avoid “dashboard overload,” and focus on metrics that drive outcomes.
• Use cases that make an impact: Real-world examples of AI analytics improving service quality, agent coaching, and operational efficiency.
• Bringing your team along: Strategies for embedding AI insights into workflows, building trust in the data, and supporting adoption across roles.

Exceptional CX starts long before the first interaction—It begins with leadership, culture, and how you treat your people. In this fireside chat, Barry Jacobson veteran CX leader turned entrepreneur, shares powerful lessons from a 40-year career rooted in service, storytelling, and insights behind Disney’s and other iconic companies’ enduring magic. Discover why his “people-first philosophy” isn’t just a philosophy, it’s a proven formula for profitability and brand identity.

Through real-world examples and practical frameworks, this session will explore how purpose-driven leadership and consistent coaching can transform your contact center into a hub of excellence with happy employees. Learn how to align leadership, empower employees, and instil pride into every customer interaction, because when employees feel valued and supported, your customers will, too.

Attendees will learn:

• The four-part formula for service success: People + Purpose + Place + Pride = Profit
• How to align leadership and culture to create consistent, high-quality experiences at scale
• Actionable techniques and takeaways from Barry's playbook—like the G.U.E.S.T. approach—that you can bring to your contact center tomorrow