Webinar: See how the agentic enterprise delivers VIP-level customer service
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Techsommet AI & The Next Era Contact Centers

February 3, 2026
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Speakers:
Chris Arnold
VP Contact Center Strategy, ASAPP

About the webinar

It's Not Me, It's You: Breaking Up with Legacy CX & AI That Doesn't Deliver

For years, contact centers have invested in chatbots, IVRs, CCaaS platforms, and “AI-powered” tools that promised transformation, yet customers often repeat themselves, agents remain overwhelmed, and most AI fails to truly resolve problems. As expectations rise, CX leaders are recognizing a hard truth: the issue isn’t effort or intent, it’s the legacy CX and AI architectures themselves.

This session explores why traditional conversational AI and automation models are no longer sufficient, and why the next era of contact centers requires a shift toward systems built for reasoning, action, transparency, and human collaboration. Attendees will examine the limitations of legacy CX approaches, learn what differentiates agentic AI from earlier generations of automation, and understand how enterprises are evolving beyond containment-focused strategies.

Rather than focusing on hype or tools, this discussion offers a practical framework for evaluating current CX investments and charting a realistic path toward faster resolution, safer automation, and more empowered teams.

What you'll learn:

Why legacy CX and AI systems fail to deliver resolution, even when heavily automated.
Frameworks for evolving from conversational automation to AI-driven problem resolution without ripping and replacing existing systems.
How agentic AI, human oversight, and observability work together to enable safe, enterprise-scale CX transformation.
Guidance for CX and technology leaders navigating organizational, operational, and trust challenges in the next era of intelligent contact centers.

About the speakers

Chris Arnold
VP Contact Center Strategy, ASAPP

Prior to ASAPP, Chris spent 20 years leading contact center strategy and technology implementation for Verizon and Alltel, leading staff operations, and managing desktop automation and augmentation.

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Download the Guide

Techsommet AI & The Next Era Contact Centers

Learn why legacy CX architectures and “AI-powered” tools keep failing customers, and what it really takes to move from conversations to true resolution.

Download the eBook

What you'll learn

1.

Why legacy CX and AI systems fail to deliver resolution, even when heavily automated.

2.

Frameworks for evolving from conversational automation to AI-driven problem resolution without ripping and replacing existing systems.

3.

How agentic AI, human oversight, and observability work together to enable safe, enterprise-scale CX transformation.

1.

Why legacy CX and AI systems fail to deliver resolution, even when heavily automated.

2.

Frameworks for evolving from conversational automation to AI-driven problem resolution without ripping and replacing existing systems.

3.

How agentic AI, human oversight, and observability work together to enable safe, enterprise-scale CX transformation.

4.

Guidance for CX and technology leaders navigating organizational, operational, and trust challenges in the next era of intelligent contact centers.

5.

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Techsommet AI & The Next Era Contact Centers

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It's Not Me, It's You: Breaking Up with Legacy CX & AI That Doesn't Deliver

For years, contact centers have invested in chatbots, IVRs, CCaaS platforms, and “AI-powered” tools that promised transformation, yet customers often repeat themselves, agents remain overwhelmed, and most AI fails to truly resolve problems. As expectations rise, CX leaders are recognizing a hard truth: the issue isn’t effort or intent, it’s the legacy CX and AI architectures themselves.

This session explores why traditional conversational AI and automation models are no longer sufficient, and why the next era of contact centers requires a shift toward systems built for reasoning, action, transparency, and human collaboration. Attendees will examine the limitations of legacy CX approaches, learn what differentiates agentic AI from earlier generations of automation, and understand how enterprises are evolving beyond containment-focused strategies.

Rather than focusing on hype or tools, this discussion offers a practical framework for evaluating current CX investments and charting a realistic path toward faster resolution, safer automation, and more empowered teams.