December Seminar Series 2026
- 2026
- December 8 at 12:00 – 3:00 pm
virtual
Redefining Customer Contact: Trends, Challenges & Opportunities
December 8th, 2026 | 12PM EST
In 2026, the contact center is going through an evolutionary period. While contact center leaders are navigating new tech, continuous innovation and a host of challenges associated with sourcing, implementing and measuring AI, they are also working to exceed heightened customer and employee expectations.
This balance is not easy; forcing leaders to hone in on what matters, at times sacrificing speed and efficiency to keep things on track. However, this can no longer be the case. Organizations must define critical objectives and move in the right direction to keep up.
This series works to redefine the customer contact cliches and work towards real change. By identifying key trends, challenges and opportunities, leaders can work to establish an experience that feels meaningful in today’s experience-centric environment.
Sessions will focus on topics like:
- Next-Gen Self-Service: Moving beyond basic FAQs to incorporating AI agents that actually resolve issues in real-time
- The Human-AI Equation: Redefining the agent role from task oriented to journey orchestrator
- Combatting “Silent Burnout”: Using AI-powered coaching and real-time sentiment analysis to support a hybrid workforce
What’s in Store
DAY ONE
tuesday, december 8
12:00PM
Analyst Chat: Redefining CX Trends for 2027
As we wrap up 2026, leaders must understand the key trends, challenges and opportunities that guided us this year. From new technology, to the changing agent role, to a demand for more human-centered support, there is so much to think about as we look ahead.
Join CMP Analysts Brian Cantor and Brooke Lynch as they unpack the most pivotal trends driving the future of CX in 2027 and beyond. Presenting new research from the Customer Trends Challenges & Opportunities Market Study, the CMP Digital team will go over everything leaders need to know for optimizing and improving experiences.
12:30PM
Outcome First Agentic AI: A Blueprint for AI and Human Agents
Most agentic AI projects stall before they reach a customer, and the ones that launch often can’t prove they work. The top cause is integration complexity. When AI tools sit in silos, teams collect plenty of insight and take little action. This session lays out a blueprint for agentic transformation that starts with one question: did the customer’s problem get solved?
Key takeaways:
• Why voice still leads as the channel for customer interactions
• Where along the customer journey AI can improve outcomes
• How those outcomes feed back to improve both AI and human agent performance
1:00PM
Analyst Office Hours: Conversations on Customer Contact Cliches
Sick of hearing the same things over and over again? Tired of the endless discussions on AI with no real actionable takeaways? This session will go over some of the most popular customer contact cliches and provide data-backed insights on what actually matters in 2026.
Join CMP Analysts Audrey Steeves and Brooke Lynch as they debate the contact center trends that hold weight and the ones that won’t mean much by 2030. Come with questions, thoughts or comments for the team!
Who’s in the Room?
Meet the voices, visionaries, and industry leaders shaping the conversations that matter.
Brooke Lynch
Divisional Director
CMP
Audrey Steeves
Senior Content Analyst
CMP
Brian Cantor
Principal Analyst & CCW Digital Director
CMP
Ruth O’Brien
Senior Director, AI Support
Fin
Andy Watson
Director of Product Marketing, CX Solutions
RingCentral