Beyond AI Hype: The Business Case for Human-Centered CX in the Contact Center

November 6 | 12 PM ET / 9 AM PT

AI promises to transform the contact center, but for many CX leaders, the real challenge is cutting through the hype to identify what delivers lasting value. As AI adoption accelerates, the skills frontline employees need are evolving just as quickly, requiring ongoing upskilling and reskilling. And while concerns about AI replacing human agents persist, the most meaningful and impactful customer moments still rely on people.

At the same time, pressure are mounting from every direction with leaders demanding clear ROI, agents seeking tools that truly support them, and customers expecting better experiences. The key? To navigate these competing demands, CX leaders need a business case that balances technology investments with human impact.

In this webinar, you’ll hear from a panel of industry experts on:

Identifying where AI can really improve frontline performance and CX outcomes
Building a compelling business case that secures executive buy-in
How to design pilots that prove value quickly without disrupting operations
Keeping the “human in the loop” to empower agents, not replace them

You’ll walk away with best practices to evaluate AI opportunities, earn leadership support, and ensure that new technology enhances your frontline teams.

Beyond AI Hype: The Business Case for Human-Centered CX in the Contact Center

November 6 | 12 PM ET / 9 AM PT

In this webinar, you’ll hear from a panel of industry experts on:

Identifying where AI can really improve frontline performance and CX outcomes
Building a compelling business case that secures executive buy-in
How to design pilots that prove value quickly without disrupting operations
Keeping the “human in the loop” to empower agents, not replace them

You’ll walk away with best practices to evaluate AI opportunities, earn leadership support, and ensure that new technology enhances your frontline teams.

Speakers

Mike Ciancio

Chief Marketing Officer, Centrical

Beyond AI Hype: The Business Case for Human-Centered CX in the Contact Center

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”