A recent CX Network report found that there are 5 key factors driving contact centre growth in the next few years: omnichannel customer engagement, personalization and CX, AI, cloud-based solutions and heightened awareness of business continuity.

In 2025, CX Network research has identified that agentic AI, increased automation, data analytics, cloud migration, compliance and trust, employee experience and empathy will be at the top of the priorities list for most contact center leaders.

With this knowledge in hand, this session will bring together experts from contact centers dealing with a variety of customers, to discuss these growth factors and key investment trends, unpacking them and discussing how our audience can integrate them into their own contact center strategies.

Attendees will learn:

• What’s shaping the contact centre of tomorrow: Hear from industry leaders about the top trends influencing contact centre strategy in 2025—from agentic AI and automation to cloud migration and omnichannel engagement.
• Balancing innovation with continuity: Explore how organisations are integrating new technologies while maintaining compliance, trust, and business resilience across rapidly evolving service environments.
• Where to invest next: Gain insight into the tools and capabilities contact centre leaders are prioritising—from employee experience platforms to predictive analytics and personalised customer journeys.

Contact center leaders face a dilemma: maintaining high quality customer service while keeping costs down. Challenges around agent retention and engagement add to the strain.

AI agents, driven by agentic AI, can be a cost-effective solution to this problem, allowing contact centers to scale customer service while keeping costs low. Unlike traditional AI solutions, AI agents can act autonomously, taking initiative, identifying customer issues before they arise and actioning them – all without human intervention. In this, seamless, standardized, high-quality experiences become a reality.

Join this session to learn about how AI agents can help you scale contact center operations and improve customer service. We will delve into the new AI agents on the market and how to choose the best one for your contact center.

Attendees will learn:

• What makes AI Agents different: Understand how agentic AI enables proactive, autonomous service, reducing the need for human oversight while maintaining consistency and quality.
• Evaluating the tech landscape: Explore the latest AI agents on the market, their capabilities, and key considerations when selecting the right solution for your contact center.
• Scaling with efficiency: Learn how AI agents can help you manage volume, lower costs, and ease pressure on human agents without compromising on CX.

With agent retention a continuing challenge for contact centers, workforce engagement has never been more critical.

In this context, it is no surprise that CX Network research found employee experience emerging as the eighth most important trend impacting the role of the practitioner in 2025, the same ranking as in 2024. Investing in teams is still a huge priority for CX and contact center leaders seeking to keep employees engaged, and only 4 percent of our audience said they did not train their team in any new skills in 2024.

Luckily, there is a wealth of workforce engagement on the market to help with this often time-consuming endeavour. In this session, we will explore the options on the market and delve into strategies to keep agents engaged and reduce agent turnover.

Attendees will learn:

• How to build a high-retention contact center culture: Explore practical approaches to improving agent satisfaction, motivation, and loyalty in fast-paced customer service environments.
• Tech-powered workforce engagement: Understand how tools like real-time feedback platforms, AI-enabled coaching, and intelligent scheduling can support team wellbeing and performance.
• Training for tomorrow: Learn how leading organizations are embedding upskilling and career development into day-to-day operations to future-proof their workforce and reduce churn.

As contact centers deal with increasingly complex customer needs across channels, generative AI-powered Copilot, a real -time assistant that advises agents on responses and next-best actions based on a knowledge pool, comes to the fore as a solution.

In addition to real-time help for agents, copilots also reduce post-contact work, providing instant call summaries with analysis.

In this, copilots not only lighten the load for agents but help them to work more efficiently and more consistently, reducing the chance of human error during service. The reduced workload frees up agent time for more meaningful (and profitable) tasks.

Join this session to learn why copilot is an essential tool for a modern contact center and how to successfully implement it and integrate it with existing tools and platforms.

Attendees will learn:

• How to boost engagement and retention: Discover proven strategies for improving agent satisfaction, reducing burnout, and keeping top talent in an increasingly competitive labor market.
• Leveraging technology for workforce management: Explore the latest tools in workforce engagement, like AI-driven scheduling, real-time coaching, and performance analytics, and how they’re making life easier for teams and leaders alike.
• Building a culture of growth: Understand how to upskill agents for evolving roles, embed continuous learning into daily workflows, and align employee experience with wider CX goals.

Businesses are increasingly aiming for truly omnichannel customer experiences, but few have arrived at this points. Customers now expect to be able to interact with brands across any channel they like, including social media, instant messaging and phone. It is no surprise, then, that just under a third of those polled by CX Network said that developing omnichannel capabilities is a strategic aim in 2025.

Designing and executing an omnichannel experience, however, is complex, involving different departments and technologies. The contact center plays a key role in this as a centralized communication hub with access to real-time data and visibility across channels.

In this session, we will look at how the most successful businesses have implemented an omnichannel customer journey, with a focus on the crucial role of the contact center in this process. Learn about the challenges of building a unified, omnichannel experiences and the tools that can help.

Attendees will learn:

• Building a seamless omnichannel strategy: Understand the key steps to designing a connected customer experience across digital and traditional channels, from mapping customer touchpoints to ensuring consistency in messaging and service quality.
• The evolving role of the contact center: Learn how modern contact centers are integrating with CRM systems, AI-powered tools, and real-time analytics to deliver personalized, high-quality service across all touchpoints.
• Overcoming common challenges in omnichannel execution: Gain insights into the hurdles contact centers face when implementing omnichannel experiences, including technology integration, staff training, and maintaining consistency across platforms and how to overcome them

Customer self service once meant FAQs, but it has come a long way since then. Businesses are increasingly seeking to empower customer to self serve for more complex issues, and customers increasingly prefer self-service over getting in touch with the contact center. As customer expectations rise, self-service solutions can help brands to keep up without increasing contact center headcount. There are challenges around self-service technologies, however, such as hallucinations and security concerns.

In this session, we will explore the future of customer self-service, tackle the challenges associated with it and workshop solutions. We will examine the technologies that enable self-service, such as AI-powered chatbots, knowledge bases, data centralization and automated workflows and explain how to implement these seamlessly into your contact center and CX.

Attendees will learn:

• Identifying and overcoming the challenges of self-service: Learn about common pitfalls such as inaccurate automation, lack of personalization, and user frustration, and discover strategies to address these challenges effectively.
• Enhancing CX through self-service solutions: Explore the key benefits of customer self-service, including increased convenience, reduced wait times, and the ability to handle routine inquiries efficiently, while maintaining high-quality service.
• Integrating self-service with human support: Understand how to ensure a smooth transition between self-service and live support when needed, and how to design a system where self-service complements rather than replaces customer service agents.

With rising customer expectations, the importance of contact centers continues to grow. Rapid developments in technology, agent retention, remote workforce management, BPO quality questions and ensuring the balance between human and AI in customer service are just some of the challenges being faced by contact center leaders in 2025.

In this virtual roundtable, we invite all attendees to share their perspectives on the key challenges shaping the contact center industry in 2025, and how we might address them. We will discuss how challenges impact operations and what innovations can help to address them.

We will discuss:

• The evolving role of AI and automation in contact centers, and how to balance technology with human interaction to improve both efficiency and customer experience.
• Key strategies for overcoming agent retention and engagement challenges, and how to maintain a motivated workforce in an increasingly complex environment.
• The importance of data security and privacy in the contact center landscape, and how to ensure compliance while adopting new technologies like AI and omnichannel solutions.