For some organizations, contact center transformation moves very quickly, deploying voice AI in 45 minutes and cutting call volume by 15 percent in three days. For others, it means being deliberately careful, navigating data and security in the world of a smaller operation where ROI on AI can take longer to show up.

In this panel, two CX leaders at very different stages of the transformation journey will compare notes and strategies for CX leaders at different levels of size, budget and maturity. John McCahan, CXO at Fellers, is modernizing a business that until recently ran on little to no integrated tech, and is enshrining customer-centricity along the way. Tristan Rayroles heads CX for Orange's wholesale and international B2B markets, where transformation often means working smart with more limited means and navigating tight security requirements.

The panellists will explore what transformation looks like from different starting points. We'll discuss the key principles that apply to any contact center transformation and the key learnings from different types of business structure. Looking at the critical success metrics and the build vs. buy decisions many leaders are making currently, our panellists will have an open conversation about what works and what doesn't in contact center transformation.

Attendees will learn:

• How to build the business case for transformation when starting from legacy tech
• Why the metrics you choose define the culture of your contact centre, and which to consider
• What smaller operations can realistically expect from AI investment and in what timeframes