Tom Trozzo

Enterprise Data Leader IBM

Agenda Day One

2:30 PM THINK TANK: SCALING AI IN CUSTOMER CARE: FROM CONTAINMENT TO CONFIDENCE

AI has been in the contact center for years, yet results remain limited: low containment, frustrated customers, overwhelmed agents, and stalled adoption due to trust and security concerns. The problem isn’t AI, it’s the absence of orchestration.

This Think Tank examines how multi-agent orchestration transforms fragmented AI into a coordinated CX system, powering intuitive multimodal interactions, augmenting human agents, and driving real resolution at scale. It also addresses the critical barrier to adoption: trust. By embedding governance, security, and traceability at the core, orchestrated AI enables leaders to move decisively from pilots to enterprise impact. After this session, you’ll clearly see how to:

Drive real AI impact across customer care, not just pilots

Shift CX from reactive to predictive while empowering human agents

Scale agentic AI with governance and trust by design

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

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