Panel Discussion: The Future-Proof Contact Center: Prioritizing Agility, Empathy & Efficiency Recordings

Join Matt Condie, Senior Product Manager - Member Support and Operations at Flybuys and Patricia Mulles, Founder, M&O Consulting and Director & Global Head of Partnerships, She Loves Data, to explore how modern contact centres are navigating evolving customer expectations, workforce dynamics, and emerging technologies. We’ll discuss the pivot towards omnichannel experiences, balancing automation with empathy, and ensuring consistent service quality across touchpoints. We'll cover how to prepare for scalability, build resilience in unpredictable environments, and embed agility into everyday operations, highlighting the interplay between people, process, and technology in crafting exceptional customer journeys.

Key takeaways:

• Find out how to architect an omnichannel-first strategy
• Learn how to balance automation, AI, and human touch
• Understand workforce agility as a competitive advantage
• Discover the latest on governance, data ethics and how to achieve true CX excellence in 2025