From Cost Center to Experience Engine: The AI-Powered Contact Center
12 May 2026 l Free CX Network Webinar Series
Manav is a data-driven product leader with over 14 years of experience building and scaling digital products that deliver measurable business impact and exceptional customer value. At Amazon, he designs and implements policies, tools, and AI/ML-powered technology innovations to protect customers from attempts at sales abuse through unfair and illegitimate business practices. His work centers on leveraging Generative AI and Machine Learning technologies to craft smarter, more contextual interactions that deepen engagement and drive long-term retention. From personalization strategies to experimentation frameworks, he focuses on delivering frictionless journeys across millions of customers at scale. He is passionate about building what's next in customer-centric innovation — through the lens of data, emerging tech, and purpose-driven design.
Tuesday 12 May 2026
12:00 PM Case study: Scaling AI without losing the human touch: A practical contact center transformation
While many organisations are experimenting with AI technologies, scaling these capabilities across contact center operations remains a complex challenge. Leaders must consider not only the technical implementation of AI tools but also the broader impact on customer relationships, employee roles and organisational culture.
Successfully integrating AI into service operations requires a clear strategy for identifying the right use cases, aligning stakeholders and ensuring agents feel empowered rather than replaced by new technologies. Maintaining the human touch — particularly for sensitive or complex interactions — remains critical to building customer trust.
In this session, hear how one organisation successfully introduced AI into its contact center environment, the lessons learned during implementation and the measurable outcomes achieved.
Key takeaways:
- Learn how to identify the highest-impact use cases for AI deployment
- Understand how to integrate AI into existing contact center systems and workflows
- Explore strategies for gaining agent buy-in and driving adoption
- Discover how to measure the ROI of AI initiatives in customer service
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