CX just hit a tipping point. Are your teams and AI agents ready for it?

Customer expectations keep rising while CX index scores have declined for three years in a row. Traditional automation hasn’t helped much with rigid IVRs and clunky chatbots often add friction instead of removing it.

In this candid conversation, Latané Conant and Forrester’s Max Ball explore what changes when modern, agentic AI enters the contact center. They cover how AI agents can finally deliver natural, low‑effort experiences at scale, what that means for human roles, and how leaders should rethink metrics if they want CX to drive revenue impact.

What you’ll learn:

• Why CX scores are falling, even as tech spend rises, and what leading brands are doing differently

• How modern AI agents turn contact centers from cost centers into growth engines

• The new division of labor between humans and AI, including the roles every CX org will need

• How to measure “good” CX in an AI era: beyond deflection to outcomes, sentiment, and revenue

• Practical steps to build your AI operating model without creating data chaos or “agent sprawl”
  

Whether you’re just starting with AI in your contact center or scaling from pilots to production, this session will help you pressure‑test your roadmap against where the industry is truly headed.

Watch the webinar on demand