Christina Diviney

Vice President of Global Customer Care Hertz

CX Travel and Hospitality Exchange - Day 2

14:05 Think Tank | The Augmented Agent: Redefining Contact Centres in the Age of AI-Powered CX

As AI transforms the contact centre from a cost centre into a value driver, the role of frontline agents is rapidly evolving. With intelligent tools handling routine queries and surfacing real-time insights, agents are now expected to deliver higher-value, emotionally intelligent interactions. The question is how do we empower agents to thrive alongside AI while maintaining efficiency, consistency, and customer trust?

• Explore how AI can augment, not replace, agents by automating repetitive tasks and enabling faster, more informed decision-making

• Define the optimal balance between human empathy and AI efficiency across different types of customer interactions

• Discover how to equip contact centre teams with the tools, training, and autonomy needed to deliver personalised, high-impact customer experiences

Check out the incredible speaker line-up to see who will be joining Christina.

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