76% of customer conversations are human + AI: What 300 CX leaders reveal about the future of work

07/22/2026
By:

Antony Passemard
Cresta
VP, Customer Strategy

Tags:

The dominant narrative says AI is replacing agents and shrinking the contact center. But the leaders actually deploying AI tell a different story.

New research from 300 CX and IT leaders reveals human work is getting harder, and more valuable. 97% say AI has enabled them to redeploy employees into higher-value work, and more than 9 in 10 say the conversations left for human agents are becoming increasingly complex.

In this session, Antony Passemard, VP of Customer Strategy at Cresta and ex Google CCAI, AWS and Salesforce Cloud, will dig into the new research and explore the identified trends. Packed with real-world examples from United Airlines, Brinks Home, and CVS Health, this session explores how AI is reshaping customer journeys, workforce strategy, and the operating model behind modern contact centers.

Attendees will learn:

How leading organizations are orchestrating work between AI and human agents
How frontline roles, skills, and performance expectations are evolving
The biggest barriers to scaling AI, and how leading teams are closing the readiness gap

We are excited to announce that Cresta is offering a giveaway of a pair of Apple Airpods Max 2, worth $550, to an attendee of the session. The winner will be contacted following the close of the session.