In this session, you'll learn how to: • Build systems that balance Ai and human expertise • Identify the highest impact applications of Ai in your CX • Future-proof your stack with scalable, human-centred solutions AI is transforming contact centres, but without the right roadmap, it can erode customer trust and agent satisfaction. Gain insights from hundreds of agents and supervisors, plus expert perspectives on the future of AI in CX. Original broadcast date: 12 November 2025