Panel discussion: From cost center to intelligence hub: How AI is redefining the role of the contact center

For decades, contact centers have primarily been viewed as operational cost centers focused on resolving customer issues as efficiently as possible. Today, however, advances in artificial intelligence are fundamentally reshaping the role these functions play within organizations. AI-powered technologies are enabling contact centers to automate routine interactions, analyse customer sentiment in real time, and extract valuable insights from vast volumes of customer conversations.

• Understand how AI is transforming the contact center operating model
• Explore how organizations are balancing automation with human empathy
• Identify the investments CX leaders must prioritise in the next 2–3 years
• Learn how customer service teams can become a strategic source of customer insight